E-Service Quality Dimension and Their Effect on E-Customer Satisfaction in AIRBNB Website Services

“This study used the E-SERVQUAL measure to assess the evolution of e-Service Quality (e-SQ) for AIRBNB online services. Examining the connection between e-SQ and e-Customer Satisfaction (e-CS) was another attempt. To determine the dimensions of the e-SQ for AIRBNB’s online services, the E-SERVQUAL instrument and the measures on the Indonesian AIRBNB website were utilized in the building of the e-SQ. The components of e-SQ for AIRBNB online services in Indonesia, as per the findings, are simplicity of use, fulfillment, responsiveness and contact, security and trust, and site aesthetics. This implies that when calculating e-SQ for AIRBNB online services, the dimensions and components of E-SERQUAL need to be reorganized and reinterpreted. The relationship between e-SQ and e-CSI is strong. Regression research conducted on the AIRBNB online services revealed that e-CS is positively and significant influenced by efficient and reliable services, security/trust, fulfillment and contact and responsive, and the other is negative and in not significant between site aesthetic and ease of use”.