Service Quality and Consumer Satisfaction

Kseniia Bobykina

Bachelor's thesis

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

Language used: English

Date on which the thesis was submitted / produced: 26. 3. 2020

Thesis defence

• Supervisor: Ing. Lenka Platilová Vorlíčková

Czech University of Life Sciences Prague

Faculty of Economics and Management

Bachelor programme / field:
Economics and Management / Economics and Management