Academic Star Publishing Company

Economics

ISSN: 2155-7950
Journal of Business and Economics

Investigation and Research on Customer Satisfaction of Airbnb: A Case Study in Zhengzhou, China

An Zheng

(University of Thai Thamber of Commerce, Thailand)

Abstract: This study explored the impact of housing quality, service quality and online review text characteristics on Airbnb customer satisfaction in Zhengzhou Airbnb houses. Although Airbnb’s production is growing rapidly, it faces C-trips, short-term rents for ants, and a vault of Chinese Tujia. In the fierce market competition, the focus must be on improving service levels and customer

satisfaction.

This study used a questionnaire to conduct research. The survey of this study was conducted by users of Airbnb houses in Zhengzhou City. The sample size is 361 respondents from Zhengzhou City. The data was analyzed through descriptive analysis and social science statistical software package (SPSS). The results showed that the housing quality of the house, the service interaction of the homeowner, and the positive online comments have significant customer satisfaction with the Airbnb house produced. Positive Impact In addition, some improvements and recommendations are given in terms of customer satisfaction in elevated Airbnb homes.

Key words: Airbnb, customer satisfaction, services quality

JEL codes: M0