Satisfaction of short-term rental customers: empirical study in Portugal

Business: Theory and Practice

João Estêvão¹  Maria João Machado¹  Álvaro Dias¹  Mafalda Patuleia¹ 

[1] School of Economic Sciences and Organization (ECEO), Transdisciplinary Research Center for Entrepreneurship & Innovation Ecosystems (TRIE), Lusófona University, Lisbon, Portugal;

关键词: short-term rental;    satisfaction;    recommendation;    sustainability;    hotel industry;    portugal;   

DOI  :  10.3846/btp.2021.14289

来源: DOAJ

【 摘 要 】

This study has three specific objectives: to analyse the association between the characteristics of the accommodation and the satisfaction of short-term rental customers; to analyse whether customer satisfaction is associated with them recommending the accommodation; and to analyse which satisfaction dimensions most influence the overall satisfaction of short-term rental customers. Data collection was carried out through an online survey aimed at individuals residing in Portugal, who stayed overnight in a short-term rental accommodation within the national territory. One thousand valid inquiries were collected. The results suggest the following as main contributions: the demonstration that the type of accommodation and the neighbourhood are associated with the satisfaction of short-term rental customers; the validation of the importance of customer satisfaction in terms of them recommending the accommodation; the identification of the importance of the various satisfaction dimensions as determinants of the overall satisfaction of the short-term rental customer.

【 授权许可】

Unknown