Wong Tze Sheng, Chan Jennifer Kim Lian
Faculty of Business, Economics and Accountancy, University Malaysia Sabah, Malaysia.
Heliyon. 2023 Jul 17;9(7):e18403. doi: 10.1016/j.heliyon.2023.e18403. eCollection 2023 Jul.
This paper reports the empirical findings of experience attributes and service quality dimensions of peer-to-peer accommodation (P2P) in Malaysia. Data collection was conducted using in-depth interviews, which involved 10 P2P accommodation hosts and 15 P2P accommodation guests. Thematic analysis of the data guided by the concepts of service experience and service quality, revealed that P2P accommodation has four experience dimensions (property/accommodation, hosts, local people/culture, and location) and seven service quality dimensions (home facilities, personal advice, helpfulness, feeling welcome, responsiveness, reliability, and caring). These dimensions differentiate P2P accommodation from other types of accommodation, such as hotels, and are different from those of the SERVQUAL model. Subsequently, a new model, P2PSERVQUAL, is proposed for peer-to-peer accommodation. The findings add to the tourism and hospitality literature on experience attributes and service quality, with implications for the marketing and management of P2P accommodation.
本文报告了马来西亚点对点住宿（P2P）的体验属性和服务质量维度的实证研究结果。数据收集采用深度访谈的方式，涉及10位P2P住宿房东和15位P2P住宿客人。以服务体验和服务质量概念为指导对数据进行的主题分析表明，P2P住宿有四个体验维度（房产/住宿、房东、当地居民/文化和位置）和七个服务质量维度（家庭设施、个人建议、乐于助人、受欢迎的感觉、响应速度、可靠性和关怀）。这些维度使P2P住宿区别于其他类型的住宿，如酒店，并且与SERVQUAL模型的维度不同。随后，针对点对点住宿提出了一个新的模型P2PSERVQUAL。这些研究结果丰富了关于体验属性和服务质量的旅游与酒店文献，对P2P住宿的营销和管理具有启示意义。
