Exploring the Service Quality of Airbnb

Sunny Sun*, CHEN ZHENG, Markus Schuckert, Rob Law

*Corresponding author for this work

Research output: Contribution to journalArticle (journal)peer-review

5 Citations (Scopus)
1730 Downloads (Pure)


Airbnb has become a strong competitor for hotels when it comes to accommodation choices. However, few studies have analyzed the service quality provided by Airbnb. In order to approach this gap and to support the industry to maintain competitiveness, this study identified related dimensions measuring the service quality based on a qualitative design, conducting a content analysis of Airbnb related reviews. The following six dimensions are identified and discussed: Accuracy, Cleanliness, Rooms and Facilities, Location, Personalized Service, and Value. Findings indicate that competitive advantage can be maintained by improving target group-related service quality, the accuracy and relevance of information provided, flexible check-in and check-out slots and services, as well as the organization of tours and events for guests.
Original languageEnglish
Pages (from-to)531-534
Number of pages4
JournalTourism Analysis
Issue number4
Publication statusPublished - 13 Nov 2019


  • Airbnb
  • competitive advantage
  • hotels
  • service quality
  • sharing economy


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