Research On The Quality Of Online Short-term Rental Service Based On Customer Loyalty

With the rise of Airbnb in foreign countries,online short rent this new way of accommodation is also slowly popular in the domestic country.A variety of online short rental platform has been established,have introduced a variety of features and personalized accommodation products.Due to the current number of online short rental platform,the industry is more chaotic,leading to the short rental housing online and offline products and services frequently appear various problems.In the final analysis,because the online short rent is not like the hotel industry,the lack of the corresponding quality of service specifications.From the perspective of customer loyalty,this paper studies the service quality of online short rental housing,through empirical research to find some specific service quality indicators of the impact of customer loyalty under the short rent online and offline.This article first combs the online short rent,service quality,e-commerce service quality,customer loyalty,the relationship between variables and other related domestic and foreign literature.Followed by the analysis of the current situation of online short rental industry.On this basis,this paper presents the theoretical model,and the relationship between variables in the model assumptions.Once again,to have the experience of online short rental housing experience as the research object,through the questionnaire survey of empirical research.This article carries on the related statistical analysis through SPSS22.0,the AMOS21.0 software,carries on the inspection to the hypothesis and draws the conclusion of this article.The reliability and empathy of offline service have a significant positive impact on customer loyalty,the ease of use,security and care of online services have a significant positive impact on customer loyalty,ultimately build a relatively reasonable index system of online short rental housing service quality.Finally,the paper puts forward some suggestions on how to improve the service quality and enhance customer loyalty.The research results of this paper will enrich and develop the theory of service quality and customer loyalty in a certain extent.The online short rental platform to establish a line of service quality management and supervision system to improve the quality of online and offline services and improve customer loyalty to provide some ideas.But also for the online short rent this new format to build service management standards provide a way for the industry and government departments to plan thefuture development of housing short and healthy to provide some reference.