The Level of Customer Service Satisfaction of Selected Airbnb in Mandaluyong City

Autor: Mangotara, Lyndon Archie S., Dioso, Vida Lyn A., Menguito, Miguel Karlo G., Ms. Anna-Liza A. Tibayan
Jazyk: angličtina
Rok vydání: 2022
Předmět:
ISSN: 2348-3156
0047-2875
DOI: 10.5281/zenodo.6883365
Popis: “Airbnb (Air Bed and Breakfast) is a service that allows property owners rent out their spaces to travelers looking for a place to stay”. With the worldwide success of this type of lodging service, the researchers were inspired to conduct a study that is focused on Airbnb, particularly on the level of customer satisfaction on the quality of service provided by this type of lodging facility. The study employed the descriptive method of research. The approach was quantitative since the problems posed in the study were expressed in numerical data obtained from the survey conducted through questionnaires. There was a total of 102 guests from the selected Airbnbs in Mandaluyong City who were randomly selected and participated in the study. They were asked on their perception as to the service quality provided by the selected Airbnbs in Mandaluyong City. Their perception was also determined in terms of booking procedures, host reception, accommodation, price, location. The demographic characteristics of the participants were also taken to find out if they are significantly related to their satisfaction with Airbnbs’ quality of service. Likewise, the relationship between service quality and satisfaction was also determined. Based on the results of the study, the quality of service provided by Airbnbs in Mandaluyong City was very good in terms of booking procedures, accommodation, host reception, price, and location. It was determined that guests’ satisfaction on the quality of service provided depends on the educational attainment of the guests but not on their age, gender, monthly income, and civil status. It was also found out that satisfaction of the guests is strongly correlated with the quality of service received from the Airbnbs. Lastly, as part of the output, the researchers developed a set of recommendations to help improve and increase the level of guest satisfaction on the service quality provided by the selected Airbnbs. Keywords: Customer Satisfaction, Airbnbs, Service Quality, Lodging. Title: The Level of Customer Service Satisfaction of Selected Airbnb in Mandaluyong City Author: Lyndon Archie S. Mangotara, Vida Lyn A. Dioso, Miguel Karlo G. Menguito , Ms. Anna-Liza A. Tibayan International Journal of Social Science and Humanities Research ISSN 2348-3156 (Print), ISSN 2348-3164 (online) Vol. 10, Issue 3, July 2022 - September 2022 Page No: 165-180 Research Publish Journals Website: www.researchpublish.com Published Date: 22-July-2022 DOI: https://doi.org/10.5281/zenodo.6883365 Paper Download Link (Source) https://www.researchpublish.com/papers/the-level-of-customer-service-satisfaction-of-selected-airbnb-in-mandaluyong-city
International Journal of Social Science and Humanities Research, ISSN 2348-3156 (Print), ISSN 2348-3164 (online), Research Publish Journals, Website: www.researchpublish.com
{"references":["[1]\tAhrholdt, Dennis & Gudergan, Siggi & Ringle, Christian. (2017). Enhancing Service Loyalty: The Roles of Delight, Satisfaction, and Service Quality. Journal of Travel Research. 56. 436 - 450. 10.1177/0047287516649058.","[2]\tAlmeida & Pelissari(2019). Customer Satisfaction based on the Attributes of Accommodation Services. Retrieved from: https://www.scielo.br/j/rbtur/a/KwwDqmXG3npydzg4fqKD34b/?format=pdf&lang=en","[3]\tE Sthapit and J Jiménez-Barreto - Anatolia, (2018). Sharing in the Host-Guest Relationship; Perspectives on the Airbnb Hospitality Experience. Current Issues in Tourism, 2018. Taylor & Francis. Retrieved from:https://www. tandfonline.com/doi/full/10.1080/13032917.2018.1448876","[4]\tGanapathi & Vethirajan. (2020). A Study on the Factors Determining the Selection of Hotels Among Religious Tourist in South Tamil Nadu. Retrieved from: https://ejmcm.com/article_7582_2a2f2fb9c0facef1ae6dced0a768bb8f.pdf","[5]\tGuttentag, D. (2015). Airbnb: Disruptive Innovation and the Rise of an Informal Tourism Accommodation Sector. Current Issues in Tourism, 2015. Taylor & Francis","[6]\tHeo, Cindy & Hyun, Sunghyup. (2015). Do luxury room amenities affect guests' willingness to pay? International Journal of Hospitality Management. 46. 10.1016/j.ijhm.2014.10.002.","[7]\tHubner et al. (2021). Increased Preference and Value of Consumer Products by Attentional Selection. Retrieved from: https://www.frontiersin.org/articles/10.3389/fpsyg.2019.02086/full","[8]\thttps://statistica.com.(2017)","[9]\tHwang, J. and Seo, S. (2016), \"A critical review of research on customer experience management: Theoretical, methodological and cultural perspectives\", International Journal of Contemporary Hospitality Management, Vol. 28 No. 10, pp. 2218-2246. https://doi.org/10.1108/IJCHM-04-2015-0192","[10]\tJenkins, A. (2020). Coping with a Bad Trip at Airbnb. Fortune, 181(1), 66–75.","[11]\tJohnson & Karlay (2016). Impact of Service Quality on Customer Satisfaction. Retrieved from: https://www.diva-portal.org/smash/get/diva2:1246475/FULLTEXT01.pdf","[12]\tJuliana et al., (2021). Impact of Creativity and Innovation in Entrepreneurial Development. Retrieved from: https://www.scirp.org/journal/paperinformation.aspx?paperid=110573","[13]\tMest, E. (2017). How gender and safety play a role in Airbnb's popularity. Hotel Management. Retrieved from: https://www.hotelmanagement.net/operate/how-gender-and-safety-play-a-role-airbnb-s-popularity","[14]\tMim & Ferdous (2020). Factors influencing Customers Satisfaction in Hospitality Industry. Retrieved from: Diva-portal. org/smash/get/diva2:1530554/FULLTEXT01.pdf","[15]\tMöhlmann, M., (2015). Collaborative consumption: Determinants of satisfaction and the likelihood of using a sharing economy option again. Journal of Consumer Behaviour, ahead of print. doi: 10.1002/cb.1512"]}
Databáze: OpenAIRE
Externí odkaz: