The analysis of service quality and customer satisfaction with the reviews on Airbnb
| Autor: | WU, CHIA-CHIEN, 吳佳倩 |
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| Rok vydání: | 2018 |
| Druh dokumentu: | 學位論文 ; thesis |
| Popis: | 106 The customer satisfaction of accommodation service depends on guests’ expectations and actual experiences. Prior customer reviews, ratings, price, and promise from host are all related about travel experience. Airbnb is an online platform that connects people looking to rent their homes with people who are looking for accommodations, the customer reviews and expectation are different from hotel service. This study analyzes customers ratings and comments from Airbnb, combining prior studies and theories to explain service quality and customer satisfaction with reviews on Airbnb. We crawled all the customer reviews of unsold listings on Airbnb at 2016/10/07 in Taipei. The raw data are 9028 reviews from 253 listings, 5469 reviews in Chinese from 178 listings after data cleaning. After text mining from customer reviews, we grouped tokens by features and there are 36 keyword factors. We extracted 35 keyword factors to compare with repurchase intention keyword factors, price and region factors for analysis to know which would be crucial to customers satisfaction. The result showed there are 16 keyword factors related to customer reviews, 6 of them could be crucial to make a impact on customer rating, 5 of them would increase the probability of occurrence of repurchase intention keyword factors. In the future, we would like to analysis service quality with structured dataset in a systematic way. This data-based customer reviews analysis would be an important review for hosts on Airbnb in Taipei, government officials and travel agencies to know more about customers and hosts on Airbnb. |
| Databáze: | Networked Digital Library of Theses & Dissertations |
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