Investigating the effect of service quality dimensions on travellers’ satisfaction with couchsurfing accommodation and subjective well-being in a sharing economy

Abstract

This study examines service quality dimensions that influence travellers’ satisfaction with peer-to-peer (P2P) accommodations and their subjective well-being in a sharing economy. Structured equation modelling was used to test the model based on an online survey of 183 couchsurfers with prior Couchsurfing experience. According to the findings, assurance and convenience significantly impacted travellers’ satisfaction with Couchsurfing accommodations. Furthermore, the findings revealed that couchsurfers had low expectations for tangibles, followed by adequacy service supply and understanding and caring regarding network lodgings. Besides, satisfaction with Couchsurfing accommodation positively influenced travellers’ subjective well-being, and satisfaction mediates the relationship between service quality and subjective well-being. Results showed that tangibles, adequacy service supply, and understanding and caring are not significant for couchsurfers because Couchsurfing focuses primarily on free hosting of couchsurfers and developing social networking between hosts and guests rather than providing amenities. Furthermore, the paper suggests that focusing on assurance and improving the Couchsurfing platform’s reviews and profiles system can increase trust among couchsurfers, contributing to a better travel experience.