Table 6.

Comparison of SERVQUAL and P2PSERVQUAL dimensions.

No.	SERVQUAL dimensions	Peer-to-peer accommodation dimensions (P2PSERVQUAL)	Description
1	Tangibles	Home facilities	Dining area, TV and washing area, cooking facilities, washing machines, amenities
2	Responsiveness	Responsiveness	Attend and reply promptly Fast response, always on standby
3	Reliability	Reliability	Provide what was promised All items are provided as booked No misrepresentation, no differences from the photos
4	Empathy	Caring	Put yourself in the shoes of the customer Always understanding Take care of guests Responsive to the needs of others
5		Personal advice	Provide advice and relevant information, for example a map of the location, and recommendations where to go and where to eat
6		Helpfulness	Always be there when needs or problems arise Always contactable and available in case of an emergency Helpful host
7		Feeling welcome	Warm welcome from the host, warm sense of hospitality