Young Consumers’ Satisfaction and Intention in Sharing Economy Using the Case of Airbnb

This paper sought to investigate young consumers’ satisfaction and intention in sharing economy using Airbnb as the ideal case company. In doing so the entity sought to fill up gaps in the literature on hotel management, since the study discovered that there is no detailed concept of consumer behaviour in the process of providing services as an intermediary platform in the market. In ensuring these gaps were adequately filled the study relied on quantitative research methods which ensured that voluminous data was collected within limited time limits and included using questionnaire survey, and finally have the collected data analysed using SPSS. Accordingly, the study found out that customer satisfaction has a general positive relationship towards young customer’s intention to use Airbnb. This was has been gained as a result of benefits of the share economy that customers tend to gain through affordability, familiarity, trust or even offering customers a feeling of belonging that induce higher satisfaction and eventually high intention to use Airbnb. Therefore, the study recommends that Airbnb should consider offering customized services for different markets and also, the entity should also increase investment in innovation so that it can enable it come up with winning products within Airbnb hence increase the customers satisfaction and resultant customer intention.