Sharing Economy Services – Analysis of Customers’ Motives and Concerns

  • Maike Kathrin Schröder
  • Anna Theresa Theilen

    Student thesis: Master, one year


    Sharing economy services have grown significantly in the last decade. Thereby, P2P accommodation sharing services represent one of the largest sectors and play a crucial role in the tourism industry. The purpose of this paper is to explain the relationship between motives as well as concerns and the customer satisfaction of users in accommodation sharing services. Furthermore, it is investigated if the generation is affecting this relationship. In order to answer the research questions a quantitative method was used. A survey was carried out, which delivered 157 valid responses from existing users of accommodation sharing services. The findings of this research support the positive impact of the motives and the negative impact of the concerns on customer satisfaction. However, no effect of generation on the relationship could be found, whereas there is an indication that nationality might be an influencing factor. Since only the motives and concerns of existing users are studied, the sample is limited to a small share of the whole population, which has already used accommodation sharing services. The paper tests empirically the concept of generation and its impact on the relationship between the motives as well as concerns and the customer satisfaction in the setting of accommodation sharing services. This study shows that it is important for P2P accommodation sharing platform providers and hosts of P2P accommodations to deal with the concerns of the customers as well as to address aspects of the motives in their marketing campaigns to increase the customer satisfaction.

    Date of Award2019-Jul-05
    Original languageEnglish
    SupervisorElin Smith (Supervisor) & Jens Hultman (Examiner)

    Educational program

    • MSc in Business Administration specialising in International Business and Marketing

    University credits

    • 15 HE credits

    Swedish Standard Keywords

    • Economics and Business (502)


    • sharing economy services
    • accommodation sharing
    • motives
    • concerns
    • customer satisfaction
    • generation
    • peer-to-peer (p2p)

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