Satisfaction of short-term rental customers: empirical study in Portugal
Abstract
This study has three specific objectives: to analyse the association between the characteristics of the accommodation and the satisfaction of short-term rental customers; to analyse whether customer satisfaction is associated with them recommending the accommodation; and to analyse which satisfaction dimensions most influence the overall satisfaction of short-term rental customers. Data collection was carried out through an online survey aimed at individuals residing in Portugal, who stayed overnight in a short-term rental accommodation within the national territory. One thousand valid inquiries were collected. The results suggest the following as main contributions: the demonstration that the type of accommodation and the neighbourhood are associated with the satisfaction of short-term rental customers; the validation of the importance of customer satisfaction in terms of them recommending the accommodation; the identification of the importance of the various satisfaction dimensions as determinants of the overall satisfaction of the short-term rental customer.
Keyword : short-term rental, satisfaction, recommendation, sustainability, hotel industry, Portugal
This work is licensed under a Creative Commons Attribution 4.0 International License.
References
Falk, M., & Yang, Y. (2020). Hotels benefit from stricter regulations on short-term rentals in European cities. Tourism Economics, 1–14. https://doi.org/10.1177/1354816620918769
Hsieh, Y., & Lin, Y. (2010). Bed and breakfast operators’ work and personal life balance: a cross-cultural comparison. International Journal of Hospitality Management, 29(1), 576–581. https://doi.org/10.1016/j.ijhm.2009.10.018
Jo, W., Lee, C., & Reisinger, Y. (2014). Behavioral intentions of international visitors to the Korean hanbok guest houses: Quality, value and satisfaction. Annals of Tourism Research, 47(1), 83–86. https://doi.org/10.1016/j.annals.2014.05.003
Jiang, N., Law, R., & Li, L. (2020). Impacts of peer-to-peer accommodation on the hotel industry: Hoteliers’ perspective. International Journal of Hospitality Management, 88(1), 1–9. https://doi.org/10.1016/j.ijhm.2020.102516
Limberger, P., Anjos, F., Meira, J., & Anjos, S. (2014). Satisfaction in hospitality on TripAdvisor.com: An analysis on the correlation between evaluation criteria and overall satisfaction. Tourism and Management Studies, 10(1), 59–65.
Liu, J., Park, J., Xie, K., Song, H., & Chen, W. (2020). Effect of commercial neighbors on the online popularity of peer-topeer accommodation-sharing properties. Journal of Hospitality & Tourism Research, 44(5), 780–805. https://doi.org/10.1177/1096348020909855
Machado, M., & Silva, M. (2018). Satisfaction regarding the methods used to evaluate hotel performance. Italian Sociological Review, 8(3), 357–377. https://doi.org/10.1504/IJAMS.2019.10018985
Machado, M. (2019). Determinants of customer satisfaction: empirical study in hotels. International Journal of Applied Management Science, 11(2), 91–112. https://doi.org/10.1504/IJAMS.2019.10018985
Mood, A., Graybill, F., & Boes, D. (1974). Introduction to the theory of statistics (3th ed.). McGraw-Hill.
Nieuwland, S., & Melik, R. (2020). Regulating Airbnb: how cities deal with perceived negative externalities of short-term rentals. Current Issues in Tourism, 23(7), 811–825. https://doi.org/10.1080/13683500.2018.1504899
Priporas, C., Stylos, N., Vedanthachari, L., & Santiwatana, P. (2017). Service quality, satisfaction, and customer loyalty in Airbnb accommodation in Thailand. International Journal of Tourism Research, 19(1), 693–704. https://doi.org/10.1002/jtr.2141
Sainaghi, R. (2020). The current state of academic research into peer-to-peer accommodation platforms. International Journal of Hospitality Management, 89(1), 1–14. https://doi.org/10.1016/j.ijhm.2020.102555
Sthapit, E., & Jiménez-Barreto, J. (2018). Exploring tourists’ memorable hospitality experiences: An Airbnb perspective. Tourism Management Perspectives, 28(1), 83–92. https://doi.org/10.1016/j.tmp.2018.08.006
Siegel, S., & Castellan, N. (1988). Nonparametric statistics for the behavioral sciences. McGraw-Hill.
Tussyadiah, I. P. (2016). Factors of satisfaction and intention to use peer-to-peer accommodation. International Journal of Hospitality Management, 55(1), 70–80. https://doi.org/10.1016/j.ijhm.2016.03.005
Urquiaga, A., Lorente-Riverola, I., & Sanchez, J. (2020). Platform-mediated short-term rentals and gentrification in Madrid. Urban Studies, 57(15), 3095–3115. https://doi.org/10.1177/0042098020918154
Wang, S., & Hung, K. (2015). Customer perceptions of critical success factors for guest houses. International Journal of Hospitality Management, 48(1), 92–101. https://doi.org/10.1016/j.ijhm.2015.05.002
Wang, C., & 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(1), 162–170. https://doi.org/10.1016/j.ijhm.2018.04.006
Wyman, D., Mothorpe, C., & McLeod, B. (2020). Airbnb and VRBO: the impact of short-term tourist rentals on residential property pricing. Current Issues in Tourism, Forthcoming. https://doi.org/10.1080/13683500.2019.1711027
Yeon, J., Song, H., & Lee, S. (2020). Impact of short-term rental regulation on hotel industry: a difference-in-differences approach. Annals of Tourism Research, 83(1), 1–13. https://doi.org/10.1016/j.annals.2020.102939