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

被引：106

作者：

Priporas, Constantinos-Vasilios ^{[1
]}

Stylos, Nikolaos ^{[2
]}

Vedanthachari, Lakshmi Narasimhan ^{[3
]}

Santiwatana, Pruit ^{[4
]}

机构：

[1] Middlesex Univ, Dept Mkt Branding & Tourism, Sch Business, London, England

[2] Univ Wolverhampton, Dept Mkt Innovat Leisure & Enterprise, Sch Business, Wolverhampton, W Midlands, England

[3] Middlesex Univ, Dept Int Management & Innovat, Sch Business, London, England

[4] YTS Co Ltd, Bangkok, Thailand

来源：

INTERNATIONAL JOURNAL OF TOURISM RESEARCH | 2017年 / 19卷 / 06期

关键词：

Airbnb; loyalty; network hospitality; satisfaction; service quality; Thailand; REVISIT INTENTIONS; PERCEPTIONS; HOTELS; MODEL; IMAGE; PERFORMANCE; PREDICTOR; LINKING; IMPACT; FUTURE;

D O I：

10.1002/jtr.2141

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

This paper investigates service quality, customer satisfaction, and loyalty in Airbnb accommodation. A self-administered questionnaire was distributed to a nonprobability sample of 202 international tourists in Phuket, Thailand, which is one of the top tourist destinations worldwide. The results verify that a positive relationship among 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 lodging industry and the destinations.

引用

页码：693 / 704

页数：12

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