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http://dx.doi.org/10.14400/JDC.2022.20.5.477

The Study on Factors Affecting Customer Satisfaction with Airbnb Service  

Mun, Jun-Hwan (Dept. of Convergence Program for Social Innovation, Sungkyunkwan University)
Kim, Tae-Yeon (Dept. of Business Administration, Sogang University)
Publication Information
Journal of Digital Convergence / v.20, no.5, 2022 , pp. 477-488 More about this Journal
Abstract
The purpose of this study is to examine how factors that select Airbnb service affect service satisfaction and the moderating effect according to marital status. The subjects of this study are customers who who have used Airbnb services in the metropolitan area. The questionnaire survey was conducted with 150 people, and the results were analyzed and hypothesis testing was performed using Structural Equation Model(SEM). As a result of the study, it has been found that price, online review, and Unique Experience Expectation(UEE) among the factors that selected Airbnb have positive effects on service use satisfaction. In addition, marital status has been found to play a mediating role among price, UEE and customer satisfaction. For single customers, price is an important factor influencing service satisfaction, but for married customers, it is not. In this sense, it is important not only to conduct marketing and promotions considering only gender, but also to provide services according to whether they are single or married.
Keywords
Sharing Economy; Airbnb; Unique Experience Expectation; Satisfaction SEM; Moderating effect;
Citations & Related Records
Times Cited By KSCI : 5  (Citation Analysis)
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