The Influence of Tourist Characteristics on the Perceived Quality of Hostels in Portugal: An Exploratory Study

Introduction

Hostels represent a segment with increasing importance in the hospitality market, with approximately 20% of all global tourism, being attributed to the youth and student market (Hecht & Martin, 2006). However, although this type of accommodation is part of the tourism system, it has characteristics that differentiate it from this model, representing an alternative means of accommodation to traditional hotels (Thomazi, 2019). As basic characteristics, components related to prices, structures, interaction and sharing of socio-cultural experiences and values between guests are assumed (Mané & Ferreira, 2017).

The issues related to hospitality reveal themselves to be increasingly global, subordinate to the evolution of populations, which change characteristics over time. Thus, the service provided has come to be seen as a need to be met, and not as a luxury item (Kadampully & Suhartanto, 2003). Hospitality is the aspect of the tourism industry charged with improving the quality of services provided during the stay of tourists from a destination (Brotherton, 1999). In this sense, the study of tourist accommodation is of particular importance, given the fact that it plays an elementary role in shaping the perception of the tourist experience and, consequently, in tourist satisfaction (Saraiva, 2013). However, there is a diversification of components in the hostels' public, causing the perceived quality to be influenced by issues such as the characteristics and culture of tourists, making the process of assessing the quality of services of this type of accommodation difficult (Gameiro, 2013). The concept of perceived value has recently gained and popular in the business environment. Perceived value has an effect on consumer behavior and provides strategic implications for the success of companies. According to Permatasari (2020), a perceived value defined as the benefits of customers believe, what are they receive relative to the costs associated with the consumptions. For a service organization, it is important to know how their services are perceived by their customers. Customer Perceived value has been conceptualized in the literature as a trade-off made by a customer between the costs and benefits of a particular product or service (Permatasari, 2020. Hence, perceived value is claimed to be a major tool to help the service company to gain a better competitive position in the market.

With regard to the current market, the quality attributed to this type of accommodation is not based only on the reduced price for the stay, cleanliness, comfort and location. The development of the sector has given rise to the appreciation of other factors such as the attributes of the environment, the staff, privacy, among other elements that require professionalism for their satisfaction (Silva & Köhler, 2015). Marques (2014) states that consumers reveal a growing demand that goes beyond the product, highlighting the demand for differentiation, values, attitudes and experiences. In this sense, taking into account that the customer is increasingly critical in relation to their choices, it is up to the sector to invest in higher levels of quality (Sousa, 2016). The provision of services that meet the demands of consumers provides satisfaction, which may result in their intention to return (Sousa, 2016), representing a competitive advantage, leading to an increase in market share and the success of activity in the tourism sector and industry (Hoffman et al. 1997).