Attributes of satisfaction and dissatisfaction with online travel experiences in peer-to-peer platforms

• Published in: International journal of hospitality management Vol. 124
• Main Authors: Shin, Seunghun, Hwang, Yoohee, Kim, Taekyung
• Format: Journal Article
• Language: English
• Published: Elsevier Ltd 01.01.2025
• Subjects: Airbnb Online Experiences; Aspect extraction; COVID-19 pandemic; Kano model; Virtual travel experience; COVID-19 pandemic; Airbnb Online Experiences; Virtual travel experience; Kano model; Aspect extraction
• ISSN: 0278-4319
• DOI: 10.1016/j.ijhm.2024.103972

While tourists have traditionally used peer-to-peer platforms for accommodation and dining, they can now also access travel experiences through these platforms thanks to a new product: online travel experiences. With the emergence of this product, a fundamental understanding of its key attributes and their impact on user satisfaction is essential. However, such understanding has been rarely explored. This research aims to address the knowledge gap by understanding Airbnb Online Experiences from the perspective of tourists' satisfaction. Utilizing the Kano model, this study identifies six key attributes of Airbnb Online Experiences and analyzes their dynamic effects on tourist satisfaction through aspect extraction and regression analysis of online reviews. This research highlights how the relationship between these attributes and tourist satisfaction evolved during the COVID-19 pandemic. This study serves as a reference for future research on online travel experiences by elucidating the components of this emerging product. •Investigating what contributes to the customer experience of a virtual travel product.•Identifying major attributes of Airbnb Online Experiences.•Examining the role of attributes in customer satisfaction.•Exploring changes in attributes' role due to the pandemic situation.