ISSN 2348-3156 (Print) International Journal of Social Science and Humanities Research ISSN 2348-3164 (online) Vol. 10, Issue 3, pp: (165-180), Month: July - September 2022, Available at: www.researchpublish.com
The Level of Customer Service Satisfaction of Selected Airbnb in Mandaluyong City Lyndon Archie S. Mangotara 1, Vida Lyn A. Dioso 2, Miguel Karlo G. Menguito 3, Ms. Anna-Liza A. Tibayan4 Bachelor of Science in Hotel and Restaurant Management 1,2,3
Research scholar, 4Adviser
DE LA SALLE UNIVERSITY – DASMARINAS College of Tourism and Hospitality Management Hotel & Restaurant Management Department DOI: https://doi.org/10.5281/zenodo.6883365
Published Date: 22-July-2022
Abstract: “Airbnb (Air Bed and Breakfast) is a service that allows property owners rent out their spaces to travelers looking for a place to stay”. With the worldwide success of this type of lodging service, the researchers were inspired to conduct a study that is focused on Airbnb, particularly on the level of customer satisfaction on the quality of service provided by this type of lodging facility. The study employed the descriptive method of research. The approach was quantitative since the problems posed in the study were expressed in numerical data obtained from the survey conducted through questionnaires. There was a total of 102 guests from the selected Airbnbs in Mandaluyong City who were randomly selected and participated in the study. They were asked on their perception as to the service quality provided by the selected Airbnbs in Mandaluyong City. Their perception was also determined in terms of booking procedures, host reception, accommodation, price, location. The demographic characteristics of the participants were also taken to find out if they are significantly related to their satisfaction with Airbnbs’ quality of service. Likewise, the relationship between service quality and satisfaction was also determined. Based on the results of the study, the quality of service provided by Airbnbs in Mandaluyong City was very good in terms of booking procedures, accommodation, host reception, price, and location. It was determined that guests’ satisfaction on the quality of service provided depends on the educational attainment of the guests but not on their age, gender, monthly income, and civil status. It was also found out that satisfaction of the guests is strongly correlated with the quality of service received from the Airbnbs. Lastly, as part of the output, the researchers developed a set of recommendations to help improve and increase the level of guest satisfaction on the service quality provided by the selected Airbnbs. Keywords: Customer Satisfaction, Airbnbs, Service Quality, Lodging.
1. INTRODUCTION Service quality and customer satisfaction are critical for the service survival. These are the main components that should be provided by companies to be able to survive in the hospitality industry. Service quality in the hospitality industry has become one of the most important factors for gaining competitive advantage as well as customers’ confidence and satisfaction in this highly competitive industry.
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