Service quality, satisfaction and customer loyalty in Airbnb accommodation in Thailand

Constantinos-Vasilios Priporas; Nikolaos Stylos; Lakshmi Narasimhan Vedanthachari; Pruit Santiwatana

doi:10.1002/jtr.2141

Service quality, satisfaction and customer loyalty in Airbnb accommodation in Thailand

Constantinos-Vasilios Priporas, Nikolaos Stylos, Lakshmi Narasimhan Vedanthachari, Pruit Santiwatana

Research output: Contribution to journal › Article (Academic Journal) › peer-review

126 Citations (Scopus)

2659 Downloads (Pure)

Abstract

This paper investigates service quality, customer satisfaction and loyalty in Airbnb accommodation. A self-administered questionnaire was distributed to a non-probability sample of 202 international tourists in Phuket, Thailand, which is one of the top tourist destinations worldwide. The results verify that a positive relationship between 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 lodgings industry and the destinations.

Original language	English
Number of pages	12
Journal	International Journal of Tourism Research
Early online date	14 Aug 2017
DOIs	https://doi.org/10.1002/jtr.2141
Publication status	E-pub ahead of print - 14 Aug 2017

Research Groups and Themes

Smart Networks for Sustainable Futures

Keywords

Airbnb
Network hospitality
Service quality
Satisfaction
Loyalty
Thailand

Access to Document

10.1002/jtr.2141

Full-text PDF (accepted author manuscript)
This is the author accepted manuscript (AAM). The final published version (version of record) is available online via Wiley at http://onlinelibrary.wiley.com/doi/10.1002/jtr.2141/abstract. Please refer to any applicable terms of use of the publisher.
Accepted author manuscript, 740 KB

Handle.net

Persistent link

Cite this

@article{17d0dde83be34eeb8b26780145015468,

title = "Service quality, satisfaction and customer loyalty in Airbnb accommodation in Thailand",

abstract = "This paper investigates service quality, customer satisfaction and loyalty in Airbnb accommodation. A self-administered questionnaire was distributed to a non-probability sample of 202 international tourists in Phuket, Thailand, which is one of the top tourist destinations worldwide. The results verify that a positive relationship between 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 lodgings industry and the destinations.",

keywords = "Airbnb, Network hospitality, Service quality, Satisfaction, Loyalty, Thailand",

author = "Constantinos-Vasilios Priporas and Nikolaos Stylos and Vedanthachari, {Lakshmi Narasimhan} and Pruit Santiwatana",

year = "2017",

month = aug,

day = "14",

doi = "10.1002/jtr.2141",

language = "English",

journal = "International Journal of Tourism Research",

issn = "1099-2340",

publisher = "Wiley",

}

TY - JOUR

T1 - Service quality, satisfaction and customer loyalty in Airbnb accommodation in Thailand

AU - Priporas, Constantinos-Vasilios

AU - Stylos, Nikolaos

AU - Vedanthachari, Lakshmi Narasimhan

AU - Santiwatana, Pruit

PY - 2017/8/14

Y1 - 2017/8/14

N2 - This paper investigates service quality, customer satisfaction and loyalty in Airbnb accommodation. A self-administered questionnaire was distributed to a non-probability sample of 202 international tourists in Phuket, Thailand, which is one of the top tourist destinations worldwide. The results verify that a positive relationship between 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 lodgings industry and the destinations.

AB - This paper investigates service quality, customer satisfaction and loyalty in Airbnb accommodation. A self-administered questionnaire was distributed to a non-probability sample of 202 international tourists in Phuket, Thailand, which is one of the top tourist destinations worldwide. The results verify that a positive relationship between 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 lodgings industry and the destinations.

KW - Airbnb

KW - Network hospitality

KW - Service quality

KW - Satisfaction

KW - Loyalty

KW - Thailand

U2 - 10.1002/jtr.2141

DO - 10.1002/jtr.2141

M3 - Article (Academic Journal)

SN - 1099-2340

JO - International Journal of Tourism Research

JF - International Journal of Tourism Research

ER -

Service quality, satisfaction and customer loyalty in Airbnb accommodation in Thailand

Abstract

Research Groups and Themes

Keywords

Access to Document

Handle.net

Fingerprint

Cite this