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

Abstract

This article proposes an instrument to assess the level of satisfaction with the hosting services of Airbnb and hotels, and to examine the relationship between service performance, customer satisfaction, and loyalty. The data collection instrument examines hosting services (attendance, installation, reliability, service, and value), customer satisfaction, and loyalty. The instrument was answered by 645 users across the Brazilian territory, being collected by accessibility and convenience. Confirmatory factor analysis and structural equation modeling were used for data treatment and analysis. The results confirm that hosting services transfer 0.173 of their own evaluation to loyalty and 0.915 to satisfaction, and satisfaction with the hosting services influences loyalty by 0.746 of its own assessment. This study contributes to the expansion of theory about hosting services, and contributes to management by providing a self-assessment instrument for the level of hosting services offered.