Quality (philosophy)

Accommodation

Marketing

Philosophy

Neuroscience

Service (business)

Chromatography

Tourism

Archaeology

Hospitality industry

Destinations

Business

Service quality

Advertising

Psychology

Loyalty business model

Geography

Epistemology

Chemistry

Loyalty

Sample (material)

Consumer satisfaction

Customer satisfaction

International Journal of Tourism Research

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.

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