An Investigation On Tourist Experience And Satisfaction In Sharing Accommodation

With the rapid development of network economy and the individualized demand of consumers,the sharing economy has shown strong development potential in recent years.Accommodation as an important application of sharing in tourism has attracted more and more tourists.As a new type of accommodation,few scholars have studied tourist experience and its relationship with satisfaction in the context of sharing accommodation.This investigation collected 33,892 reviews related to Airbnb listings in London,and explored tourists' experience factors and its impact on their satisfaction with hybrid approach.On the one hand,the results of big data text analysis show that the elements of sharing accommodation experience can be divided into six dimensions,including housing,location,host-guest interaction,facilities,overall feeling and other dimensions;compared with the elements of traditional hotel customer experience,facilities,cleanliness,surrounding environment and location are the common crucial factors,while in sharing accommodation,tourists pay more attention to decoration style and host-guest interaction.The results of big data research is different from traditional survey results,that is,sustainability and economic benefits are not the main drivers for tourists to choose sharing accommodation and the host-guest interaction & authentic experience value are the key factors to attract tourists to use Airbnb.On the other hand,the results of linear regression analysis show that the factors of tourists' experience have a significant impact on customer satisfaction,and the effects of these factors are different.According to the two-factor theory,room facilities and family experience affect customer satisfaction as hygienic factors and incentive factors respectively.The importance of host-guest interaction in customer satisfaction also proves the application of service dominant logic(SDL)in sharing business model.This study not only enriches the research of sharing accommodation experience and satisfaction,but also is a meaningful exploration of big data research methods in the field of tourism.In practical,the research is able to help sharing accommodation managers and homeowners identify and improve key service elements,provide better accommodation experience,and promote the development of the sharing economy.