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Expressing the Experience: An Analysis of Airbnb Customer Sentiments

Author

Listed:
  • Anna Isabelle Gomes Pereira Santos

    (Science and Technology Center and Applied Social Studies Center, Ceara State University, Fortaleza 60714-923, Brazil)

  • André Riani Costa Perinotto

    (Science and Technology Center and Applied Social Studies Center, Ceara State University, Fortaleza 60714-923, Brazil
    Department of Tourism, Parnaíba Delta Federal University, Parnaiba 64202-020, Brazil)

  • Jakson Renner Rodrigues Soares

    (Science and Technology Center and Applied Social Studies Center, Ceara State University, Fortaleza 60714-923, Brazil
    Faculty of Tourism, University of A Coruña, 15071 A Coruña, Spain)

  • Tiago Savi Mondo

    (Florianopolis-Continente Campus, Federal Institute of Santa Catarina, Florianopolis 88075-010, Brazil)

  • Priscila Cembranel

    (Park Shopping Campus, Educational Society University of Santa Catarina, Blumenau 89251-970, Brazil
    Mafra Campus, Contestado University, Mafra 89300-000, Brazil)

Abstract

There is a growing interest in research related to Airbnb, and one theme that has stood out is the analysis of the consumer experience. This study aimed to analyse the feelings expressed in the online evaluation of users on the Airbnb platform in Fortaleza, capital of Ceará, Brazil. The methodology was developed through quali-quantitative research, a documentary research procedure, and data collection regarding the accommodation offers available on the platform. A total of 2353 reviews in 2019 and 2020 related to 506 accommodation offers were analysed through manual coding with the aid of NVivo software. The results evidenced the positivity of the evaluations, and that positive comments presented fewer characters while negative evaluations presented more details. It was identified that there were differences in the percentages of positive and negative evaluations when differentiated by other factors such as gender of the user (women evaluated more positively and intensely), type of host ( superhost evaluations were more positive), type of offer (for entire places, the positive polarity was lower than the private room and shared room types), and location (the positive polarity was higher in residential neighbourhoods than in tourist neighbourhoods). Methodologically, this study contributes by illustrating how a set of evaluations can be analysed and interpreted in studies on the accommodation service.

Suggested Citation

  • Anna Isabelle Gomes Pereira Santos & André Riani Costa Perinotto & Jakson Renner Rodrigues Soares & Tiago Savi Mondo & Priscila Cembranel, 2022. "Expressing the Experience: An Analysis of Airbnb Customer Sentiments," Tourism and Hospitality, MDPI, vol. 3(3), pages 1-21, August.
    • Handle: RePEc:gam:jtourh:v:3:y:2022:i:3:p:42-705:d:879741
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    References listed on IDEAS

    as
    1. Brochado, Ana & Troilo, Michael & Shah, Aditya, 2017. "Airbnb customer experience: Evidence of convergence across three countries," Annals of Tourism Research, Elsevier, vol. 63(C), pages 210-212.
    2. Huseyin Arasli & Mehmet Bahri Saydam & Hasan Kilic, 2020. "Cruise Travelers’ Service Perceptions: A Critical Content Analysis," Sustainability, MDPI, vol. 12(17), pages 1-13, August.
    3. Georgios Zervas & Davide Proserpio & John W. Byers, 2021. "A first look at online reputation on Airbnb, where every stay is above average," Marketing Letters, Springer, vol. 32(1), pages 1-16, March.
    4. Moritz Hoffen & Marvin Hagge & Jan Hendrik Betzing & Friedrich Chasin, 2018. "Leveraging social media to gain insights into service delivery: a study on Airbnb," Information Systems and e-Business Management, Springer, vol. 16(2), pages 247-269, May.
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