Exploring backpackers' perceptions of the hostel service quality
Autor(a) principal: | |
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Data de Publicação: | 2015 |
Outros Autores: | , |
Tipo de documento: | Artigo |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10071/10558 |
Resumo: | Purpose – The aim of this paper is to contribute to the understanding of backpackers’s evaluation of service quality provided by hostels by developing a battery of items to assess perceptions of the overall hostel experience. Design/methodology/approach – Scale development took a mixed approach that combines qualitative and quantitative research. First, the authors performed a content analysis of reviews provided by guests in hostel booking web sites, in-depth interviews with hostel managers and focus groups with guests, to develop a battery of items to assess the hostel experience from the guests’ perspective. Then, a quantitative survey (n = 222) was conducted, to explore the dimensionality of service quality in this sector. Lisbon hostels are the target of this study, as they received several awards based on the online reviews of backpackers. Findings – The results revealed that service quality is a multidimensional concept and includes six dimensions, namely, social atmosphere, location and city connection, staff, cleanliness, security and facilities. Regression results revealed that the social atmosphere appears to be a core service dimension crucial to create a sense of hostel guest’s overall quality. Originality/value – The findings suggest that service quality scales should incorporate the specific characteristics of the hotel industry. The quality of the staff and the social atmosphere are of utmost importance to enhance the hostel backpacker experience. |
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Exploring backpackers' perceptions of the hostel service qualityTourismPerceptionService qualityBackpackersGuest’s experienceHostel industryPurpose – The aim of this paper is to contribute to the understanding of backpackers’s evaluation of service quality provided by hostels by developing a battery of items to assess perceptions of the overall hostel experience. Design/methodology/approach – Scale development took a mixed approach that combines qualitative and quantitative research. First, the authors performed a content analysis of reviews provided by guests in hostel booking web sites, in-depth interviews with hostel managers and focus groups with guests, to develop a battery of items to assess the hostel experience from the guests’ perspective. Then, a quantitative survey (n = 222) was conducted, to explore the dimensionality of service quality in this sector. Lisbon hostels are the target of this study, as they received several awards based on the online reviews of backpackers. Findings – The results revealed that service quality is a multidimensional concept and includes six dimensions, namely, social atmosphere, location and city connection, staff, cleanliness, security and facilities. Regression results revealed that the social atmosphere appears to be a core service dimension crucial to create a sense of hostel guest’s overall quality. Originality/value – The findings suggest that service quality scales should incorporate the specific characteristics of the hotel industry. The quality of the staff and the social atmosphere are of utmost importance to enhance the hostel backpacker experience.Emerald2016-01-06T16:19:51Z2015-01-01T00:00:00Z20152019-05-14T12:21:29Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/articleapplication/pdfhttp://hdl.handle.net/10071/10558eng0959-611910.1108/IJCHM-03-2014-0145Brochado, A.Rita, P.Gameiro, C.info:eu-repo/semantics/embargoedAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-11-09T17:34:27Zoai:repositorio.iscte-iul.pt:10071/10558Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T22:15:34.800154Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Exploring backpackers' perceptions of the hostel service quality |
title |
Exploring backpackers' perceptions of the hostel service quality |
spellingShingle |
Exploring backpackers' perceptions of the hostel service quality Brochado, A. Tourism Perception Service quality Backpackers Guest’s experience Hostel industry |
title_short |
Exploring backpackers' perceptions of the hostel service quality |
title_full |
Exploring backpackers' perceptions of the hostel service quality |
title_fullStr |
Exploring backpackers' perceptions of the hostel service quality |
title_full_unstemmed |
Exploring backpackers' perceptions of the hostel service quality |
title_sort |
Exploring backpackers' perceptions of the hostel service quality |
author |
Brochado, A. |
author_facet |
Brochado, A. Rita, P. Gameiro, C. |
author_role |
author |
author2 |
Rita, P. Gameiro, C. |
author2_role |
author author |
dc.contributor.author.fl_str_mv |
Brochado, A. Rita, P. Gameiro, C. |
dc.subject.por.fl_str_mv |
Tourism Perception Service quality Backpackers Guest’s experience Hostel industry |
topic |
Tourism Perception Service quality Backpackers Guest’s experience Hostel industry |
description |
Purpose – The aim of this paper is to contribute to the understanding of backpackers’s evaluation of service quality provided by hostels by developing a battery of items to assess perceptions of the overall hostel experience. Design/methodology/approach – Scale development took a mixed approach that combines qualitative and quantitative research. First, the authors performed a content analysis of reviews provided by guests in hostel booking web sites, in-depth interviews with hostel managers and focus groups with guests, to develop a battery of items to assess the hostel experience from the guests’ perspective. Then, a quantitative survey (n = 222) was conducted, to explore the dimensionality of service quality in this sector. Lisbon hostels are the target of this study, as they received several awards based on the online reviews of backpackers. Findings – The results revealed that service quality is a multidimensional concept and includes six dimensions, namely, social atmosphere, location and city connection, staff, cleanliness, security and facilities. Regression results revealed that the social atmosphere appears to be a core service dimension crucial to create a sense of hostel guest’s overall quality. Originality/value – The findings suggest that service quality scales should incorporate the specific characteristics of the hotel industry. The quality of the staff and the social atmosphere are of utmost importance to enhance the hostel backpacker experience. |
publishDate |
2015 |
dc.date.none.fl_str_mv |
2015-01-01T00:00:00Z 2015 2016-01-06T16:19:51Z 2019-05-14T12:21:29Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/article |
format |
article |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10071/10558 |
url |
http://hdl.handle.net/10071/10558 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.relation.none.fl_str_mv |
0959-6119 10.1108/IJCHM-03-2014-0145 |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/embargoedAccess |
eu_rights_str_mv |
embargoedAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.publisher.none.fl_str_mv |
Emerald |
publisher.none.fl_str_mv |
Emerald |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
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Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
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Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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1799134713594511360 |