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The Influence of Tourist Characteristics on the Perceived Quality of Hostels in Portugal: An Exploratory Study
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Author(s): Beatriz Fernandes Duarte (Polytechinc Institute of Cávado and Ave, Portugal), Laurentina Cruz Vareiro (Polytechnic Institute of Cávado and Ave, Portugal), Bruno Barbosa Sousa (Polytechnic Institute of Cávado and Ave, Portugal & Applied Management Research Unit (UNIAG), Portugal & Centro de Investigação, Desenvolvimento e Inovação em Turismo (CiTUR), Portugal)and Victor Figueira (Polytechinc Institute of Beja, Portugal)
Copyright: 2021
Pages: 20
Source title:
Rebuilding and Restructuring the Tourism Industry: Infusion of Happiness and Quality of Life
Source Author(s)/Editor(s): André Riani Costa Perinotto (Universidade Federal do Delta do Parnaíba, Brazil), Verônica Feder Mayer (Federal Fluminense University, Brazil)and Jakson Renner Rodrigues Soares (Universidade da Coruña, Spain & Universidade Estadual do Ceará, Brazil)
DOI: 10.4018/978-1-7998-7239-9.ch011
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Abstract
The hostels sector in Portugal, despite its late appearance compared to other countries in the world, has registered an expressive development. However, the observed growth is not properly accompanied by research that supports and helps in understanding the sector and its future perspective. The chapter intends to be a contribution in this area, having as central focus the analysis of the influence of the characteristics of the tourists in relation to the expectations and perceptions regarding the service quality provided in a hostel in Portugal. The methodology used is a descriptive nature of a quantitative nature, based on an online questionnaire survey. The questionnaire essentially applies the SERVQUAL model, not fully following the original structure, presenting reformulated statements that are adequate to the hostel service in dimensions such as tangible aspects, reliability, empathy, promptness, and security.
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