Guest and Host Perspectives of Service Quality and Satisfaction in Digital Home-sharing Platforms

IF 2.6 4区管理学 Q2 HOSPITALITY, LEISURE, SPORT & TOURISM

Journal of Quality Assurance in Hospitality & Tourism Pub Date : 2022-06-21 DOI:10.1080/1528008X.2022.2089945

Natalia Amat-Lefort, F. Marimon, M. Mas-Machuca

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.

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数字家庭共享平台服务质量和满意度的主客观

摘要Airbnb等公司提供的共享经济型住宿服务已成为传统酒店的一种非常受欢迎的替代方案。然而，现有的关于共享住宿服务质量的研究只关注客人的角度。鉴于主持人是这些服务的重要组成部分，本文旨在确定客人和主持人的SQ决定因素。基于一项国际调查（N=501），通过探索性因素分析和验证性因素分析对所提出的维度进行了验证。然后，应用结构方程模型来评估SQ维度对客人和主人整体满意度的影响。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Journal of Quality Assurance in Hospitality & Tourism HOSPITALITY, LEISURE, SPORT & TOURISM-

CiteScore

7.00

自引率

18.20%

发文量

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