Title: The Effect of SERVQUAL on Owner Engagement and Satisfaction for Resident Owners of Airbnb in Thailand
Author: Mr. Xu Ma
Advisor: ดร.บุรินทร์ สันติสาส์น – Dr. Burin Santisarn, ดร.ศรัณย์ วิทยากรบัณฑิต – Dr. Sarun Widtayakornbundit
Degree: ปรัชญาดุษฎีบัณฑิต สาขาวิชาการจัดการ – Doctor of Philosophy Program in Management
Major: ปร.ด. การจัดการ – Ph.D. in Management
Faculty: บัณฑิตวิทยาลัย (Graduate School)
Academic year: 2567 (2024)
Published: Journal of MCU Buddhapanya Review Click
Abstract
This study aims to investigate the elements that influence the satisfaction of resident owners of Airbnb and their link to the factors that affect owner satisfaction in the Airbnb market in Thailand. This study examines the satisfaction of resident owners of Airbnb in Thailand in relation to service quality improvement. The focus of the study is to enhance behavioral outcomes through the mediation of variables, namely, perceived value, work engagement, and satisfaction. Consumers expect to enhance the system by incorporating supplementary behaviors directly linked to their happiness. The study’s participants were specifically resident owners who had been using the Airbnb platform for their primary residence for at least one year. By conducting data analysis using data from 422 informants, the structural equation model revealed that Airbnb service quality significantly impacts owner satisfaction through all mediating factors except for perceived value. The results indicated that the impact on each variable was 95.1 percent for perceived value, 87.6 percent for work engagement, and 91.9 percent for owner satisfaction. The research findings would be a valuable resource for owners of industrial properties interested in developing their Airbnb ventures. Companies with similar business models could also adopt the Airbnb business model to prioritize tasks and adjust regulations accordingly.
Keywords: SERVQUAL, airbnb entrepreneurial accommodations, work engagement, job satisfaction
The Effect of SERVQUAL on Owner Engagement and Satisfaction for Resident Owners of Airbnb in Thailand
6119202004 Xu Ma. 2567(2024). The Effect of SERVQUAL on Work Engagement and Job Satisfaction for Airbnb Entrepreneurial Accommodations in Thailand. ดุษฎีนิพนธ์ (Dissertation), Advisor: ดร.บุรินทร์ สันติสาส์น – Dr. Burin Santisarn, ดร.ศรัณย์ วิทยากรบัณฑิต – Dr. Sarun Widtayakornbundit, ปริญญาเอก (Doctorate Degree), บัณฑิตวิทยาลัย (Graduate School), ปรัชญาดุษฎีบัณฑิต สาขาวิชาการจัดการ – Doctor of Philosophy Program in Management, ปร.ด. การจัดการ – Ph.D. in Management, Bangkok: Siam University