Examining structural relationships among service quality, perceived value, satisfaction and revisit intention for airbnb guests

ABSTRACT

Recently, many researchers have begun to pay attention to Airbnb, a new type of accommodation. However, evaluating service quality as well as the value of Airbnb have not yet gained much attention. The aim of current study is to examine the relationships among service quality, perceived value, satisfaction, and revisit intention among Airbnb guests. The results from the structural equation modelling analysis showed that service quality and perceived value had a positive effect on satisfaction and perceived value partially mediates the casual relationship between service quality and satisfaction. Moreover, overall satisfaction was directly related to revisit intention. This study stressed key suggestions for managers to build a successful business based on the peer to peer accommodation, and boost guests’ satisfaction with Airbnb, which would be beneficial to not only the hospitality industry but also destinations where Airbnb accommodations are located.

KEYWORDS:

• Airbnb guests
• peer-to-peer (P2P) accommodation
• perceived value
• revisit intention
• satisfaction
• service quality
• structural equation modeling

Disclosure statement

No potential conflict of interest was reported by the authors.

Additional information

Notes on contributors

Soyoung An

Soyoung An, Ph.D. is an Assistant Professor of Tourism and Hospitality Management at Surrey International Institute, Dongbei University of Finance and Economics. She received her Ph.D. from the Department of Recreation, Park and Tourism Sciences, Texas A&M University. Her research focuses on safety, security in the tourism and hospitality industry, tourism destination management, sustainable tourism planning and development, accessible tourism, sharing economy in the tourism and hospitality industry, and behavior studies for culinary tourists.

Jungho Suh

Jungho Suh, Ph.D. is an Assistant Professor of Tourism and Hospitality Management at Surrey International Institute, Dongbei University of Finance and Economics. He received his Ph.D. in Tourism and Hospitality Marketing from Michigan State University. His research interests include sharing economy in tourism and hospitality industry, destination marketing, service management, and information technologies for tourism and hospitality marketing.

Thomas Eck

Thomas Eck, M.P.S.A.is a Ph.D. student in the Department of Recreation, Park and Tourism Sciences, Texas A&M University. He received a Master of Public Service and Administration from the Bush School, Texas A&M University. His research interests include cross-cultural studies in tourism management and tourists behaviour in dark tourism.