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

Priporas, Constantinos-Vasilios ORCID: https://orcid.org/0000-0003-1061-4279, Stylos, Nikolaos, Vedanthachari, Lakshmi Narasimhan ORCID: https://orcid.org/0000-0001-8290-9936 and Santiwatana, Pruit (2017) Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand. International Journal of Tourism Research, 19 (6) . pp. 693-704. ISSN 1099-2340 (doi:10.1002/jtr.2141)

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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.

Item Type: Article
Research Areas: A. > Business School > Strategic Marketing, Consumer Behaviour and Branding/Identity group
Item ID: 22250
Notes on copyright: This is the peer reviewed version of the following article: 'Priporas C-V, Stylos N, Vedanthachari LN, Santiwatana P. Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand. Int J Tourism Res. 2017;19:693–704, which has been published in final form at: http://dx.doi.org/10.1002/jtr.2141. This article may be used for non-commercial purposes in accordance with Wiley Terms and Conditions for Self-Archiving.
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Depositing User: Costas Priporas
Date Deposited: 17 Jul 2017 15:35
Last Modified: 07 Oct 2019 14:29
URI: https://eprints.mdx.ac.uk/id/eprint/22250

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