Service Quality and Consumer Satisfaction

Kseniia Bobykina

Bakalářská práce

Abstract:

The main objective of this Bachelor thesis is to evaluate the significance of eWOM for service providing companies and their customers. In particular Airbnb (service providing company) and Abrupt (Airbnb host company). The thesis is divided into two sections, the first being theoretical and the second practical. The theoretical component is focused on a literature review of different authors in the field of service marketing. This will help to understand how customers perceive service quality and determine their expectations. The practical part is based on the observation of an accommodation company which has listings on Airbnb - Abrupt. Potential recommendations will be made based on evidence from a questionnaire analysis, a text mining analysis of reviews, and theoretical principles explained in the literature review. This study may help to better understand the impact of word-of-mouth and reviews on the rating of accommodation companies as well as how important the engagement is between service providing companies and their customers when conducting business.

Keywords

service marketing, customer satisfaction, (e) word of mouth, text mining, SERQUAL method

Jazyk práce: angličtina

Datum vytvoření / odevzdání či podání práce: 26. 3. 2020

Obhajoba závěrečné práce

• Vedoucí: Ing. Lenka Platilová Vorlíčková

Česká zemědělská univerzita v Praze

Provozně ekonomická fakulta

Bakalářský studijní program / obor:
Economics and Management / Economics and Management