FINAL PROJECT REPORT

Group 3

Course: Business Analytics Consulting Capstone Course

Code: BAN240 Assignment

Type: Group

Final Project Professor: Nike Adesanmi

Due Date: Aug. 13, 2023

Total Weight: 20%

Team members:

Victor Ekuerhare: 139767222

Yug Mehta: 151241213

Table of contents

Executive Summary

Introduction

Literature review

Industry Overview

Research Methodology and Data Collection

Analysis, Findings, and Discussions

Conclusion and Recommendations

Implications for Business Analytics Managers

Work Cited
 Executive Summary

Introduction

Airbnb is an online platform connecting people with extra space in their homes with travelers

who need a place to stay. It was launched in 2008 and has changed how people travel and

experience different destinations worldwide. Airbnb acts as an intermediary between hosts and

guests, providing a secure and convenient way to book and pay for various types of

accommodation, such as cottages, apartments, homestays, hostels, and hotels.

Airbnb’s business model is based on community-driven hospitality and technology-driven

convenience. Hosts can share their culture, lifestyle, and local knowledge with guests while

earning money from unused space. It also allows guests to enjoy more authentic, diverse, and

affordable experiences than they might find in conventional hotels. The concept of Airbnb was

born when its founders, Brian Chesk, and Joe Gebbia, faced the problem of finding a hotel room

during a busy conference in San Francisco. They decided to offer air mattresses in their living

room to some of the conference attendees and created a simple website to advertise their service.

They called it “Air Bed & Breakfast,” which later became Airbnb.

Since then, Airbnb has grown into a global phenomenon, with more than 7 million listings in

about 220 countries and regions as of September 2021. It has also expanded its offerings to

include activities, experiences, adventures, and online events that guests can book through the
platform. (Guttentag)

The potential expansion of its services to include car rental could further diversify its offerings

and revenue streams. This report will consider various strategies, including partnerships with

existing car rental companies, fostering car-sharing services, and integrations with ride-sharing

services. It will also explore challenges and opportunities such as insurance, cleanliness, fuel

management, and the advent of self-driving cars.

Literature Review

This literature review aims to provide an overview of the literature relevant to Airbnb’s potential

expansion into car rental services.

The literature review covers seven main topics:

(i) the concept and characteristics of the sharing economy and peer-to-peer platforms,

(ii) the current state and trends of the car rental industry,
(iii) the benefits and challenges of incorporating car rental into accommodation platforms,

(iv) the regulatory and insurance issues faced by car rental services.

(v) the technological trends that could affect car usage and ownership. (vi) the possible

partnerships and integrations with other mobility services,

(vii) car rental services' cleanliness and fuel management aspects.

The literature review synthesizes the findings and implications of various studies, reports, and

articles and identifies the gaps and opportunities for Airbnb’s strategic move.

(i) Understanding the Sharing Economy and Peer-to-Peer Platforms: The sharing economy

is a socio-economic phenomenon that involves the sharing of underutilized assets and resources

among individuals through digital platforms. One of the primary forms of the sharing economy is

peer-to-peer platforms, which enable users to exchange goods and services directly without

intermediaries. Botsman and Rogers (2011), in their book “What’s Mine Is Yours: The Rise of

Collaborative Consumption,” provides a foundational understanding of the sharing economy,

illustrating how it has transformed various industries such as transportation, hospitality, media,

and fashion. They explain the mechanisms of peer-to-peer platforms, such as reputation systems,

6 social networks, and payment systems, which Airbnb could use as a model for its car rental

services (Botsman and Rogers). Furthermore, conducted a survey-based conducted in 2016 by

Hamari and his colleagues explored the motivational factors driving participation in the sharing

economy. They found that users are motivated by extrinsic factors, such as economic benefits,

convenience, and sustainability, and intrinsic factors, such as enjoyment, altruism, and a sense of
community. These aspects are also crucial for Airbnb, which has already capitalized on them in

its accommodation services. (Hamari, Sjöklint, and Ukkonen)

(ii) Assessing the Car Rental Industry: The car rental industry is a global market that provides

vehicles for rent to individuals or businesses for the short-term or the long-term. The industry has

experienced significant growth in recent years due to increased travel demand, changing

consumer preferences, technological innovations, and environmental awareness. IBISWorld’s

report (2023) on the global car rental market provides an extensive overview of the industry,

noting that it generated $87.4 billion in revenue in 2022, with an annual growth rate of 3.8%

from 2018 to 2022. The report also identifies the key drivers of industry growth, such as rising

disposable income, urbanization, tourism, business travel, and online platforms. Moreover, the

report analyzes the industry’s competitive landscape, highlighting the major players such as

Enterprise Rent-A-Car, Hertz Global Holdings Inc., Avis Budget Group Inc., Europcar Mobility

Group SA., and Sixt. The report also emphasizes the importance of insurance, car maintenance,

and regulatory compliance for car rental operators. These factors suggest a viable opportunity for

Airbnb to diversify its services and enter the car rental market. (IBISWorld) 7

(iii) Incorporating Car Rental into Accommodation Platforms: Accommodation platforms

are online platforms that facilitate booking short-term or long-term lodging for travelers or hosts.

Airbnb is one of the leading accommodation platforms in the world, offering over 7 million

listings in more than 220 countries and regions. In recent years, Airbnb has diversified its

services by launching Experiences in 2016, activities or tours hosted by local experts or

enthusiasts. A study by Daniel Guttentag examines this trend of accommodation platforms

expanding their services beyond lodging. The study notes that additional services could enhance

customer satisfaction by providing more convenience, personalization, value-added benefits, and

differentiation from competitors. The study also suggests that additional services could generate

additional revenue streams for accommodation platforms by increasing customer loyalty, cross-

selling opportunities, and commission fees. These findings indicate a positive outlook for

Airbnb’s idea of incorporating car rental into its platform. (Guttentag)

(iv) Addressing Regulatory and Insurance Challenges: One prominent challenge car rental

services face is complying with regulations and laws governing vehicle ownership, operation,

and safety. These regulations vary across countries, states, and cities and may impose restrictions

on licensing, registration, taxation, insurance, emissions, parking, and traffic rules. In addition,

car rental services also face insurance challenges, such as covering liability, collision, theft, and

damage costs for both renters and owners. A 2015 report by Dillahunt and Malone presents a

detailed account of these regulatory and insurance challenges faced by car-sharing services, like

car rental services. The report provides examples of how car-sharing companies have dealt with

these challenges, such as partnering with insurance providers, offering different insurance

options, and lobbying for favorable regulations. The report also identifies the best practices and 8

recommendations for car-sharing operators, such as conducting market research, educating users,

and collaborating with stakeholders. Airbnb must navigate these complexities to expand into car

rental services successfully. (Dillahunt and Malone)

(v) Evaluating Technological Trends: Technology is a crucial driver of innovation and change

in the car industry. Technological advances have enabled new modes of mobility, such as electric
vehicles, autonomous vehicles, and connected vehicles. These technologies could disrupt the car

rental industry by changing how people use and own cars. Papers such as Sperling’s (2018)

analysis of the future of car ownership and Burns’ (2021) work on the impact of self-driving cars

highlight the transformative power of technology on car usage and ownership. Sperling argues

that car ownership will decline due to the rise of shared mobility, electric vehicles, and

autonomous vehicles, reducing the cost and convenience of owning a car (Sperling). Burns

predicts that self-driving cars will revolutionize the transportation system by creating new

business models, such as robot taxis, robot shuttles, and robot delivery. The potential trend

towards vehicle access rather than ownership could influence Airbnb’s strategic approach to car

rental services. (Burns)

(vi) Exploring Partnerships and Integrations: Another possible strategy for Airbnb to enter

the car rental market is to partner or integrate with existing mobility services, such as ridesharing

or ride-hailing services. Ride-sharing services are peer-to-peer platforms enabling users to share

rides with others, such as Uber Pool or Lyft Line. Ride-hailing services enable users to book

rides from professional drivers like Uber or Lyft. These services are complementary to

accommodation platforms, as they provide convenient and affordable transportation options for

travelers. Lits et 9 al. (2019) researched to identify the synergies between ridesharing and

accommodation platforms. They found that ride-sharing users are more likely to use

accommodation platforms than non-users and vice versa. They also suggested that partnerships

or integrations between these platforms could bring added value to users, such as offering

discounts, rewards, recommendations, or seamless booking experiences. This could be a

potential strategy for Airbnb to explore, combining car rentals and ride-sharing services. (Lits,

Oestreicher-Singer, and Zalmanson)

(vii) Ensuring Cleanliness and Fuel Management: A final aspect that Airbnb must consider

for its car rental services is cleanliness and fuel management. Cleanliness refers to the car's

interior and exterior hygiene and sanitation, affecting user experience and satisfaction. Fuel

management refers to the monitoring and replenishment of the fuel level of the car, which affects

the operational efficiency and cost of the service. Zhu and Hartmann (2020) pointed out the

importance of cleanliness and fuel management in car rental services. They conducted a survey-

based study to examine how these factors affect user satisfaction and loyalty. They found that

cleanliness and fuel management significantly positively affect user satisfaction, affecting user

loyalty. They also suggested that car rental operators implement effective quality control

measures, such as regular inspections, cleaning protocols, feedback systems, and user incentives

or penalties. Airbnb, which already faces cleanliness challenges with its accommodations, must

address these issues carefully for its car rental services. ( Zhu and Hartmann) In conclusion, the

literature review suggests that Airbnb’s potential expansion into car rental services could be a

promising strategic move that could enhance its competitive advantage, 10 diversify its revenue

streams, and increase customer satisfaction. However, the company must address several

challenges, including regulatory and insurance issues, cleanliness, fuel management, and the

potential impacts of technological advancements like self-driving cars.

 Industry Overview

(i) Global Car Rental Industry: The global car rental industry has experienced remarkable

growth in the past decade as more people travel for business and leisure purposes. The industry

is projected to reach over $100 billion by the end of 2023, indicating a large and lucrative market
for Airbnb to tap into (Statista). One of the main factors driving this growth is the emergence of

the sharing economy, where consumers prefer to rent rather than own assets, such as cars,

homes, and bikes. This trend reflects a shift in consumer behavior and values and a desire for

convenience, flexibility, and affordability.

(ii) Market Segmentation: The car rental industry can be segmented by various criteria, such as

type of car, service, and end-use. By type of car, the industry offers options ranging from

economy to luxury cars, catering to different customer segments and needs. By service, the

industry includes ride-hailing services, such as Uber and Lyft, car-sharing services, such as

Zipcar and Car2Go, and station-based mobility services, such as bike and scooter rentals. By

end-use, the industry serves business and leisure travelers with different preferences and

demands. Another emerging segment in the industry is the demand for environmentally friendly

options, such as electric and hybrid cars, which appeal to eco-conscious customers.

(iii) Competitive Landscape: The car rental industry is highly competitive, with a few major

players dominating the market. These include Enterprise Holdings, Hertz Global Holdings, and

Avis Budget Group, which account for over 70% of the market share. These companies have

established strong brand recognition, customer loyalty, and operational efficiency. However,

they also face competition from newer entrants, such as peer-to-peer car-sharing services like

Turo and Getaround, which offer a more personalized and convenient alternative to traditional

car rentals. (ReportLinker)

(iv) Challenges and Opportunities: The car rental industry faces several challenges that affect

its profitability and sustainability. These include regulatory complexities, such as taxes, licenses,
and safety standards; high operational costs, such as maintenance, depreciation, and fuel; and the

need for comprehensive insurance coverage to protect against risks and liabilities (Dillahunt and

Toyama). However, this sector also has significant opportunities for innovation and growth.

Technological advancements, especially the development of autonomous vehicles, are expected

to transform the industry by reducing costs, increasing safety, and enhancing customer

experience. Additionally, integrating additional services, such as accommodation and car rentals,

has enhanced customer satisfaction and generated additional revenue (Lits, Moreau & Zouaghi.).

(v) Impact of COVID-19: The car rental industry was severely impacted by the COVID-19

pandemic due to global travel restrictions. The industry saw a sharp decline in revenue and

demand in 2020. However, it also showed signs of a strong recovery in 2021, particularly in

regions where travel restrictions have been eased. The industry has also adapted to the changing

environment by implementing safety measures, such as sanitizing vehicles and offering 12

contactless delivery, flexible cancellation policies, and discounts and incentives to attract

customers. (Grand View Research).

(vi) Future Outlook: The future outlook for the car rental industry is positive, as it is expected

to grow at a compound annual growth rate (CAGR) of more than 7% from 2021 to 2027. The

key drivers for this growth are increased travel activity, urbanization, and the sharing economy

trend. The potential transition to autonomous cars and vehicle access rather than ownership could

revolutionize the sector by creating new business models and value propositions. This presents

an exciting avenue for Airbnb to explore (Research and Market). In conclusion, the car rental

industry offers a robust market with potential opportunities for Airbnb. However, navigating the
competitive landscape, evolving consumer preferences and potential technological disruptions

will be crucial for success.

Research Methodolog and Data Collection

We used secondary data from the "Cornell Car Rental Dataset" to address our research

questions" (Kaggle). The dataset offers valuable features that allow us to investigate the

following research questions:

1. Most popular car models among renters.

2. The impact of fuel type on the number of trips renters take.

We selected this dataset for two main reasons. Firstly, it directly aligns with our research focus

on car rental, and secondly, it has a substantial and dependable dataset of 5,851 car rental

observations. The dataset is structured and quantitative, presented in a tabular format, with each

row representing a car rental instance and each column representing an attribute of the car

rental. The quantitative nature of the data enables us to measure various attributes, including

trips taken, car models, fuel types, etc.

Key columns and features within the dataset that are relevant to our research questions include:

1. Car_Model

2. Fuel_Type

3. Total_Trips_Taken

4. Rental_Duration

5. Rental_Company

6. Customer_ID

7. Location

These columns contain essential information necessary for addressing our research questions

Effectively.

The dataset follows a world quantity view, quantifying car rentals’ features, allowing for

statistical analysis. It serves as a sample of the global population of car rentals, offering insights

into renter preferences and behaviors. It is also from a reputable source and has undergone
verification by the online data science community, ensuring its reliability. Moreover, its

extensive size, comprehensive scope, and detailed nature further enhance its reliability.

By examining the 'Car_Model' column, we can identify the most frequently rented car models.

Similarly, analyzing the 'Fuel_Type' and 'Total_Trips_Taken' columns can provide insights into

the influence of fuel type on the number of trips renters take. Further statistical analysis can

uncover correlations between variables and identify trends over time, aiding our understanding

of customer behavior and preferences in car rental. This comprehensive dataset allows us to draw

meaningful conclusions and gain valuable insights into car rental trends and behaviors.

In summary, the "Cornell Car Rental Dataset" provides a reliable and structured resource to

address our research questions effectively. Through rigorous analysis of this dataset, we can

generate meaningful insights regarding car rental trends and behaviors.

Analysis, Findings, and Discussions

We delved into the Cornell Car Rental Dataset to determine renters' preferences regarding

vehicle models and makes and the influence of fuel types on trip frequency. By grouping the

data according to the vehicle's make and model, we pinpointed the vehicles most favored by

renters. Furthermore, we evaluated the average number of trips renters took depending on the

fuel type, providing insights into which fuel category garners the highest average patronage.

The results of the analysis are presented in Tables 1 and 2.

 Vehicle Make Vehicle Model Number of Trips Percentage of Top ten.

Tesla Model 3 10187 20.62%

Ford Mustang 5940 12.02%

Toyota Corolla 5862 11.86%

Jeep Wrangler 4979 10.08%

Chevrolet Corvette 4504 9.12%

Tesla Model S 4032 8.16%

Tesla Model X 3723 7.54%

BMW 3 Series 3554 7.19%

Toyota Camry 3414 6.91%

Toyota Prius 3213 6.50%

Table 2:

Fuel Type Average Number of Trips

HYBRID 38.47
 GASOLINE 34.17

ELECTRIC 29.22

DIESEL 17.3

The popularity of Vehicle Models and Makes

From the data, the most popular car among renters is Tesla, with its Model 3, Model S, and

Model X all making the top ten list for the number of trips. The Tesla Model 3 is the most

popular model, with 10,187 trips. This indicates that renters significantly prefer electric cars,

particularly those manufactured by Tesla.

Other notable models in the top ten list include the Ford Mustang, Toyota Corolla, Jeep

Wrangler, and Chevrolet Corvette. The popularity of these models suggests that renters value a

mix of performance, reliability, and eco-friendliness in their vehicle choices. These observations

are can be clearly seen in the Barchart below:

Impact of Fuel Type on Number of Trips

When we consider the impact of fuel type on the number of trips, hybrid vehicles lead the way

with an average of 38.47 trips. This is followed by gasoline vehicles with 34.17 trips, electric

vehicles with 29.22 trips, and diesel vehicles with 17.3 trips.

This data suggests that while electric vehicles are popular among renters (as evidenced by the

popularity of the Tesla models), hybrid and gasoline vehicles still dominate the number of trips.

This might be due to the convenience and ubiquity of gasoline and hybrid vehicles or possible

range anxiety associated with electric vehicles. Diesel vehicles, on the other hand, are the least
popular, possibly due to their environmental impact and the decreasing availability of diesel

fuel in some regions. The pie chart below depicts the distribution of rental cars by fuel-type.

Conclusions and Recommendations

Based on the study's findings, we offer the following recommendations for Airbnb's expansion

into the car rental market:

Emphasize Electric and Hybrid Vehicle Fleet: The data analysis we have done suggests a

significant interest in car rentals among renters, with Tesla vehicles being particularly popular.

This indicates a potential demand for car rental services within Airbnb's customer base. Given

the significant popularity of Tesla vehicles and the growing interest in electric cars, Airbnb

should prioritize including electric and hybrid vehicles, this will offer a diverse range of eco-

friendly options and will attract environmentally-conscious renters and it also aligns with the

increasing demand for sustainable transportation.

Partner with Leading EV Manufacturers: To capitalize on the popularity of electric vehicles,

Airbnb should consider partnering with leading electric vehicle manufacturers, including Tesla.

Collaborating with renowned brands will enhance the company's reputation and credibility in the

rental space.

Customer Value Proposition: Airbnb's success is built on providing unique and personalized

travel experiences. Introducing car rental services should align with Airbnb's core value

proposition and enhance the overall travel experience for its customers.

Offer Incentives for EV Rentals: To further promote electric vehicle adoption, Airbnb can

introduce special incentives or discounts for customers who opt for electric or hybrid vehicles.

Lower rental rates or additional benefits for eco-friendly choices can incentivize renters to

choose electric options.

Monitor Market Trends: The car rental market is dynamic and influenced by changing

consumer preferences. Airbnb should continuously monitor market trends and customer

feedback to adapt its offerings accordingly. Regularly updating the fleet with the latest and most

popular models will ensure competitiveness and customer satisfaction.

Leverage Technology: Airbnb's existing technology platform can be leveraged to provide

seamless car rental experiences for customers. Investing in a user-friendly interface on the

Airbnb app for car bookings, contactless check-ins, and digital verification will enhance

convenience and attract tech-savvy renters.

In conclusion, by focusing on electric and hybrid vehicle offerings, establishing partnerships

with key manufacturers, promoting sustainable practices, and leveraging its technological

expertise, Airbnb has the opportunity to successfully enter the car rental market. The insights

gained from this data analysis will guide Airbnb in shaping its car rental strategy, enabling the

company to tap into a lucrative and evolving market segment while addressing the growing

demand for eco-friendly transportation options.

Implications for Business Analytics Managers

The project of exploring the potential of Airbnb to expand its platform to include car rental

services has made business analytics relevant to the business in several ways:
Data-Driven Decision-Making: Business analytics has played a critical role in this project by

providing data-driven insights and evidence to support decision-making. The data analysis

conducted on the popularity of different vehicle models, fuel types, and customer preferences has

informed strategic choices about potential offerings in the car rental market. By leveraging data,

Airbnb can make informed decisions about which types of vehicles to include in their rental

fleet, how to price the rentals, and which locations might have higher demand.

Identifying Market Opportunities: Business analytics has helped identify a market opportunity

for Airbnb to capitalize on the growing interest in car rentals among its customers. By analyzing

the data and market trends, the project has highlighted the potential benefits of expanding into

the car rental industry, providing a new revenue stream, and enhancing the overall value

proposition for customers.

Competitive Advantage: Through data analysis, the project has provided insights into the

competitive landscape of the car rental industry. By understanding customer preferences and

competitor offerings, Airbnb can strategize on how to differentiate its car rental services from

existing players, creating a competitive advantage in the market.

Personalization and User Experience: Business analytics can be utilized to tailor the car rental

offerings to individual customer preferences. By analyzing historical data on customer behaviors,

such as travel destinations and vehicle preferences, Airbnb can provide personalized

recommendations for car rentals, enhancing the user experience and fostering customer loyalty.

Financial Viability and Risk Assessment: Business analytics has helped in assessing the

financial viability and risks associated with expanding into the car rental market. By conducting

financial analysis and forecasting, Airbnb can evaluate the potential return on investment, assess

the costs involved, and mitigate potential risks before making a significant business decision.

Expansion Strategy: Business analytics has played a crucial role in shaping Airbnb's expansion

strategy into the car rental industry. By analyzing regional demand, customer demographics, and

market trends, Airbnb can tailor its approach to different markets and deploy resources

efficiently.

Scalability and Global Reach: Airbnb's global reach allows it to leverage data from different

regions and markets to optimize its car rental services. Business analytics enables Airbnb to

identify regional preferences and customize its offerings to meet the diverse needs of customers

across the world.

In conclusion, the project has demonstrated how business analytics is a valuable tool for Airbnb

to explore the feasibility of expanding into the car rental industry. By analyzing data and

leveraging insights, Airbnb can make data-driven decisions, identify market opportunities, gain a
competitive advantage, and enhance the overall user experience. Business analytics has made the

project relevant to Airbnb's business by providing valuable insights to inform strategic choices

and maximize the potential of incorporating car rental services into its platform.

Work Cited

Amplify XL. “Target Market for Car Rental Companies: What Drives Them?” Amplifyxl.com, 6

June 2022, https://amplifyxl.com/target-market-for-car-rental-companies.

Botsman, Rachel, and Roo Rogers. What’s Mine Is Yours: The Rise of Collaborative

Consumption. Harper Business, 2011.

Dillahunt, Tawanna R., and Erin A. Malone. “The Promise of the Sharing Economy among

Disadvantaged Communities.” Project: ICWSM, 2015,

https://www.researchgate.net/publication/277658113_The_Promise_of_the_Sharing_Economy_a

mong_Disadvantaged_Communities.

Dillahunt, T. R., and Toyama, K. "Investigating perceived barriers to the use of peer-to-peer

carsharing systems by low-income populations." Proceedings of the 33rd Annual ACM

Conference on Human Factors in Computing Systems, 2015, pp. 975-978.

Grand View Research. “Rental Market Size, Share & Trends Analysis Report By Vehicle Type

(Luxury Cars, Executive Cars, Economy Cars, SUVs, MUVs), By Application (Local Usage,

Airport Transport, Outstation), By Region, And Segment Forecasts, 2021 - 2028.”

Grandviewresearch.com, 2021, https://www.grandviewresearch.com/industry-analysis/car-

rental-market.

Guttentag, Daniel. “Progress on Airbnb: a literature review.” Journal of Hospitality and Tourism

Technology, vol. 10, no. 4, 2019, pp. 814-844.

Hamari, Juho, et al. “The sharing economy: Why people participate in collaborative

consumption.” Journal of the Association for Information Science and Technology, vol. 67, no.

9, 2016, pp. 2047-2059.

IBISWorld. Global Car Rental Industry Market Research Report. IBISWorld, Feb. 2023.

Kaggle. Cornell Car Rental Dataset. 02 August 2020.

https://www.kaggle.com/datasets/kushleshkumar/cornell-car-rental-dataset. 17 July

Lits, Romain W., et al. “Synergies between ride-sharing and accommodation platforms:

Evidence from Airbnb and Uber.” Tourism Management, vol. 75, 2019, pp. 454-463.

ReportLinker. “Car Rental Market: Trends, Opportunities and Competitive Analysis.”

Reportlinker.com, 17 Nov. 2022, https://www.reportlinker.com/p06362911/?utm_source=GNW.

Research and Markets. “Car Rental Market - Growth, Trends, COVID-19 Impact, and Forecasts

(2022 - 2027).” Researchandmarkets.com, June 2022,

https://www.researchandmarkets.com/reports/4515615/car-rental-market-growth-trends-covid-

19.

Sperling, Daniel. Three Revolutions: Steering Automated, Shared, and Electric Vehicles to a

Better Future. Island Press/Center for Resource Economics, 2018.

Statista. “Car Rentals - Worldwide | Statista Market Forecast.” Statista.com, 2021,

https://www.statista.com/outlook/mmo/shared-mobility/shared-rides/car-rentals/worldwide.

Zhu, Zhenran Roger, and Wilfred W. Hartmann. “Cleanliness and fuel management in car rental

services: An empirical investigation of customer satisfaction and loyalty.” Journal of Retailing

and Consumer Services, vol. 55, 2020, pp. 102078.