International Journal of Research Studies in Management
United Tourism and Hospitality Professionals Special Issue
2024 Volume 12 Issue 14
Available Online: 8 November 2024
Author/s:
Mendaña, Katrina Camille R.*
Graduate School, Lyceum of the Philippines University – Batangas, Philippines (kcr.mendana@gmail.com)
Apritado, Jennie Margaret
Lyceum of the Philippines University – Batangas, Philippines (jmapritado@lpubatangas.edu.ph)
Abstract:
Airbnb has grown to become one of the biggest online lodging companies and become one of the mega players in the hospitality industry. It provides more than 7 million houses, apartments, and rooms for rent in practically every nation around the globe. This study aims to contribute in determining the relationship between the service quality, experiential attributes, and customer-perceived value among Airbnb guests in MIMAROPA region and to proposed a framework that will enhance the Airbnb services provided by the host. Using Descriptive- Correlation in 253 respondents and apply Pearson Correlation Coefficient and Analysis of Variance (ANOVA), the study shows that Gen X travelers placed a higher value on web responsiveness, web efficiency, and facility service, singles females prioritized host service and facility service, while those traveling with family valued all experiential attributes and companionship throughout their stay, and Gen Z, females, singles, and those traveling with friends all showed a strong preference for mobile usability. A significant positive relationship exists between service quality and experiential attributes on Airbnb. This suggests that guests who perceive high-quality service are also more likely to value the unique experiences offered through Airbnb. Furthermore, there is a significant positive relationship between service quality and customer-perceived value of Airbnb. This suggested that the service quality of Airbnb affects the guests who experienced high-quality service and more likely to perceive Airbnb as a valuable accommodation option.
Keywords: service quality, experiential, customer-perceived value, Airbnb, MIMAROPA, Philippines
DOI: https://doi.org/10.5861/ijrsm.2024.1307
Cite this article:
Mendaña, K. C. R., & Apritado, J. M. (2024). Service quality, experiential and customer-perceived value among guests to Airbnb in MIMAROPA: A proposed framework to enhance Airbnb services. International Journal of Research Studies in Management, 12(14), 77-92. https://doi.org/10.5861/ijrsm.2024.1307
* Corresponding Author