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Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand
Author(s) -
Priporas ConstantinosVasilios,
Stylos Nikolaos,
Vedanthachari Lakshmi Narasimhan,
Santiwatana Pruit
Publication year - 2017
Publication title -
international journal of tourism research
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.155
H-Index - 58
eISSN - 1522-1970
pISSN - 1099-2340
DOI - 10.1002/jtr.2141
Subject(s) - accommodation , business , marketing , service quality , loyalty business model , customer satisfaction , loyalty , destinations , tourism , service (business) , quality (philosophy) , advertising , sample (material) , hospitality industry , psychology , geography , philosophy , archaeology , epistemology , neuroscience , chemistry , chromatography
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.