Adapting and testing an instrument to assess users’ satisfaction and loyalty in hotel and airbnb hosting services

Trentin, Luciano; Espig, Aline; Tontini, Gérson; Silva, Júlio César da

doi:10.7784/rbtur.v16.2466

Luciano Trentin E-mail: trentinluciano@yahoo.com.br

Regional University of Blumenau (FURB), Blumenau, SC, Brasil.

Luciano Trentin Doctor in Accounting Sciences and Administration. Contributions: Research design, literature review, data collection, data analysis and discussion of results.

https://orcid.org/0000-0002-7916-3536

Aline Espig E-mail: aline.espig@gmail.com

Regional University of Blumenau (FURB), Blumenau, SC, Brasil.

Aline Espig Master in Administration. Contributions: Research design, literature review, data collection and discussion of results.

https://orcid.org/0000-0002-5711-862X

Gérson Tontini E-mail: gersontontini@gmail.com

Regional University of Blumenau (FURB), Blumenau, SC, Brasil.

Gérson Tontini Doctor in Mechanical Engineering and Post Doctorate in Administration. Contributions: Research design, literature review, data collection, data analysis and discussion of results.

https://orcid.org/0000-0002-7430-562X

Júlio César da Silva E-mail: profjuliosilva72@gmail.com

Regional University of Blumenau (FURB), Blumenau, SC, Brasil.

Name: Júlio César da Silva Doctor in Accounting Sciences and Administration. Contributions: Research design, literature review, data collection and discussion of results.

https://orcid.org/0000-0002-6655-284X

Luciano Trentin

Doctor in Accounting Sciences and Administration.

Contributions: Research design, literature review, data collection, data analysis and discussion of results.

E-mail: trentinluciano@yahoo.com.br

Aline Espig

Master in Administration.

Contributions: Research design, literature review, data collection and discussion of results.

E-mail: aline.espig@gmail.com

Gérson Tontini

Doctor in Mechanical Engineering and Post Doctorate in Administration.

Contributions: Research design, literature review, data collection, data analysis and discussion of results.

E-mail: gersontontini@gmail.com

Name: Júlio César da Silva

Doctor in Accounting Sciences and Administration.

Contributions: Research design, literature review, data collection and discussion of results.

E-mail: profjuliosilva72@gmail.com

Editor:

Glauber Eduardo de Oliveira Santos.

H₁: The hosting services offered to users of Airbnb and hotels positively influence loyalty;
H₂: The hosting services offered to users of Airbnb and hotels positively influence satisfaction;
H₃: Satisfaction with the services offered to Airbnb users and hotels positively influences loyalty.

How satisfied you are with:
Dimensions	Assertions	Authors
Attendance	Appearance of staff or hosts	Minciotti, Santolia and Kaspar (2008)Minciotti, S., Santolia, F., & Kaspar, C. (2008). Identificação de fatores críticos de sucesso para monitoramento do nível de satisfação de hóspedes de hotéis. Revista Turismo em Análise, 19(1), p 155-173. http://dx.doi.org/10.11606/issn.1984-4867.v19i1p155-173. https://doi.org/10.11606/issn.1984-4867.... .
	Helpfulness and kindness of staff or hosts
	The ability of attendants or hosts to communicate with guests
	Friendliness and helpfulness of location information, sights, convenience stores, etc.
	Service flexibility according to guests' demands
Installation	Facility design and appearance	Minciotti, Santolia and Kaspar (2008)Minciotti, S., Santolia, F., & Kaspar, C. (2008). Identificação de fatores críticos de sucesso para monitoramento do nível de satisfação de hóspedes de hotéis. Revista Turismo em Análise, 19(1), p 155-173. http://dx.doi.org/10.11606/issn.1984-4867.v19i1p155-173. https://doi.org/10.11606/issn.1984-4867.... .
	Conditions and functionalities of the establishment's facilities
	Cleanliness and hygiene of rooms, bathrooms, and common areas
	The comfort of the facilities during your stay (beds, chairs, rooms, etc. are comfortable, clean, and restful)
Reliability	Accuracy of invoice during check-out	Tussyadiah (2016)Tussyadiah, I. P. (2016). Factors of satisfaction and intention to use peer-to-peer accommodation. International Journal of Hospitality Management, 55, p. 70–80. https://doi.org/10.1016/j.ijhm.2016.03.005 https://doi.org/10.1016/j.ijhm.2016.03.0... ; Minciotti, Santolia and Kaspar (2008)Minciotti, S., Santolia, F., & Kaspar, C. (2008). Identificação de fatores críticos de sucesso para monitoramento do nível de satisfação de hóspedes de hotéis. Revista Turismo em Análise, 19(1), p 155-173. http://dx.doi.org/10.11606/issn.1984-4867.v19i1p155-173. https://doi.org/10.11606/issn.1984-4867.... .
	Absence of problems
	Execution of the promised in the combined period
	Assistance with the services promised in the advertising
Service	Variety of leisure, entertainment, and additional services (wake-up service, laundry, room service, taxi call, sale of tickets for events, etc.)	Tussyadiah (2016)Tussyadiah, I. P. (2016). Factors of satisfaction and intention to use peer-to-peer accommodation. International Journal of Hospitality Management, 55, p. 70–80. https://doi.org/10.1016/j.ijhm.2016.03.005 https://doi.org/10.1016/j.ijhm.2016.03.0... ; Möhlmann (2015)Möhlmann, M. (2015). Collaborative consumption: determinants of satisfaction and the likelihood of using a sharing economy option again. Journal of Consumer Behaviour, 14(3), p. 193-207. https://doi.org/10.1002/cb.1512. https://doi.org/10.1002/cb.1512... ; Minciotti, Santolia and Kaspar (2008)Minciotti, S., Santolia, F., & Kaspar, C. (2008). Identificação de fatores críticos de sucesso para monitoramento do nível de satisfação de hóspedes de hotéis. Revista Turismo em Análise, 19(1), p 155-173. http://dx.doi.org/10.11606/issn.1984-4867.v19i1p155-173. https://doi.org/10.11606/issn.1984-4867.... .
	Extra comfort offered (amenities such as beauty products, softer towels, personalized services)
	Regarding the availability of meals
	Speed and stability of the internet connection
	Efficiency and speed at check-in or check-out
How do you agree with the following statements?
Value	This establishment is worth what I charge	Tussyadiah (2016)Tussyadiah, I. P. (2016). Factors of satisfaction and intention to use peer-to-peer accommodation. International Journal of Hospitality Management, 55, p. 70–80. https://doi.org/10.1016/j.ijhm.2016.03.005 https://doi.org/10.1016/j.ijhm.2016.03.0... .
	The price of this establishment is within the expected
	I am satisfied with the value of the service
	The price charged for the establishment was fair
Loyalty	I recommend using this establishment to my friends and relatives	Tussyadiah (2016)Tussyadiah, I. P. (2016). Factors of satisfaction and intention to use peer-to-peer accommodation. International Journal of Hospitality Management, 55, p. 70–80. https://doi.org/10.1016/j.ijhm.2016.03.005 https://doi.org/10.1016/j.ijhm.2016.03.0... ; Santos (2007)Santos, C. P. A. (2007). Recuperacao de Serviços e seu efeito na Confianca e Lealdade do Cliente. RAC-Eletrônica, 1(3), 35-51.; Larán and Espinoza (2004)Larán, J. A., & Espinoza, F. S. (2004). Consumidores satisfeitos, e então? Analisando a satisfação como antecedente da lealdade. Revista de Administração Contemporânea, 8(2), 51-70. https://doi.org/10.1590/S141565552004000200004. https://doi.org/10.1590/S141565552004000... ; Hallowell (1996)Hallowell, R. (1996). The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study. International Journal of Service Industry Management, 7 (4), p. 27-42. https://doi.org/10.1108/09564239610129931. https://doi.org/10.1108/0956423961012993... .
	I intend to continue using this establishment more than other services available
	I prefer to use this option whenever I can
Satisfaction	The service has quality	Zeithaml, Bitner, and Gremler (2018)Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2018). Services marketing: Integrating customer focus across the firm. 7th ed. McGraw-Hill Education.
	I am satisfied with the service I used
	The establishment's service meets my expectations
Profile	Age	Mody, Suess and Lehto (2017)Mody, M. A., Suess, C., & Lehto, X. (2017). The accommodation experience scape: a comparative assessment of hotels and Airbnb. International Journal of Contemporary Hospitality Management. 29(9), p. 2377-2404. https://doi.org/10.1108/IJCHM-09-2016-0501 https://doi.org/10.1108/IJCHM-09-2016-05... ; Minciotti, Santolia and Kaspar (2008)Minciotti, S., Santolia, F., & Kaspar, C. (2008). Identificação de fatores críticos de sucesso para monitoramento do nível de satisfação de hóspedes de hotéis. Revista Turismo em Análise, 19(1), p 155-173. http://dx.doi.org/10.11606/issn.1984-4867.v19i1p155-173. https://doi.org/10.11606/issn.1984-4867.... .
	Gender
	Salary
	Education

		Frequency	Percent			Frequency	Percent
Gender		Male				Feminine
Gender		259	40.2			386	59.8
Marital status		Married				Not married
Marital status		349	54.1			296	45.9
Education				Age Group
	Postgraduate studies	438	67.9		Over 51 years old	61	9.5
	University education	164	25.4		From 41 to 50 years	116	18.0
	High school	40	6.2		From 31 to 40 years	220	34.1
	Elementary School	3	0.5		From 18 to 30 years	248	38.4
	Total	645	100.0		Total	645	100.0

Dimension	Cronbach's alpha	Composite Reliability	AVE
Attendance	0.914	0.920	0.690
Installations	0.909	0.910	0.720
Reliability	0.862	0.870	0.690
Service	0.797	0.800	0.570
Value	0.963	0.960	0.870
Loyalty	0.894	0.900	0.750
Satisfaction	0.960	0.960	0.890

Dimension	Attendance	Installations	Reliability	Service	Value	Loyalty	Satisfaction
Attendance	0.831
Iinstallations	.678^ . The correlation is significant at the 0.01 level (2 ends).	0.849
Reliability	.645^ . The correlation is significant at the 0.01 level (2 ends).	.670^ . The correlation is significant at the 0.01 level (2 ends).	0.831
Service	.499^ . The correlation is significant at the 0.01 level (2 ends).	.557^ . The correlation is significant at the 0.01 level (2 ends).	.442^ . The correlation is significant at the 0.01 level (2 ends).	0.755
Value	.562^ . The correlation is significant at the 0.01 level (2 ends).	.600^ . The correlation is significant at the 0.01 level (2 ends).	.645^ . The correlation is significant at the 0.01 level (2 ends).	.432^ . The correlation is significant at the 0.01 level (2 ends).	0.933
Loyalty	.544^ . The correlation is significant at the 0.01 level (2 ends).	.616^ . The correlation is significant at the 0.01 level (2 ends).	.623^ . The correlation is significant at the 0.01 level (2 ends).	.419^ . The correlation is significant at the 0.01 level (2 ends).	.677^ . The correlation is significant at the 0.01 level (2 ends).	0.866
Satisfaction	.661^ . The correlation is significant at the 0.01 level (2 ends).	.730^ . The correlation is significant at the 0.01 level (2 ends).	.722^ . The correlation is significant at the 0.01 level (2 ends).	.523^ . The correlation is significant at the 0.01 level (2 ends).	.761^ . The correlation is significant at the 0.01 level (2 ends).	.808^ . The correlation is significant at the 0.01 level (2 ends).	0.943

Adjustment Indices	The value found in the model	Recommended Values
Chi-square (χ2) and	1013.580
p-value	(ρ < 0.000)	(ρ less than 0.000)
Degree of Freedom (df)	267	-
CMIN/DF (χ2/df)	3.796	Less than 5.0
GFI	0.880	Greater than 0.90
TLI	0,947	Greater than 0.90
CFI	0.953	Greater than 0.90
RMSR	0.078	Less than 0.10
RMSEA	0.066	Between 0.04 and 0.08

Dimension	Type of Establishment						Total			Impact on Loyalty	Impact on Satisfaction
	Airbnb			Hotels			Total
	X	M_d	σ	X	M_d	σ	X	M_d	σ
Attendance	6.04	6	1.012	5.99	6	1.007	6.01	6	1.009	0.740	0.740
Installations	5.83	6	1.023	5.85	6	1.095	5.84	6	1.063	0.828	0.828
Reliability	6.14	6	0.993	6.11	6	1.053	6.12	6	1.026	0.844	0.844
Service	4.82	5	1.400	5.41	5	1.185	5.15	5	1.317	0.644	0.644
Value	5.78	6	1.211	5.70	6	1.204	5.73	6	1.207	0.804	0.804
Grand total	5.76	6	0.906	5.83	6	0.904	5.80	6	0.905	0.917	0.955
Number of resp dents	286			359			645

Student's t-test		Dimension
Student's t-test		Attendance	Installations	Reliability	Service	Value	Loyalty	Satisfaction
Airbnb and Hotels	Result	≅ AAV	≅ AAV	≅ AAV	≠ AAV	≅ AAV	≅ AAV	≅ AAV
	p-value	0.486	0.750	0.727	0.000	0.362	0.829	0.445
	T test	0.697	-0.318	0.349	-3.898	0.913	0.216	0.764

[1] Luciano Trentin

Doctor in Accounting Sciences and Administration.

Contributions: Research design, literature review, data collection, data analysis and discussion of results.

Brasil

Brasil

Adapting and testing an instrument to assess users’ satisfaction and loyalty in hotel and airbnb hosting services

Adaptação e teste de um instrumento para avaliar a satisfação e a lealdade dos usuários em hotéis e hospedagens airbnb

Adaptación y prueba de un instrumento para evaluar la satisfacción y la fidelidad de los usuarios en hoteles y servicios de alojamiento de airbnb

Abstract