Examining structural relationships among service quality, perceived value, satisfaction and revisit intention for airbnb guests

Abstract

ABSTRACT Recently, many researchers have begun to pay attention to Airbnb, a new type of accommodation. However, evaluating service quality as well as the value of Airbnb have not yet gained much attention. The aim of current study is to examine the relationships among service quality, perceived value, satisfaction, and revisit intention among Airbnb guests. The results from the structural equation modelling analysis showed that service quality and perceived value had a positive effect on satisfaction and perceived value partially mediates the casual relationship between service quality and satisfaction. Moreover, overall satisfaction was directly related to revisit intention. This study stressed key suggestions for managers to build a successful business based on the peer to peer accommodation, and boost guests’ satisfaction with Airbnb, which would be beneficial to not only the hospitality industry but also destinations where Airbnb accommodations are located.