How Do Information Quality, E-service Quality, And System Quality Enhance Customer Satisfaction for Airbnb?
DOI:
https://doi.org/10.54097/knn3fq40Keywords:
Information Quality, Service Quality, Customer Loyalty, Sharing Economy, E-service Quality.Abstract
This research study delves into the dynamic interplay between information quality, service quality, e-service quality, customer satisfaction, repurchase intention, and customer loyalty within the Airbnb platform, offering significant insights and practical implications for the sharing economy and online platforms. Utilizing a quantitative research approach, the study examines the complex relationships among these factors, drawing on empirical evidence to enhance our understanding of consumer behavior in the context of Airbnb. The study's findings reveal a significant positive correlation between information quality and customer satisfaction, highlighting the pivotal role of clear, accurate, and reliable information in influencing consumer perceptions and trust. Similarly, both service quality and e-service quality are found to have substantial positive relationships with customer satisfaction, underscoring the importance of high-quality service delivery in both physical and digital realms. Furthermore, the research identifies a strong positive association between customer loyalty and repurchase intention, suggesting that loyal customers are more likely to continue using Airbnb services in the future. These insights have profound implications for Airbnb and similar platforms in the sharing economy, suggesting that prioritizing information transparency, user-friendly interface design, quality customer service, and loyalty programs can significantly enhance user experiences, foster trust, and ensure steadfast consumer loyalty. The practical applications of this study advise platforms like Airbnb to focus on improving the accuracy and transparency of information, investing in intuitive and error-free user interfaces, offering efficient customer service, and implementing loyalty programs to cultivate long-term customer relationships and promote repeat business. The study also discusses the limitations encountered, including the constraints of a quantitative approach that may not fully capture the breadth of customer experiences and viewpoints, the sample size which might not accurately reflect the diversity of Airbnb's customer base, and the reliance on online data collection that may exclude certain segments of the population. These limitations suggest avenues for future research, emphasizing the need for incorporating qualitative methodologies, expanding the sample size for greater generalizability, and diversifying data collection methods to include a broader spectrum of user experiences. In conclusion, this research contributes to the existing body of knowledge by empirically demonstrating the crucial impact of information quality, service quality, and e-service quality on customer satisfaction, loyalty, and repurchase intentions in the Airbnb context. It offers valuable recommendations for enhancing service delivery and customer experience in the sharing economy, highlighting the strategic importance of building and maintaining customer loyalty for the sustained success of platforms like Airbnb.
Downloads
References
Ali, M., Asmi, F., Rahman, M. M., Malik, N., & Ahmad, M. S. (2017). Evaluation of E-service quality through customer satisfaction (A case study of FBR E-taxation). Open Journal of Social Sciences, 5(9), 175-195.
Amin, A. M. A. A. M., & Chandra, T. C. T. (2022, April). The Effect of Information Quality and Innovation on Customer Loyalty Mediating by Customer Satisfaction. In International Conference of Business and Social Sciences (pp. 1213-1231).
An, S., Suh, J., & Eck, T. (2019). Examining structural relationships among service quality, perceived value, satisfaction and revisit intention for airbnb guests. International Journal of Tourism Sciences, 19(3), 145-165.
Anggono, S. A. (2016). THE INFLUENCE OF E-SERVICE QUALITY AND E-WOM TOWARDS PERCEIVED VALUE AND ITS IMPLICATION ON REPURCHASE INTENTION (A CASE STUDY OF AIRBNB IN BALI, INDONESIA) (Doctoral dissertation, President University).
Aznar, P., Saveras, J. M., Segarra, G., & Claveria, J. (2018). Airbnb competition and hotels’ response: the importance of online reputation.
Babones, S. (2016). Interpretive quantitative methods for the social sciences. Sociology, 50(3), 453-469.
Basias, N., & Pollalis, Y. (2018). Quantitative and qualitative research in business & technology: Justifying a suitable research methodology. Review of Integrative Business and Economics Research, 7, 91-105.
Bridges, J., & Vásquez, C. (2018). If nearly all Airbnb reviews are positive, does that make them meaningless?. Current Issues in Tourism, 21(18), 2057-2075.
Brochado, A., Troilo, M., & Aditya, S. (2017). Airbnb customer experience: evidence of convergence across three countries. Annals of Tourism Research, 63, 210-212.
Chen, C. C., & Chang, Y. C. (2018). What drives purchase intention on Airbnb? Perspectives of consumer reviews, information quality, and media richness. Telematics and Informatics, 35(5), 1512-1523.
Chen, C. C., & Chang, Y. C. (2018). What drives purchase intention on Airbnb? Perspectives of consumer reviews, information quality, and media richness. Telematics and Informatics, 35(5), 1512-1523.
Curtis, T., Abratt, R., Rhoades, D., & Dion, P. (2011). Customer loyalty, repurchase and satisfaction: A meta-analytical review. Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior, 24, 1-26.
Donsuchit, T., & Nuangjamnong, C. (2022). Determinants of Influencing Customer Loyalty and Repurchase Intention toward Mobile Application Food Delivery Service in Bangkok. International Research E-Journal on Business and Economics, 7(1), 1-14.
Duy Phuong, N. N., & Dai Trang, T. T. (2018). Repurchase intention: The effect of service quality, system quality, information quality, and customer satisfaction as mediating role: a PLS approach of m-commerce ride hailing service in Vietnam. Marketing and Branding Research, 5, 78-91.
Erciş, A., Ünal, S., Candan, F. B., & Yıldırım, H. (2012). The effect of brand satisfaction, trust and brand commitment on loyalty and repurchase intentions. Procedia-Social and Behavioral Sciences, 58, 1395-1404.
Finn, A. (2011). Investigating the non-linear effects of e-service quality dimensions on customer satisfaction. Journal of Retailing and Consumer services, 18(1), 27-37.
Gorla, N., Somers, T. M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. The Journal of Strategic Information Systems, 19(3), 207-228.
Gorla, N., Somers, T. M., & Wong, B. (2010). Organizational impact of system quality, information quality, and service quality. The Journal of Strategic Information Systems, 19(3), 207-228.
Hamari, J., Sjöklint, M., & Ukkonen, A. (2016). The sharing economy: Why people participate in collaborative consumption. Journal of the association for information science and technology, 67(9), 2047-2059.
Herington, C., & Weaven, S. (2009). E‐retailing by banks: e‐service quality and its importance to customer satisfaction. European journal of marketing, 43(9/10), 1220-1231.
Huang, D., Coghlan, A., & Jin, X. (2020). Understanding the drivers of Airbnb discontinuance. Annals of Tourism Research, 80, 102798.
Iqbal, M. S., Hassan, M. U., Sharif, S., & Habibah, U. (2017). Interrelationship among corporate image, service quality, customer satisfaction, and customer loyalty: Testing the moderating impact of complaint handling. International Journal of Academic Research in Business and Social Sciences, 7(11), 667-688.
Ivana, M. T., Ambarita, R. J., Fahlevi, M., Prabowo, H., & Ngatindriatun, N. (2021, August). Effect of website quality on customer satisfaction and purchase intention at pt. susan photo album. In 2021 International Conference on Information Management and Technology (ICIMTech) (Vol. 1, pp. 568-573). IEEE.
Joseph, G., & Varghese, V. (2019). Analyzing Airbnb customer experience feedback using text mining. In Big Data and Innovation in Tourism, Travel, and Hospitality (pp. 147-162). Springer, Singapore.
Ju, Y., Back, K. J., Choi, Y., & Lee, J. S. (2019). Exploring Airbnb service quality attributes and their asymmetric effects on customer satisfaction. International Journal of Hospitality Management, 77, 342-352.
Kundu, S., & Datta, S. K. (2015). Impact of trust on the relationship of e-service quality and customer satisfaction. EuroMed Journal of Business, 10(1), 21-46.
Kurnia, G., & Sulistiani, P. B. (2019). Influencing Consumer’s Behavior: Perspective of Information Quality and Consumers Reviews on Airyrooms. PEOPLE: International Journal of Social Sciences, 5(1).
Kuswanto, A., Sundari, S., Harmadi, A., & Hariyanti, D. A. (2019). The determinants of customer loyalty in the Indonesian ride-sharing services: offline vs online. Innovation & Management Review.
Lalicic, L., & Weismayer, C. (2017). The role of authenticity in Airbnb experiences. In Information and communication technologies in tourism 2017 (pp. 781-794). Springer, Cham.
Lalicic, L., & Weismayer, C. (2018). A model of tourists’ loyalty: the case of Airbnb. Journal of Hospitality and Tourism Technology.
Laparojkit, S., & Suttipun, M. (2021). The influence of customer trust and loyalty on repurchase intention of domestic tourism: a case study in Thailand during COVID-19 crisis. The Journal of Asian Finance, Economics and Business, 8(5), 961-969.
Lawani, A., Reed, M. R., Mark, T., & Zheng, Y. (2019). Reviews and price on online platforms: Evidence from sentiment analysis of Airbnb reviews in Boston. Regional Science and Urban Economics, 75, 22-34.
Lee, S., & Kim, D. Y. (2018). The effect of hedonic and utilitarian values on satisfaction and loyalty of Airbnb users. International Journal of Contemporary Hospitality Management.
Lu, L. and Tabari, S., 2019. Impact of Airbnb on customers' behavior in the UK hotel industry. Tourism Analysis, 24(1), pp.13-2
Murshed, F., & Zhang, Y. (2016). Thinking orientation and preference for research methodology. Journal of Consumer Marketing.
Nunkoo, R., Teeroovengadum, V., Ringle, C. M., & Sunnassee, V. (2019). Service quality and customer satisfaction: The moderating effects of hotel star rating. International Journal of Hospitality Management, 102414.
Nyarku, K. M., Kusi, L. Y., Domfeh, H. A., Ofori, H., Koomson, I., & Owusu, J. A. (2018). Moderating the Service Quality-Customer Loyalty Relation through Customer Satisfaction, Gender and Banking Status: Evidence from Mobile Money Users in University Of Cape Coast, Ghana. International Journal of Academic Research in Business and Social Science, 8(6), 704-733.
Priporas, C. V., Stylos, N., Vedanthachari, L. N., & Santiwatana, P. (2017). Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand. International Journal of Tourism Research, 19(6), 693-704.
Queirós, A., Faria, D., & Almeida, F. (2017). Strengths and limitations of qualitative and quantitative research methods. European Journal of Education Studies.
Richards, K. A. R., Killian, C. M., Graber, K. C., & Kern, B. D. (2019). Studying Recruitment and Retention in PETE: Qualitative and Quantitative Research Methods. Journal of Teaching in Physical Education, 38(1), 22-36.
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10).
Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10).
Satama, S. (2014). Consumer adoption of access-based consumption services-Case AirBnB.
Savila, I. D., Wathoni, R. N., & Santoso, A. S. (2019). The role of multichannel integration, trust and offline-to-online customer loyalty towards repurchase intention: An empirical study in online-to-offline (O2O) e-commerce. Procedia Computer Science, 161, 859-866.
Sun, S., Zheng, J., Schuckert, M., & Law, R. (2019). Exploring the Service Quality of Airbnb. Tourism Analysis, 24(4), 531-534.
Sundaram, V., Ramkumar, D., & Shankar, P. (2017). Impact of e-service quality on customer satisfaction and loyalty empirical study in India online business. Kinerja, 21(1), 48-69.
Sutrisno, A., Andajani, E., & Widjaja, F. N. (2019). The effects of service quality on customer satisfaction and loyalty in a logistics company. KnE Social Sciences, 85-92.
Upamannyu, N. K., Gulati, C., Chack, A., & Kaur, G. (2015). The effect of customer trust on customer loyalty and repurchase intention: The moderating influence of perceived CSR. International Journal of Research in IT, Management and Engineering, 5(4), 1-31.
Wang, C. R., & Jeong, M. (2018). What makes you choose Airbnb again? An examination of users’ perceptions toward the website and their stay. International Journal of Hospitality Management, 74, 162-170.
Wesselman, M. L. J. (2014). Social media to enhance e-service quality. Copenhagen Business School.
Yang, S., & Ahn, S. (2016). Impact of motivation for participation in the sharing economy and perceived security on attitude and loyalty toward Airbnb. International Information Institute (Tokyo). Information, 19(12), 5745.
Zehir, C., Sehitoglu, Y., Narcikara, E., & Zehir, S. (2014). ES-quality, perceived value and loyalty intentions relationships in internet retailers. Procedia-Social and Behavioral Sciences, 150, 1071-1079.
Downloads
Published
Issue
Section
License
Copyright (c) 2024 International Journal of Education and Humanities
This work is licensed under a Creative Commons Attribution 4.0 International License.