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Peer‐to‐peer accommodation: A meta‐analysis of factors affecting customer satisfaction and loyalty
Author(s) -
Shin Hhye Won,
Fan Alei,
Lehto Xinran
Publication year - 2020
Publication title -
international journal of tourism research
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 1.155
H-Index - 58
eISSN - 1522-1970
pISSN - 1099-2340
DOI - 10.1002/jtr.2428
Subject(s) - loyalty , hospitality , accommodation , context (archaeology) , marketing , tourism , customer satisfaction , loyalty business model , hospitality industry , business , meta analysis , psychology , peer review , advertising , service quality , political science , service (business) , medicine , geography , archaeology , neuroscience , law
The current research synthesizes a decade of peer‐to‐peer accommodation studies published in the hospitality and tourism field, and provides a meta‐analytic review of this topic since its emergence. Following the push versus pull motivation framework, this research investigates how the major factors affect customers' satisfaction and their loyalty in the P2P accommodation setting. Utilizing the Comprehensive Meta‐Analysis Program (CMA), a quantitative meta‐analysis of twenty‐four articles published in the hospitality and tourism journals was conducted to determine the effect sizes of the relationships between the push and pull factors, customer satisfaction and loyalty in the peer‐to‐peer context. The results show that all four push factors have strong positive relationships with satisfaction, whereas the seven pull factors' effect sizes on satisfaction vary. Regarding the relationships with loyalty, both push and pull factors show medium to large effect sizes. In addition, the positive impact of customers' satisfaction on their loyalty in the peer‐to‐peer accommodation context is confirmed. This is the first meta‐analysis effort to provide a collective insight regarding the major factors affecting customer satisfaction and loyalty toward peer‐to‐peer accommodations. It offers a new perspective of “push and pull factors” for future research. Moreover, this research provides guidelines to the operators and marketers about what the most important factors are for customers in using and selecting peer‐to‐peer accommodations.