The influence of service quality towards AIRBNB customer satisfaction in Klang Valley, Malaysia

• Main Authors: Muhammad Syazwan Awang Hussin, Norsabrina Badrul Hisham, Norsyafiqah Nasarudin, Norsyahira Yahya
• Format: Undergraduate Final Project Report
• Language: English
• Published: 2022
• Online Access: http://discol.umk.edu.my/id/eprint/12541/1/H20%20PPTA2%20REPORT.pdf; http://discol.umk.edu.my/id/eprint/12541/

In line with the growth of the accommodation industry, the variety of accommodation options was increasing in Malaysia. Given that Malaysia was country that has tourists from various types of countries was a common phenomenon in this country. The type of accommodation selected for this study was Airbnb. This study was conducted to examine the influence of service quality towards Airbnb customer satisfaction in Klang Valley, Malaysia. Researchers study the relationship between assurance, tangible, responsiveness, reliability and empathy that affect customer satisfaction towards Airbnb in Malaysia. To further understand the relationship between the determinants and customer satisfaction, a quantitative approach using questionnaire was employed for the survey to collect relevant data. Data were collected from customers who have stayed at Airbnb through a questionnaire that is goggle form. The data collected was analysed by using descriptive and Pearson’s correlation analysis techniques. A total of 384 questionnaires were distributed to the respondents and received respond rate of 5.3% which is 365 usable questionnaires for analysis. The results show that the five variables which is assurance, tangible, reliability, empathy and responsiveness affect customer satisfaction. Finding revealed that the five variables are significantly related to customer satisfaction with tangible showed strongest relationship while reliability weakest relationship on customer satisfaction. The results are in line with previous research where assurance, responsiveness, tangible, responsiveness and empathy are important determinants influencing customer satisfaction. Implication and recommendation were provided for future researchers in line with the study.