| In the hospitality industry,customer satisfaction is a persistent goal that entrepreneurs should put emphasis on.Many studies have aimed to determine the key factors that influence customer satisfaction.More recently,with the emergence of the sharing economy,P2P accommodation like Airbnb has also begun to attract the attention of many researchers.The previous study explores Airbnb accommodation spatial distribution,and it estimates the main determinants of its location choice to understanding the Airbnb location decisions in three kinds of tourist destination which is city,nature-based,and sun and beach.Therefore,this study furthers investigate the difference in the guest's experience in the three kinds of tourist destinations and each accommodation types.This study also put focus to examine the similarities of guest's experience between peer-to-peer accommodation and hotel industry.Apart from the guest study side,this study is also investigating host's review in order to find the aspect that host pay attention with guest staying.Final,this study establishes three hypotheses and one research question.Thailand has been selected as a reference point for this study,as it is one of the most popular tourist destinations worldwide.Three provinces in Thailand are corresponding with the area of this study which aims to study Airbnb guest's experiences in the three kinds of tourist destinations which Bangkok is the city,Chiang-Mai is nature-based,and Phuket is the sun and beach.To explore the Airbnb guest's experience and host's review,we use online reviews that provide in the Airbnb platform.All relevant data comes from the Airbnb website by the python web crawler.Airbnb listings data is getting from Airbnb accommodation that available between August to September 2020.There are Airbnb listings collected in Bangkok 23,874 rows,Phuket 15,350 rows,and Chiang-Mai 10,417 rows.Guest review data collected in Bangkok 190,151 rows,Phuket 79,810 rows,and Chiang-Mai 79,887 rows.Host review data collected 34,225 rows.With the big data technology,we conduct Latent Dirichlet allocation(LDA)in order to obtain a cluster of words which is the topic of discussion to the corpus of Airbnb guest and host reviews.Place nearby,affective experience,recommendation,room features and capacity,and helpfulness host,were the most significant factors affecting as guests frequently mentioned in three kinds of tourist destinations.The homely atmosphere was determined as the one factor that only has among guests in the city tourist destination.In contrast,Host aspect was determined as the guest's aspect in every tourist destination.Additionally,there is parity and different aspect of each accommodation type in different tourist destinations.In city tourist destination,top guest's aspect in entire home is helpfulness host,private room is homely atmosphere,and shared room is facilities.In sun and beach destination,guest's aspect in entire home is affective experience,private room and shared room is living experience.In nature-based destination,place nearby is top guest's aspect in entire home and private room,while shared room is living experience.Finally,this study summarizes the Airbnb guest's experience into 9 aspects which are Homely atmosphere,Location,Transportation,Room features and capacity,Amenities and Facilities,Host,Informativeness,Check-in/out,and Worthiness.These findings confirmed the hypothesis of the difference in guest's experience in three kinds of different tourist destinations and accommodation types(entire home,private room,and shared room).This study also confirmed that the guest's experiences of Airbnb and the hotel industry are similar.The customer experience between Airbnb and the hotel industry is similarly more than one aspect.Lastly,the results from the host's perspective show that Airbnb entrepreneurs place a great emphasis on respecting the house rules of guests.Finally,Theoretical implications and practical implications provided in this study. |
PDF Full Text Request