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
TypeArticle
TitleService quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand
AuthorsPriporas, 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 GroupStrategic Marketing, Consumer Behaviour and Branding/Identity group
PublisherWiley
JournalInternational Journal of Tourism Research
ISSN1099-2340
Publication dates
Online14 Aug 2017
Print03 Nov 2017
Publication process dates
Deposited17 Jul 2017
Accepted20 May 2017
Output statusPublished
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
LanguageEnglish
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