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Title:
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Exploring service quality among online sharing economy platforms from an online media perspective
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Author:
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Cristóbal Fransi, Eduard; Hernández Soriano, Francisco; Ferrer Rosell, Berta; Daries Ramón, Natalia
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Notes:
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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
Funding: This research was funded by MINISTERIO DE ECONOMÍA, INDUSTRIA Y COMPETITIVIDAD, grant
id. TURCOLAB ECO2017-88984-R.
Acknowledgments: The authors acknowledge the support of the Catalan Government for the accreditation as
Consolidated Research Group TURESCO (2017 SGR 49). |
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Subject(s):
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-Sharing economy
-Collaborative platforms
-Online peer-to-peer accommodation
-Online media
-Perceived quality
-Loyalty
-Satisfaction
-E-services
-Interactive communication
-User empowerment |
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Rights:
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cc-by (c) Cristóbal Fransi, Eduard et al., 2019
http://creativecommons.org/licenses/by/4.0
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Document type:
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Article
Article - Published version |
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Published by:
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MDPI
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