Exploring service quality among online sharing economy platforms from an online media perspective
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 de...
| Autores: | , , , |
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| Tipo de recurso: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2019 |
| País: | España |
| Institución: | Universitat de Lleida (UdL) |
| Repositorio: | Repositori Obert UdL |
| OAI Identifier: | oai:repositori.udl.cat:10459.1/67601 |
| Acceso en línea: | https://doi.org/10.3390/su11133690 http://hdl.handle.net/10459.1/67601 |
| Access Level: | acceso abierto |
| Palabra clave: | Sharing economy Collaborative platforms Online peer-to-peer accommodation Online media Perceived quality Loyalty Satisfaction E-services Interactive communication User empowerment |
| Sumario: | 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 |
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