Resumo

LIMA, Rita  e  VICENTE, Paula. The effect of service quality on hostel guests' satisfaction. RGPLP [online]. 2016, vol.15, n.3, pp.4-18. ISSN 1645-4464.

The hostel sector has registered a significant growth in Portugal, boosted both by the growth of low-cost tourism and by the international recognition of the quality of Portuguese hostels. This growth has however happened without the accompanying research to help understand the sector and envisaging its evolution. This article intends to contribute in this area by assessing the effect of service quality on satisfaction of guests staying in a hostel. The results are based on a survey conducted in 2014 on guests in 14 hostels in Lisbon. The effect of the dimension's location, ambience and design, price, equipment, staff, security and cleanliness was tested. The results revealed by the multiple linear regression model showed a marked importance of the staff (competence, friendliness and helpfulness), cleanliness (of both common and private spaces) and price.

Palavras-chave : Hostel; Service Quality; Satisfaction; Lisbon.

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