{"title":"Guest and Host Perspectives of Service Quality and Satisfaction in Digital Home-sharing Platforms","authors":"Natalia Amat-Lefort, F. Marimon, M. Mas-Machuca","doi":"10.1080/1528008X.2022.2089945","DOIUrl":null,"url":null,"abstract":"ABSTRACT Sharing economy accommodation services offered by companies such as Airbnb have become a very popular alternative to traditional hotels. However, existing research about service quality (SQ) in shared accommodation focuses only on the guest’s perspective. Given that hosts are an essential part of these services, this paper aims to identify the determinants of SQ for both guests and hosts. Based on an international survey (N = 501) the proposed dimensions are validated through an exploratory factor analysis and a confirmatory factor analysis. Then, structural equation modeling is applied to assess the impact of the SQ dimensions on overall guest and host satisfaction.","PeriodicalId":46803,"journal":{"name":"Journal of Quality Assurance in Hospitality & Tourism","volume":"24 1","pages":"859 - 884"},"PeriodicalIF":2.6000,"publicationDate":"2022-06-21","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"1","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Quality Assurance in Hospitality & Tourism","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1080/1528008X.2022.2089945","RegionNum":4,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"HOSPITALITY, LEISURE, SPORT & TOURISM","Score":null,"Total":0}
引用次数: 1
Abstract
ABSTRACT Sharing economy accommodation services offered by companies such as Airbnb have become a very popular alternative to traditional hotels. However, existing research about service quality (SQ) in shared accommodation focuses only on the guest’s perspective. Given that hosts are an essential part of these services, this paper aims to identify the determinants of SQ for both guests and hosts. Based on an international survey (N = 501) the proposed dimensions are validated through an exploratory factor analysis and a confirmatory factor analysis. Then, structural equation modeling is applied to assess the impact of the SQ dimensions on overall guest and host satisfaction.
期刊介绍：
The Journal of Quality Assurance in Hospitality & Tourism serves as a medium to share and disseminate new research findings, theoretical development and superior practices in hospitality and tourism. The journal aims to publish cutting-edge, empirically and theoretically sound research articles on quality planning, development, management, marketing, evaluation, and adjustments within the field. Readers of the journal stay up-to-date on the latest theory development and research findings, ways to improve business practices, successful hospitality strategies, maintenance of profit requirements, and increasing market share in this complex and growing field. Comprised of conceptual and methodological research papers, research notes, case studies, and review books and conferences the Journal of Quality Assurance in Hospitality & Tourism offers readers examples of real world practices and experiences that involve: -Organizational development and improvement -Operational and efficiency issues -Quality policy and strategy development and implementation -Quality function deployment -Quality experiences in hospitality industry -Service quality improvement and customer satisfaction -Managerial issues, such as employee empowerment & benefits, quality costs, & returns on investment -The role and participation of private and public sectors, including residents -International, national, and regional tourism; tourism destination sites; arid systems of tourism
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