Hotels’ sustainability practices and guests’ familiarity, attitudes and behaviours

This study investigates the effects of hotel’s sustainability practices in three areas of sustainability and familiarity with those practices on hotel guest satisfaction and loyalty in the Kazakhstan hotel industry. Using a structural equation modelling (SEM) and fuzzy-set Qualitative Comparative Analysis (fsQCA), findings reveal that social and environmental dimensions play positive roles on guests’ satisfaction and loyalty while the economic dimension and familiarity are not significantly related to guest loyalty, although they are likely to improve guest satisfaction. Furthermore, results of the analysis of the necessary conditions to achieve the expected model outcomes indicate that all three sustainability dimensions are necessary for sustainability efforts to have the most positive effect on guest satisfaction and loyalty. Results also indicate that although familiarity alone is insufficient, its combination with the social dimension increases guest satisfaction and loyalty. Findings provide theoretical and practical insights into sustainability practices in the hotel industry.