Exploring Service Quality among Online Sharing Economy Platforms from an Online Media Perspective

Eduard Cristobal-Fransi, Francisco Hernández-Soriano, Berta Ferrer-Rosell and Natalia Daries
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Eduard Cristobal-Fransi: Department of Business Management, University of Lleida, 25001 Lleida, Spain
Francisco Hernández-Soriano: Faculty of Humanities, University of Lleida, 25001 Lleida, Spain
Berta Ferrer-Rosell: Department of Business Management, University of Lleida, 25001 Lleida, Spain
Natalia Daries: Department of Business Management, University of Lleida, 25001 Lleida, Spain

Sustainability, 2019, vol. 11, issue 13, 1-18

Abstract: The sharing economy has become a new socioeconomic activity that allows the co-creation, production, distribution and consumption of goods and services between individuals, driven by Web 2.0 and e-word of mouth. How these online platforms communicate their content is critical. This paper seeks to develop a scale for measuring the perceived quality of websites that offer information about sharing economy services focused on online peer-to-peer accommodation. The resulting model is validated by means of structural equations and is composed of four dimensions (efficiency; reliability, privacy/security; and communication). The influence that perceived quality exerts on satisfaction and loyalty is then explored from an online media perspective. A scale resulting from the combination of these two areas of knowledge (online media and e-service quality) may take advantage of the more beneficial features they have to offer and provide us with as balanced and convergent a model as possible. The results of the study show that all of the initial hypotheses are confirmed except one. Efficiency, reliability and privacy/security positively influence the perceived quality of a collaborative accommodation portal, whereas communication does not.

Keywords: sharing economy; collaborative platforms; online peer-to-peer accommodation; online media; perceived quality; loyalty; satisfaction; e-services; interactive communication; user empowerment (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2019
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (6)

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