Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand. (14th August 2017)

• Record Type: Journal Article
• Authors: Priporas, Constantinos‐Vasilios; Stylos, Nikolaos; Vedanthachari, Lakshmi Narasimhan; Santiwatana, Pruit
• Is Part Of: International journal of tourism research. Volume 19:Number 6(2017)
• Page Start: 693
• Page End: 704
• Publication Date: 2017-08-14
• Subjects: Airbnb -- loyalty -- network hospitality -- satisfaction -- service quality -- Thailand; Tourism -- Periodicals; 338.4791
• DOI: 10.1002/jtr.2141
• Languages: English
• ISSNs: 1099-2340

Abstract

Abstract: This paper investigates service quality, customer satisfaction, and loyalty in Airbnb accommodation. A self‐administered questionnaire was distributed to a nonprobability sample of 202 international tourists in Phuket, Thailand, which is one of the top tourist destinations worldwide. The results verify that a positive relationship among service quality, customer satisfaction, and loyalty exists and that satisfaction partially mediates the relationship between service quality and loyalty. Furthermore, the paper suggests key steps managers could take to enhance customer experience in a way that would benefit the lodging industry and the destinations.