Priporas, C.; Stylos, N.; Vedanthachari, L.; Santiwatana, P.

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

Article

Priporas, C., Stylos, N., Vedanthachari, L. and Santiwatana, P. 2017. Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand. International Journal of Tourism Research. 19 (6), pp. 693-704. https://doi.org/10.1002/jtr.2141

Publication dates
Type	Article
Title	Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand
Authors	Priporas, C., Stylos, N., Vedanthachari, L. and Santiwatana, P.
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.
Research Group	Strategic Marketing, Consumer Behaviour and Branding/Identity group
Publisher	Wiley
Journal	International Journal of Tourism Research
ISSN	1099-2340
Online	14 Aug 2017
Print	03 Nov 2017
Publication process dates
Deposited	17 Jul 2017
Accepted	20 May 2017
Output status	Published
Accepted author manuscript	Thailand Airbnb-SQ-CS-CL.pdf
Copyright Statement	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.
Digital Object Identifier (DOI)	https://doi.org/10.1002/jtr.2141
Language	English

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