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Determinants of airbnb guest satisfaction: a comparative study between europe and East Asia
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Autores
Resumo(s)
The rising sharing economy has impacted the lodging industry over the years because of Airbnb's popularity growth. Europe and East Asia are two culturally different regions, and considering that guest expectations might vary, this study analyzes and compares the determinants of Airbnb guest satisfaction in both regions, getting a new perspective on the topic. The analysis is based on a dataset containing English reviews between 2017 and 2021 from 6 different cities – Paris, Madrid, Rome (Europe), Tokyo, Beijing, and Hong Kong (East Asia). A topic modeling algorithm (Latent Dirichlet Allocation) is used to discover latent topics in Airbnb reviews. The findings reveal that most drivers of satisfaction are similar in both regions - location, accommodation, and amenities. In East Asia, guests value more the unique experience that Airbnb can provide, while in Europe, guests are more demanding and focus more on the negative attributes of the accommodation. Therefore, this study aimed to discover the factors that affect guest satisfaction in Airbnb, providing a new angle by comparing two geographic regions. From a practical perspective, it helps to understand how guest expectations vary and identify Airbnb's opportunities and challenges in the studied regions.
Descrição
Dissertation presented as the partial requirement for obtaining a Master's degree in Information Management, specialization in Marketing Intelligence
Palavras-chave
Sharing economy Airbnb Online Reviews Text mining LDA