A quantitative analysis of satisfaction on Airbnb from UX perspectives: The comparison between the United States and Hong Kong

Given that the concept of sharing economy is one of the widely-employed economic models in our society, users' satisfaction in sharing services is one of the important academic and industrial research topics for the success of such services. This study collects users' online reviews with ratings from Airbnb, one of the representative sharing services, and investigates effects of the following three components of user experience: users' perceived usability, usefulness, and affection. Our work compares the user experience in Airbnb between the United States and Hong Kong. The results of the multiple linear regression analysis indicate that affection (the United States) and usefulness (Hong Kong) show the greatest effects on the rating on Airbnb. Based on the findings, the implications with limitations are discussed.