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

Abstract

The study examines customer satisfaction towards Airbnb in Klang Valley and finds out the relationship between reliability, assurance, tangible responsiveness and empathy on customer satisfaction with Airbnb. Descriptive and correlation analysis were used to analyse the data obtained. Finding revealed that the five variables are significantly related to customer satisfaction with tangible showed the strongest relationship while reliability was the weakest relationship on customer satisfaction. The results are in line with previous research whereby assurance, responsiveness and empathy are essential determinants affecting customer satisfaction. Implications and recommendations were provided for future researchers in line with the study.