Factors affecting customers' perceived value & the improvement in guest satisfaction in hostels/homestays in Vietnam
Abstract
Nowadays, travelers tend to choose a different kind of accommodation, which is hostels and homestays. Also the growth of hostels/homestays in South East Asia, especially in Vietnam, is rising significantly. The purpose of this study is to identify the key factor that positively and significantly affect the customers’ perceived value and satisfaction at hostels and homestays in Vietnam. Moreover, data source is collected from more than 200 travelers already experiencing hostels/homestays people being concerned about this kind of accomodation. This study pointed that there a relative interaction between the factors and satisfaction. Key factors having meaningful impact on customers’ satisfaction found by the research are facilities, image, location, safety and eco-tangibles. In addition, this research suggests several solutions for hostels/homestays industry in Vietnam. Not only improving strategy for this kind of accommodation but also future researches are discussed to improve the satisfaction of customers in the same industry. The further studies about same field are expected to the near future.
Key words: customers’ satisfaction, perceived value, hostels, homestays