Evolving family preferences: A study of Airbnb evaluations in New Zealand (2018-2023)
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Authors
Gianelly, Carl
Etemaddar, Mitra
Su, Shu
Etemaddar, Mitra
Su, Shu
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2024
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Conference Contribution - Oral Presentation
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Keyword
New Zealand
Airbnb (Firm)
customer satisfaction
surveys
Airbnb (Firm)
customer satisfaction
surveys
ANZSRC Field of Research Code (2020)
Citation
Gianelly, Carl., Etemaddar, Mitra., & Su, Shu. (2023, November 30-December 1) Evolving family preferences: A study of Airbnb evaluations in New Zealand (2018-2023)[Paper presentation]. OPSITARA 2023 (Te Pūkenga Region 4 Research Symposium) Southern Institute of Technology Invercargill Campus., Invercargill, New Zealand https://hdl.handle.net/10652/6416
Abstract
This research aims to identify the specific factors influencing families' evaluation of Airbnb in New Zealand. Airbnb lodgings provide a wide range of accommodation options to meet travellers' interests and budgets. They offer a house-like experience, with hosts providing local insights and guests having access to essential home facilities like a full kitchen and a washing machine. Airbnb reports a rise in the popularity of pet-friendly listings (22%), wireless internet (13%), kitchens (9%), and air conditioning (8%) among families during the pandemic, as those confined to their homes for weeks sought spacious lodgings with pools and playgrounds, commonly located in rural regions distant from city centres.
Cleanliness, location, price, facilities, and a family-like relationship with the host have beementioned by several studies as important factors influencing guests' satisfaction with Airbnb accommodations. However, most of these studies were conducted in the pre-COVID-19 pandemic era. Numerous studies also revealed that this pandemic has changed human lifestyles and preferences in many ways. Therefore, it may have also affected Airbnb guests' evaluation of their accommodation and experience. This research examines Airbnb reviews from 2018 to 2023 to understand better if and how guests' evaluation of their experience has changed. We analysed textual review data by applying natural language processing techniques, VADER sentiment analysis and conducted thematic analysis to obtain insights into guests' reviews about their experiences.
This research highlights the post-pandemic shift in family preferences for Airbnb accommodations and discovered that after the COVID-19 pandemic, visitors left more reviews indicating higher engagement with Airbnb listings. Hence, the outcomes of this study may help hosts adjust their offerings to boost guests' satisfaction and encourage repeat bookings. Airbnb can refine its recommendation algorithms based on these insights, ensuring the hospitality sector remains relevant in a changed world. This study also contributes to the current body of knowledge of the guest-host relationship in Airbnb in a changing environment.
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