Research On The Customer Perceived Value Of Peer-to-peer Accommodation

The service quality of hospitality enterprises in general reflects their competitiveness and the brand image now,which is an important factor in their survival and development.For customers,it will be formed a unique perception of the services provided by the hospitality companies during their stays,which will affect their subsequent attitudes and behaviors.Driven by the development of information technology,in recent years,sharing economy has penetrated into the hospitality market.The rise of peer-to-peer accommodation has provided customer with more diverse accommodation products,influencing the competitive landscape of the accommodation market.However,the research on the hospitality services of peer-to-peer accommodation have not been deeply investigated.Given this gap,this paper intends to make an in-depth study of peer-to-peer accommodation in terms of the customer perceived value.On the basis of the characteristics of peer-to-peer accommodation as well as the existing research on customer perceived value,this study takes Airbnb as a case,and uses the methods of quantitative research like eliability and validity analysis,factor analysis,variance analysis,paired sample T test and IPA,as well as regression analysis to discuss the peer-to-peer accommodation in terms of customer perceived value.First,it explores the constitutive dimensions and elements of customer perceived value of peer-to-peer cccommodation’s service.Then,through establishing the evaluation index system of the service of peer-to-peer accommodation,the study verifies whether it exists differences in the service of peer-to-peer accommodation between the customer evaluation of importance and the perception of actual performance before and after check in.Afterwards,it investigates the relationship between customer perceived value and customer satisfaction of the service of peer-to-peer accommodation,thereby identifying key perceived value factors affecting the satisfaction of target customer groups.Aiming at improving these perceived values of customers,this paper will propose corresponding suggestions and countermeasures for optimizing the hospitality service in the background of sharing economy,providing some references for the enterprises of peer-to-peer accommodation to improve the quality of experience and customer satisfaction,which has great significance for the healthy and sustainable development of the hospitality industry.