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
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 |
Publication dates | |
Online | 14 Aug 2017 |
03 Nov 2017 | |
Publication process dates | |
Deposited | 17 Jul 2017 |
Accepted | 20 May 2017 |
Output status | Published |
Accepted author manuscript | |
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 |
https://repository.mdx.ac.uk/item/87175
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