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Publication - Dr Nikolaos Stylos

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

    Citation

    Priporas, C-V, Stylos, N, Vedanthachari, LN & Santiwatana, P, 2017, ‘Service quality, satisfaction and customer loyalty in Airbnb accommodation in Thailand’. International Journal of Tourism Research.

    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.

    Full details in the University publications repository