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- Title
SATISFACTION OF SHORT-TERM RENTAL CUSTOMERS: EMPIRICAL STUDY IN PORTUGAL.
- Authors
MACHADO, Maria João; PATULEIA, Mafalda; DIAS, Álvaro; ESTÊVÃO, João
- Abstract
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.
- Subjects
PORTUGAL; CUSTOMER satisfaction; HOTELS; SUSTAINABILITY; BED &; breakfast accommodations
- Publication
Business: Theory & Practice, 2021, Vol 22, Issue 2, p361
- ISSN
1648-0627
- Publication type
Article
- DOI
10.3846/btp.2021.14289