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...

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Detalhes bibliográficos
Autores: Cristóbal Fransi, Eduard, Hernández Soriano, Francisco, Ferrer Rosell, Berta, Daries Ramón, Natalia
Formato: artículo
Estado:Versión publicada
Fecha de publicación:2019
País:España
Recursos:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
Repositorio:Recercat. Dipósit de la Recerca de Catalunya
OAI Identifier:oai:recercat.cat:10459.1/67601
Acesso em linha:https://doi.org/10.3390/su11133690
http://hdl.handle.net/10459.1/67601
Access Level:acceso abierto
Palavra-chave: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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spelling Exploring service quality among online sharing economy platforms from an online media perspectiveCristóbal Fransi, EduardHernández Soriano, FranciscoFerrer Rosell, BertaDaries Ramón, NataliaSharing economyCollaborative platformsOnline peer-to-peer accommodationOnline mediaPerceived qualityLoyaltySatisfactionE-servicesInteractive communicationUser empowermentThe 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 notFunding: 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).MDPI2019201920192019info:eu-repo/semantics/articleinfo:eu-repo/semantics/publishedVersionapplication/pdfhttps://doi.org/10.3390/su11133690http://hdl.handle.net/10459.1/67601http://hdl.handle.net/10459.1/67601reponame:Recercat. Dipósit de la Recerca de Catalunyainstname:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)Inglésinfo:eu-repo/grantAgreement/AEI/Plan Estatal de Investigación Científica y Técnica y de Innovación 2013-2016/ECO2017-88984-RReproducció del document publicat a https://doi.org/10.3390/su11133690Sustainability, 2019, vol. 11, núm. 13, 3690 (18 p.)cc-by (c) Cristóbal Fransi, Eduard et al., 2019info:eu-repo/semantics/openAccesshttp://creativecommons.org/licenses/by/4.0oai:recercat.cat:10459.1/676012026-05-29T05:05:01Z
dc.title.none.fl_str_mv Exploring service quality among online sharing economy platforms from an online media perspective
title Exploring service quality among online sharing economy platforms from an online media perspective
spellingShingle Exploring service quality among online sharing economy platforms from an online media perspective
Cristóbal Fransi, Eduard
Sharing economy
Collaborative platforms
Online peer-to-peer accommodation
Online media
Perceived quality
Loyalty
Satisfaction
E-services
Interactive communication
User empowerment
title_short Exploring service quality among online sharing economy platforms from an online media perspective
title_full Exploring service quality among online sharing economy platforms from an online media perspective
title_fullStr Exploring service quality among online sharing economy platforms from an online media perspective
title_full_unstemmed Exploring service quality among online sharing economy platforms from an online media perspective
title_sort Exploring service quality among online sharing economy platforms from an online media perspective
dc.creator.none.fl_str_mv Cristóbal Fransi, Eduard
Hernández Soriano, Francisco
Ferrer Rosell, Berta
Daries Ramón, Natalia
author Cristóbal Fransi, Eduard
author_facet Cristóbal Fransi, Eduard
Hernández Soriano, Francisco
Ferrer Rosell, Berta
Daries Ramón, Natalia
author_role author
author2 Hernández Soriano, Francisco
Ferrer Rosell, Berta
Daries Ramón, Natalia
author2_role author
author
author
dc.subject.none.fl_str_mv Sharing economy
Collaborative platforms
Online peer-to-peer accommodation
Online media
Perceived quality
Loyalty
Satisfaction
E-services
Interactive communication
User empowerment
topic Sharing economy
Collaborative platforms
Online peer-to-peer accommodation
Online media
Perceived quality
Loyalty
Satisfaction
E-services
Interactive communication
User empowerment
description 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
publishDate 2019
dc.date.none.fl_str_mv 2019
2019
2019
2019
dc.type.none.fl_str_mv info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
format article
status_str publishedVersion
dc.identifier.none.fl_str_mv https://doi.org/10.3390/su11133690
http://hdl.handle.net/10459.1/67601
http://hdl.handle.net/10459.1/67601
url https://doi.org/10.3390/su11133690
http://hdl.handle.net/10459.1/67601
dc.language.none.fl_str_mv Inglés
language_invalid_str_mv Inglés
dc.relation.none.fl_str_mv info:eu-repo/grantAgreement/AEI/Plan Estatal de Investigación Científica y Técnica y de Innovación 2013-2016/ECO2017-88984-R
Reproducció del document publicat a https://doi.org/10.3390/su11133690
Sustainability, 2019, vol. 11, núm. 13, 3690 (18 p.)
dc.rights.none.fl_str_mv cc-by (c) Cristóbal Fransi, Eduard et al., 2019
info:eu-repo/semantics/openAccess
http://creativecommons.org/licenses/by/4.0
rights_invalid_str_mv cc-by (c) Cristóbal Fransi, Eduard et al., 2019
http://creativecommons.org/licenses/by/4.0
eu_rights_str_mv openAccess
dc.format.none.fl_str_mv application/pdf
dc.publisher.none.fl_str_mv MDPI
publisher.none.fl_str_mv MDPI
dc.source.none.fl_str_mv reponame:Recercat. Dipósit de la Recerca de Catalunya
instname:Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
instname_str Varias* (Consorci de Biblioteques Universitáries de Catalunya, Centre de Serveis Científics i Acadèmics de Catalunya)
reponame_str Recercat. Dipósit de la Recerca de Catalunya
collection Recercat. Dipósit de la Recerca de Catalunya
repository.name.fl_str_mv
repository.mail.fl_str_mv
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