Experience attributes and service quality dimensions of peer-to-peer accommodation in Malaysia

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

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URL: https://www.sciencedirect.com/science/article/pii/...

Abstract

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.

Item Type:	Article
Keyword:	Peer-to-peer accommodation, Hosts and guests, Experience attributes Service quality dimensions SERVQUAL model, P2PSERVQUAL model, Malaysia
Subjects:	H Social Sciences > HM Sociology (General) > HM(1)-1281 Sociology > HM831-901 Social change T Technology > TX Home economics > TX1-1110 Home economics > TX901-946.5 Hospitality industry. Hotels, clubs, restaurants, etc. Food service
Department:	FACULTY > Faculty of Business, Economics and Accounting
Depositing User:	SITI AZIZAH BINTI IDRIS -
Date Deposited:	20 Oct 2023 10:36
Last Modified:	20 Oct 2023 10:36
URI:	https://eprints.ums.edu.my/id/eprint/37521

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