Abstract
Customer satisfaction is a measure of how well a company’s products, services, and overall customer experience meet customer satisfaction levels. It reflects your business’ health by showing how well your products or services resonate with buyers. As customer spending on lodging marketplace platform is growing at faster pace than major hotel chain, online lodging platform has become a threat to the hotel industry. In this paper, we explore the dimensions of service quality and customer satisfaction at Airbnb short-term lodging and compare the dimensions with service quality and customer satisfaction theoretical concept.
Presenters
Susita CarrollAssociate Professor of Management, Management, Marketing and MIS, Winston Salem State University, North Carolina, United States
Details
Presentation Type
Paper Presentation in a Themed Session
Theme
Tourism and Leisure Industries
KEYWORDS
CUSTOMER SATISFACTION, SERVICE MANAGEMENT, SERVICE QUALITY
Digital Media
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