LAUSR

Purpose This study aims to identify the key determinants of Airbnb rating scores. Design/methodology/approach This study is based on a sample of 127,257 listings across 43 cities. A total of 24 explanatory variables were identified, and they were further grouped into host verification information, communication, policy of renting, space, information about environment, price and experience of hosting. Both Tobit and ordered logit models were used to perform the analysis. Findings The results indicate that good communication, large space and provision of information about the listings’ environment have a positive effect on users’ satisfaction, whereas experience of hosting negatively influences users’ satisfaction. Originality/value This study contributes to the peer-to-peer accommodation literature by affording a more complete understanding about guest satisfaction and its determinants.