Review article
https://doi.org/10.51650/ezrvs.17.1-2.6
THE ROLE OF SECTOR IN USERS’ ATTITUDES TOWARDS THE PERCEIVED QUALITY OF SHARING ECONOMY SERVICES
Doris Podrug
orcid.org/0009-0009-0387-6546
; University of Split, Faculty of Economics, Business, and Tourism, Split, Croatia
Abstract
This paper analyzes the perceived service quality in the sharing economy, specifically in the accommodation and transport sectors. The aim of the research was to determine differences in service quality perceptions among users in these sectors and to identify which category of service quality is more important to them. The research was based on two categories of service quality: technical and social. The survey was conducted on a sample of 327 respondents, and the research sample consisted of users of the sharing economy in accommodation and transport in Croatia. The results show that for users of accommodation and transport services, it is important that the application is regularly updated to quickly receive new information and to make service selection easier. Additionally, both groups of users believe that they have multiple benefits from this service, such as the ability to meet other people and a sense of security. However, there is a statistically significant difference in user perception in certain aspects of the social category of service quality. Specifically, the social category has been shown to be extremely important in accommodation sector studies. The desire for community and social interaction is a reason for choosing this type of accommodation over traditional forms. The role of the host is crucial in the choice of accommodation, and guests appreciate staying with a host because it provides them with the opportunity for authentic experiences. These results can be useful for service providers in the sharing economy in accommodation and transport to better understand the preferences and expectations of their users and improve the quality of their services.
Keywords
sharing economy; transport; accommodation; perceived service quality.
Hrčak ID:
306189
URI
Publication date:
17.7.2023.
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