PERAN PERSEPSI OTENTISITAS, PERSEPSI NILAI, PERSEPSI RISIKO DAN KEPUASAN KONSUMEN TERHADAP NIAT PEMBELIAN KEMBALI PADA AIRBNB DAN HOTEL DI BALI

Ermawati
Budiman, Santi
Widodo, Arif Siaha
Damiasih, Damiasih

Jurnal Perilaku dan Strategi Bisnis
Vol. 13 No. 2 (2025): Agustus

Airbnb has become a serious competitor to conventional hotels in the sharing economy. This study aims to compare the factors influencing customer satisfaction and repurchase intentions among Airbnb and hotel users in Bali. Using a survey method with 230 respondents, the factors examined included perceived authenticity, perceived value, and perceived risk. The results showed that perceived authenticity and perceived risk had a positive and significant influence on customer satisfaction. Meanwhile, perceived risk did not have a significant negative influence. Other findings indicate that customer satisfaction positively and significantly influenced repurchase intentions. While there was a significant difference in satisfaction levels between Airbnb and hotel users, there was no significant difference in repurchase intentions between the two groups.