Service Quality, Satisfaction, and Customer Loyalty in Peer to Peer Lodging in Malaysia

Authors

  • Haziman bin Zakaria
  • Diyana Kamarudin
  • Wan Khairul Anwar Wan Abd Manan

Abstract

Their rise of a sharing economy in accommodation industry has changed the way people practice to own a lodging place. In 2017, 81% of Airbnb listing in Malaysia are entire houses and 18% are private room. At the same time 1.5 million inbound guests use Airbnb in Malaysia at the same year. This data show people now start with shifting from hotel industry toward peer-to-peer (P2P) accommodation industry for some reason. This paper will investigate the relationship of service quality toward customer loyalty in P2P accommodation plus either customer satisfaction plays an important factor in customer loyalty. A survey question will be spread, and answer will be taken from a nonprobability sample of 300 respondents who experience usingP2P accommodation customer in Kuala Lumpur. Kuala Lumpur is selected asit is the most tourist destinations to visit in Malaysia. This study will unidentified the relationship between P2P service quality and loyalty in P2P accommodation. Beside thatthis study will analyses arecustomer satisfaction factor will be mediators of the relationship between P2P service quality toward customer satisfaction. Besides that, the result will help P2P host and hotel player to understand, learn and get a recommendation on how to enhance customer experience thus it will benefit the development of lodging industry in Malaysia. 

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Published

2019-11-25

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Section

Articles