Experience attributes and service quality dimensions of peer-to-peer accommodation in Malaysia
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...
| Main Authors: | , |
|---|---|
| Format: | Article |
| Language: | English English |
| Published: |
Elsevier Ltd
2023
|
| Subjects: | |
| Online Access: | https://eprints.ums.edu.my/id/eprint/37521/1/ABSTRACT.pdf https://eprints.ums.edu.my/id/eprint/37521/2/FULL%20TEXT%201.pdf |
| _version_ | 1796911914130866176 |
|---|---|
| author | Tze, Sheng Wong Kim, Jennifer Lian Chan |
| author_facet | Tze, Sheng Wong Kim, Jennifer Lian Chan |
| author_sort | Tze, Sheng Wong |
| collection | UMS |
| description | 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. |
| first_indexed | 2024-03-06T03:25:50Z |
| format | Article |
| id | ums.eprints-37521 |
| institution | Universiti Malaysia Sabah |
| language | English English |
| last_indexed | 2024-03-06T03:25:50Z |
| publishDate | 2023 |
| publisher | Elsevier Ltd |
| record_format | dspace |
| spelling | ums.eprints-375212023-10-20T02:36:06Z https://eprints.ums.edu.my/id/eprint/37521/ Experience attributes and service quality dimensions of peer-to-peer accommodation in Malaysia Tze, Sheng Wong Kim, Jennifer Lian Chan HM831-901 Social change TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service 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. Elsevier Ltd 2023 Article NonPeerReviewed text en https://eprints.ums.edu.my/id/eprint/37521/1/ABSTRACT.pdf text en https://eprints.ums.edu.my/id/eprint/37521/2/FULL%20TEXT%201.pdf Tze, Sheng Wong and Kim, Jennifer Lian Chan (2023) Experience attributes and service quality dimensions of peer-to-peer accommodation in Malaysia. Heliyon, 9. pp. 1-12. ISSN 2405-8440 https://doi.org/10.1016/j.heliyon.2023.e18403 |
| spellingShingle | HM831-901 Social change TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service Tze, Sheng Wong Kim, Jennifer Lian Chan Experience attributes and service quality dimensions of peer-to-peer accommodation in Malaysia |
| title | Experience attributes and service quality dimensions of peer-to-peer accommodation in Malaysia |
| title_full | Experience attributes and service quality dimensions of peer-to-peer accommodation in Malaysia |
| title_fullStr | Experience attributes and service quality dimensions of peer-to-peer accommodation in Malaysia |
| title_full_unstemmed | Experience attributes and service quality dimensions of peer-to-peer accommodation in Malaysia |
| title_short | Experience attributes and service quality dimensions of peer-to-peer accommodation in Malaysia |
| title_sort | experience attributes and service quality dimensions of peer to peer accommodation in malaysia |
| topic | HM831-901 Social change TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service |
| url | https://eprints.ums.edu.my/id/eprint/37521/1/ABSTRACT.pdf https://eprints.ums.edu.my/id/eprint/37521/2/FULL%20TEXT%201.pdf |
| work_keys_str_mv | AT tzeshengwong experienceattributesandservicequalitydimensionsofpeertopeeraccommodationinmalaysia AT kimjenniferlianchan experienceattributesandservicequalitydimensionsofpeertopeeraccommodationinmalaysia |