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

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.