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

Priporas, Constantinos‐Vasilios; Stylos, Nikolaos; Vedanthachari, Lakshmi Narasimhan; Santiwatana, Pruit

doi:10.1002/jtr.2141

Cited by 126 publications

(92 citation statements)

References 86 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…Their findings concluded that Airbnb listing's reputation or guests' trust in Airbnb listing can be affected by "Superhost" status [20], geolocated Airbnb rental images [21], Airbnb hosts' personal photos [22], perceived authenticity, electronic word-of-mouth, price sensitivity [23], and/or perceived brand personality [24]. Several studies have investigated how customers' experience and service quality impacted Airbnb's business reputation [25][26][27][28][29] that paved the way for the success of Airbnb. To have an in-depth understanding of customer experiences with Airbnb, Brochado, Troilo, and Shah [25] summarized 1776 reviews from 24 Airbnb listings across three countries using content analyses and identified eight themes that showed a convergent trend of consumer experience towards Airbnb listing uses and lodging services.…”

Section: Airbnbmentioning

confidence: 99%

“…Mody, Suess and Lehto [26] developed a model to identify factors affecting customers' experience in the hospitality industry and tested their model in shared Sustainability 2017, 9, 1635 3 of 13 economy settings. Priporas et al [28] investigated the relationships among service quality, satisfaction, and consumers' loyalty towards Airbnb, indicating that service quality was positively correlated with consumers' satisfaction and loyalty.…”

Section: Airbnbmentioning

confidence: 99%

See 1 more Smart Citation

Key Factors Affecting the Price of Airbnb Listings: A Geographically Weighted Approach

et al. 2017

View full text Add to dashboard Cite

Airbnb has been increasingly gaining popularity since 2008 due to its low prices and direct interactions with the local community. This paper employed a general linear model (GLM) and a geographically weighted regression (GWR) model to identify the key factors affecting Airbnb listing prices using data sets of 794 samples of Airbnb listings of business units in Metro Nashville, Tennessee. The results showed that the GWR model performs better than the GLM in terms of accuracy and affected variable selections. Statistically significant differences varied across regions in Metro Nashville. The coefficients illustrate a decreasing trend while there is an increase in the distance from the listed units to the convention center, which indicates that Airbnb listing prices are more sensitive to the distance from the convention center in the central area than in other areas. These findings can also provide implications for stakeholders such as Airbnb hosts to gain a better understanding of the market situation and formulate a suitable pricing strategy.

show abstract

Section: Airbnbmentioning

confidence: 99%

Section: Airbnbmentioning

confidence: 99%

Key Factors Affecting the Price of Airbnb Listings: A Geographically Weighted Approach

et al. 2017

View full text Add to dashboard Cite

show abstract

“…Beyond the profile or motivations for the use of collaborative tourism, one of the factors that has contributed to the success of these platforms has been the high frequency of use [12,38,39], as it is key in consolidating trust and security in these services [23][24][25]. Given the lack of regulation in collaborative tourism, high levels of recommendation and e-wom have helped to eliminate uncertainty and bring these platforms closer to consumers.…”

Section: Theory and Hypothesesmentioning

confidence: 99%

Repeat Consumer Behavior on Smart P2P Tourism Platforms

et al. 2019

View full text Add to dashboard Cite

Despite the key role played by frequent consumers interacting on smart P2P (peer to peer) tourism platforms, there are hardly any studies on the explanatory variables of their frequency of use. This paper aims to understand the motivational and sociodemographic factors that bring about repeat consumers in collaborative accommodation and transport services. In order to test various assumptions, a set of logistic regressions were made where the dependent variable is the frequency of use and the independent variables are sociodemographic and motivational factors. The results suggest that many consumer attributes recognized as being typical of collaborative platforms, such as young people traveling with friends for leisure who are interested in low prices, have changed. We found that, due to the consolidation of these smart business models, the frequency of use increases with age and for those who travel for work reasons. In addition, it is worth noting the existence of a positive relationship between consumers who provide reviews on these platforms and their frequency of use.Sustainability 2019, 11, 7082 2 of 13 company in the "Global 500 Rankings 2019" [7] with the highest brand value, ranking above Marriott International, the world's hotel leader. In addition, it has managed to overtake Booking.com, one of the main online hosting booking platforms [8]. Uber's fleet in New York is now three-fold larger than the number of yellow taxis [2].This sustained growth contradicts initial perceptions that these were temporary business models, aimed at a young audience, which were hardly going to be able to compete with traditional tourist services. The contextual factors that contributed to the rapid development of this business model, such as the globalization of society caused by the Internet [9-11], the boost from millennials [2,12,13], and the global economic crisis that favored the reuse of resources [14] are less influential now. Therefore, no one doubts that collaborative tourism is here to stay and will continue to grow [5,15].The consolidation of these smart tourism business models has been supported by the highest degree of satisfaction and recommendation of these services versus the traditional ones [16,17]. Both domestic [18] and European studies [5] show the greatest tendency for users to recommend collaborative platforms.Smart P2P tourism platforms are adapting their products to better fit the needs of consumers than traditional services, which creates the perception of quality and thus increases its frequency of use [12,[19][20][21][22]. This increased frequency of use causes greater confidence in the product and service [23][24][25], which is particularly relevant, since consumer insecurity and mistrust have been established as some of the most important reasons for the non-use of collaborative platforms [22,26,27]. In addition, the frequency of use is usually related to the service recommendation (e-wom) [28][29][30][31].Despite the success of these smart models, there are few studies focused on P2P accommod...

show abstract

“…Loyalitas pelanggan merupakan sebuah konsep dan praktik bisnis di bidang pemasaran yang telah mendapat perhatian dalam bidang akademisi maupun praktisi serta telah diakui secara universal sebagai aset berharga bagi organisasi di pasar kompetitif (Priporas, Stylos, Vedanthachari, & Santiwatana, 2017). Masalah akan timbul apabila perusahaan kekurangan pelanggan setia sehingga perusahaan tidak dapat mempertahankan pelanggan mereka untuk jangka panjang (Liu, Lee, & Hung, 2017).…”

Section: Pendahuluanunclassified

“…Penelitian tentang loyalitas pelanggan telah dilakukan dalam beberapa industri, diantaranya industri perbankan (Solomon, Stanley, Ufuoma, & Success, 2017), industri ecommerce (Gefen, 2002), industri penerbangan (Priporas et al, 2017), industri perhotelan (Kandampully & Suhartanto, 2000),industri restoran (Raquel, 2017;Kurniawati, Suharyono, & Kusumawati, 2008), industri ritel, dan industri mobile phone (Biljon, 2010), industri telekomunikasi (Kim, Wong, Chang, & Park, 2016). Persaingan yang ketat dapat terjadi di semua bidang usaha.…”

Section: Pendahuluanunclassified

Pengaruh Perceived Service Quality dan Switching Cost terhadap Customer Loyalty

Hidayaturrakhma¹,

Tarmedi²,

Lisnawati³

2019

JBME

View full text Add to dashboard Cite

This research aims to determine the Effect of Perceived Service Quality and Switching Cost on Customer Loyaly in the IM3 Ooredoo Users in Indonesia. This research is a descriptive verification research, using explanatory survey method by simple random sampling technique with 150 respondents and the data were analized by multiple regression analysis with the help of SPSS 24.0. The outcome of this study indicate that the concept of perceived service quality is fairly high category, the concept of switching cost is fairly high category, the concept of customer loyalty is fairly high category, and the customer loyalty is influenced by both perceived service quality and switching cost.Abstrak: Penelitian ini bertujuan untuk mengetahui Pengaruh perceived service quality, switching cost dan customer loyalty pada pengguna IM3 Ooredoo di Indonesia. Jenis penelitian yang digunakan yaitu deskriptif verifikatif dan metode yang digunakan adalah explanatory survey dengan teknik simple random sampling dengan ukuran sampel 150 responden. Teknik analisis data yang digunakan analisis regresi linier ganda dengan alat bantu software komputer SPSS 24.0. Hasil temuan dalam penelitian ini menunjukkan bahwa gambaran dalam perceived service quality dalam kategori cukup tinggi, gambaran switching cost dalam kategori cukup tinggi dan gambaran customer loyalty dalam kategori cukup tinggi, dan customer loyalty dipengarhi oleh perceived service quality dan switching cost.

show abstract

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

Cited by 126 publications

References 86 publications

Key Factors Affecting the Price of Airbnb Listings: A Geographically Weighted Approach

Key Factors Affecting the Price of Airbnb Listings: A Geographically Weighted Approach

Repeat Consumer Behavior on Smart P2P Tourism Platforms

Pengaruh Perceived Service Quality dan Switching Cost terhadap Customer Loyalty

Contact Info

Product

Resources

About