Abstract
The sharing economy is a new socio-economic system that allows individuals to rent out their personal belongings, such as their private car or a room in their home, for a short period. This study aims to investigate the attributes that impact customers’ satisfaction when using the sharing economy propriety rentals websites. Large data sets of Airbnb’s online reviews and listings in Amsterdam were analyzed using sentiment analysis, word clustering, ordinal logistic regression, and visualization techniques. Findings reveal that the polarity of Airbnb guests reviews in Amsterdam is significantly impacted by property price, value, cleanliness, rate, host communication, easiness of check-in, the accuracy of property description, and whether the host is super host or not. Surprisingly, the property neighborhood was not found to impact customers’ sentiment in Amsterdam. In addition, Airbnb guests in Amsterdam tend to positively express their experience satisfaction level mainly based on property exact location and host interaction followed with the facilities surrounding the property, property cleanliness, and room quality. On the other hand, negative online reviews tend to be mainly linked to problems with check-in services followed by aspects related to weak host interaction, location, and room quality. The results indicate that Airbnb hosts need to offer clear and easy check-in services with emphasizing the importance of keeping a good communication channel with their guests to enhance customers’ experience and increase customers’ satisfaction level. Future studies should investigate the applicability of the findings of this study in the context of other cities.
Highlights
The development of media technology has contributed to the prosperity of a new business concept, which is the sharing economy [1]
The results of the sentiment analysis indicate that Airbnb users were mostly having a positive experience in Amsterdam
The term Check-in represents the majority of the negative sentiment with a likelihood score of 95.69%. This result gives an indicator for hosts to improve their checkin services, to make this process quick, efficient, and smooth. This can be achieved by following the authoritative guide to the Airbnb check-in process
Summary
The development of media technology has contributed to the prosperity of a new business concept, which is the sharing economy [1]. A sharing economy is an advanced approach for conducting businesses, where people can share their own resources in a decentralized or peer-to-peer (P2P) platform for an exchange of money [2]. It has generated new business opportunities, especially for those who don't have the essential resources. In the context of hospitality, several companies have emerged, such as Airbnb, Couchsurfing, HomeAway, Roomorama, and HomeExchange. These organizations act as an intermediary between guests and hosts to facilitate communications between them [5]
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callMore From: International Journal of Advanced Computer Science and Applications
Disclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
