Abstract:
The rise of technologies affects the development of hospitality and tourism
industry. As one of the industry which influences the economy, Indonesia needs to be
aware, adapt and improve Indonesia’s hospitality and tourism industry. Airbnb is one
of the example of innovation in hospitality and tourism industry, as Airbnb.com has
become one of the leading e-commerce website for travelers following TripAdvisor
and Booking.com. Therefore, this research is done over Airbnb.com, as many
Indonesians have joined the Airbnb community to welcome tourists to stay over their
local homes and offer a local experience with reasonable price compare to hotel. EService
Quality and E-WoM of Airbnb.com’s influence towards customers’ Perceived
Value and Repurchase Intention is tested in this research, which is done in Airbnb
Bali, Indonesia with sample size of 221 respondents who are at least 18 years old.
Based on the validity result, there are new hypotheses are formulated, and based on
the SEM result, from E-Service Quality, System Availability has no influence on both
Perceived Value and Repurchase Intention. On the contrary, Information Quality does
influence both Perceived Value and Repurchase Intention. E-WoM itself has no
influence over Perceived Value, but has direct influence towards Repurchase
Intention, while on the contrary, Privacy influences Perceived Value but not
Repurchase Intention. And lastly, Perceived Value is found to be influencing
Repurchase Intention.
