Exploring the Service Quality of Sharing Economy– A Case of Airbnb

• Main Authors: Fang-Yu Hsu, 許芳語
• Other Authors: Jung-Yu Lai
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/25974e

碩士 === 國立中興大學 === 科技管理研究所 === 107 === The prompt development of the Internet has encouraged the use of idle assets and promoted its economic development. The "sharing economy" has become popular and has flourished in the hospitality industry, among which Airbnb is best known. The academic and practical value of service quality proposed by Parasuram, Zeithhaml, and Berry has confirmed. Service quality is also considered to be one of the success factors of the tourism industry and has a positive relationship with its performance. Based on the "SERVQUAL" proposed by Parasuram, Zeithhaml, and Berry, this study proposes a sixth facet "Cultural Linkage" through literature review and expert interviews. The scale revised to the " SERVQUAL for the Sharing Economy." The scale includes six factors: "Tangibles", "Reliability", " Responsiveness ", "Assurance", "Empathy" and "Cultural Linkage". In the aspect of a total of 25 indicators, the purpose is to measure the quality of cognitive services. Meanwhile, exploring whether the comprehensive "Sharing Economy of SERVQUAL" and "Cultural Linkage" have a significant impact on service quality, satisfaction, and recommendation intention. The research found that the better the customer feels about the quality of shared economic service, the higher the customer satisfaction and recommendation willingness; the better the customer feels about the cultural connection, the higher the customer satisfaction, but the influence on the recommendation will not be affected. In the study period, Airbnb was used as a reference for the improvement of service quality through the sharing of economic service quality tables. This scale can also be used as a reference for the subsequent study of sharing economic service quality.