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 journalArticle (Academic Journal)peer-review

532 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 languageEnglish
Number of pages12
JournalInternational Journal of Tourism Research
Early online date14 Aug 2017
DOIs
Publication statusE-pub ahead of print - 14 Aug 2017

Structured keywords

  • Smart Networks for Sustainable Futures

Keywords

  • Airbnb
  • Network hospitality
  • Service quality
  • Satisfaction
  • Loyalty
  • Thailand

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