Avaliação dos serviços ofertados por três hostels de São Paulo: Análise dos conteúdos gerados pelos hóspedes
Year: 2024
Type: article
Abstract: The hotel industry deals with different people, the biggest challenge being to establish standards that efficiently serve all consumers. Considering the increasing popularity of hostels as accommodation options, the objective of this investigation was to verify guests' perception regarding the level of quality of services provided by three hostels with the best evaluation in the city of São Paulo [Brazil] . The research, with an inductive, qualitative, exploratory, and descriptive approach, used the netnographic method to collect, understand and analyze secondary data from User Generated Content [CGU]. Four criteria that directly impact guest satisfaction at the hostels analyzed were identified: location, cleanliness, service and value for money, leading to the conclusion that guests recognize these criteria when evaluating an establishment. Reviews available on websites are useful for both potential visitors and managers, who can use them to achieve higher levels of efficiency in service delivery and guest satisfaction. It is concluded that the hostels studied are models of hotel ventures for businesspeople, managers, tourism promotion organizations and academics.
Institution: Federal Institute of São Paulo
Language: Portuguese
Subfield: Marketing
Domain: Social Sciences
Open Access status: diamond
OpenAlex ID: W4394872001