A data driven approach to guest experiences and satisfaction in sharing

Xu, FeiFei and La, Liqing and Zhen, Feng and Lobsang, Tashi and Huang, Chao (2019) A data driven approach to guest experiences and satisfaction in sharing. Journal of Travel and Tourism Marketing, 36 (4). pp. 484-496. ISSN 1054-8408

Full content URL: https://doi.org/10.1080/10548408.2019.1570420

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A data driven approach to guest experiences and satisfaction in sharing
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Abstract

Accommodation sharing provides unique experiences for tourists. This study collects 33,892 guest reviews of Airbnb. A text analytic approach to deconstruct the nature of sharing experience is explored. The data driven approach extracts the following dimensions contributing to the core experiences of sharing, namely, housing, location, host-guest interaction, facility, overall sensation and others. A regression analysis further demonstrates a strong association between attributes of sharing experiences and guest satisfaction. Factors such as room facilities and home experience convey different semantic space and significantly affect guest satisfaction. Indeed, room facilities and home experience have been extracted as hygiene factor and motivator, confirming the two factor theory.

Keywords:sharing economy, experiences, satisfaction, text analytics, Airbnb
Subjects:N Business and Administrative studies > N830 UK Tourism
N Business and Administrative studies > N800 Tourism, Transport and Travel
Divisions:Lincoln International Business School
ID Code:35060
Deposited On:08 Apr 2019 15:43

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