Green Action Implementation in Improving E-Service Quality of Front Office Department at The Westin Resort Nusa Dua Bali

Vianti, Gusti Made Sherlita Septia (2024) Green Action Implementation in Improving E-Service Quality of Front Office Department at The Westin Resort Nusa Dua Bali. Undergraduate thesis, Politeknik Negeri Bali.

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Abstract

This study examines the impact of green action on improving e-service quality at The Westin Resort Nusa Dua Bali's front office department. Data collection methods included observations, interviews, questionnaires, and a literature review, with 75 respondents selected via purposive sampling. The resort has effectively implemented green actions, such as energy-saving technologies in lighting, ventilation, transportation, and hotel facilities. They also use biodegradable stationery and environmentally friendly products. Recycling of materials like glass, plastic, iron, cardboard, and paper is also well-practiced. The study finds a strong positive correlation between green action implementation and e-service quality, with green actions contributing 55.8% to e-service quality. This indicates that improved green actions lead to better e-service quality at The Westin Resort Nusa Dua Bali.

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