Exploring Customers’ Experiences with P2P Accommodations: Measurement Scale Development and Validation in the Chinese Market

Abstract

This study explored key dimensions of customers’ experiences with peer-to-peer (P2P) accommodations through Airbnb in China and developed a corresponding measurement scale. Thirty-four in-depth interviews were conducted with Airbnb customers. A pilot study and main survey were implemented to collect data. Exploratory factor analysis was performed, and five factors related to the customer experience were extracted: tangible and sensory experiences, host, cultural experience, interaction with peer guests, and location. Confirmatory factor analysis was performed using data gathered from the main survey. This study contributes to the literature by capturing customers’ holistic experiences in the Chinese market via empirical testing. Theoretical and practical implications are also discussed.