Electronic Theses and Dissertations

Identifier

6463

Date

2019

Document Type

Thesis

Degree Name

Master of Science

Major

Sport and Hospitality Mgmt

Concentration

Hospitality Management

Committee Chair

Radesh Palakurthi

Committee Member

Carol Silkes

Committee Member

Donghee Kim

Abstract

Shared Economy (SE) is a growing concept in modern times, and it is having a radical impact on the hospitality industry, especially the lodging industry. The primary purpose of this research was to perform an empirical analysis of the relative importance of the standard quality attributes used to evaluate service quality of Airbnb properties by its guests. This research paper uses Penalty-Reward Contrast Analysis to assess Airbnb’s six quality attribute scores with the guests’ overall quality scores. The research categorized the quality attributes into Basic, Performance and Excitement factors. This research found that the overall ratings for Airbnb properties for the six standard quality attributes in Tennessee were very high, ranging between 9.0 and 9.8 on a 10-point scale (1 = poor; 10 = excellent). However, significant differences existed between the six quality attribute ratings by property type leading to different profiles in terms of the factors being Basic, Performance or Excitement in status.

Comments

Data is provided by the student.

Library Comment

Dissertation or thesis originally submitted to the local University of Memphis Electronic Theses & dissertation (ETD) Repository.

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