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

Research output: Contribution to journalArticle

Original languageEnglish
Number of pages12
JournalInternational Journal of Tourism Research
Early online date14 Aug 2017
DateAccepted/In press - 20 May 2017
DateE-pub ahead of print (current) - 14 Aug 2017


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.

    Structured keywords

  • Smart Networks for Sustainable Futures

    Research areas

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

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    Rights statement: This is the author accepted manuscript (AAM). The final published version (version of record) is available online via Wiley at Please refer to any applicable terms of use of the publisher.

    Accepted author manuscript, 740 KB, PDF document


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