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Exploring service quality among online sharing economy platforms from an online media perspective

dc.contributor.authorCristóbal Fransi, Eduard
dc.contributor.authorHernández Soriano, Francisco
dc.contributor.authorFerrer Rosell, Berta
dc.contributor.authorDaries Ramón, Natalia
dc.date.accessioned2019-11-25T11:57:53Z
dc.date.available2019-11-25T11:57:53Z
dc.date.issued2019
dc.identifier.issn2071-1050
dc.identifier.urihttp://hdl.handle.net/10459.1/67601
dc.description.abstractThe 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
dc.description.sponsorshipFunding: 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).
dc.format.mimetypeapplication/pdf
dc.language.isoeng
dc.publisherMDPI
dc.relationMINECO/PN2013-2016/ECO2017-88984-R
dc.relation.isformatofReproducció del document publicat a https://doi.org/10.3390/su11133690
dc.relation.ispartofSustainability, 2019, vol. 11, núm. 13, 3690 (18 p.)
dc.rightscc-by (c) Cristóbal Fransi, Eduard et al., 2019
dc.rights.urihttp://creativecommons.org/licenses/by/4.0
dc.subjectSharing economy
dc.subjectCollaborative platforms
dc.subjectOnline peer-to-peer accommodation
dc.subjectOnline media
dc.subjectPerceived quality
dc.subjectLoyalty
dc.subjectSatisfaction
dc.subjectE-services
dc.subjectInteractive communication
dc.subjectUser empowerment
dc.titleExploring service quality among online sharing economy platforms from an online media perspective
dc.typeinfo:eu-repo/semantics/article
dc.date.updated2019-11-25T11:57:53Z
dc.identifier.idgrec028782
dc.type.versioninfo:eu-repo/semantics/publishedVersion
dc.rights.accessRightsinfo:eu-repo/semantics/openAccess
dc.identifier.doihttps://doi.org/10.3390/su11133690


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cc-by (c) Cristóbal Fransi, Eduard et al., 2019
Except where otherwise noted, this item's license is described as cc-by (c) Cristóbal Fransi, Eduard et al., 2019