Customers’ experiences between airbnb and hotels in Southern Finland
Do, Anh; Nguyen, Linh (2024)
2024
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2024112229417
https://urn.fi/URN:NBN:fi:amk-2024112229417
Tiivistelmä
In this thesis, the experiences, and preferences of Southern Finnish customers with regard to Airbnb and Hotel lodgings are investigated. The goal of the study is to offer valuable insights on the factors affecting customer satisfaction, assessments, and decision-making while deciding between hotels and Airbnb. For the purpose to gather nu-merical data from a target set of participants—including foreigners living or visiting the area—the study technique used a quantitative approach, including structured surveys and questionnaires.
The results show distinct variations between Airbnb and Hotels in terms of customer satisfaction and reviews. Particularly among younger age groups, customers show a significant preference for the authenticity and individualised experiences that Airbnb provides. On the other hand, especially among older age groups, Hotels are valued for their consistent facilities, high level of service, and cleanliness. The study also emphasises how consumer decision-making processes are impacted by elements like affordability of prices, ease of access to public transportation, and safety and security.
The research advances our knowledge of customer preferences and behaviours in the lodging sector, with significant implications for both customers and business enterprises. Southern Finland was the focus of the study's geographical coherence, which offered perceptive evaluations of the local market dynamics and the unique features of the region's tourist sector.
The thesis ends with suggestions for more study, such as longitudinal studies, cross-cultural evaluations, and examinations of how internet reviews and sustainable business practices affect consumer experiences. These recommendations seek to expand on the current body of research and advance our knowledge of customer experience in relation to Hotels and Airbnb.
The results show distinct variations between Airbnb and Hotels in terms of customer satisfaction and reviews. Particularly among younger age groups, customers show a significant preference for the authenticity and individualised experiences that Airbnb provides. On the other hand, especially among older age groups, Hotels are valued for their consistent facilities, high level of service, and cleanliness. The study also emphasises how consumer decision-making processes are impacted by elements like affordability of prices, ease of access to public transportation, and safety and security.
The research advances our knowledge of customer preferences and behaviours in the lodging sector, with significant implications for both customers and business enterprises. Southern Finland was the focus of the study's geographical coherence, which offered perceptive evaluations of the local market dynamics and the unique features of the region's tourist sector.
The thesis ends with suggestions for more study, such as longitudinal studies, cross-cultural evaluations, and examinations of how internet reviews and sustainable business practices affect consumer experiences. These recommendations seek to expand on the current body of research and advance our knowledge of customer experience in relation to Hotels and Airbnb.