Exploring heterogeneity among backpackers in hostels

Ana Brochado, Paulo Rita

Research output: Contribution to journalArticlepeer-review

11 Citations (Scopus)


This study’s goal was to validate the core dimensions of hostel service quality and to test whether each dimension has a different impact on behavioural intentions across guest segments defined by age, gender and nationality. This research targeted guests staying at Lisbon hostels (N = 313). Both covariance-based structural equation modelling (SEM) and variance-based SEM were used to meet this study’s exploratory and confirmatory objectives. The results confirm that service quality in this sector is a multidimensional construct comprising four core dimensions: quality of staff, social atmosphere, hostel tangibles and city connection. These four aspects are relevant when explaining levels of satisfaction, recommendation and revisiting intentions. Moreover, these dimensions allow the identification of differences across market segments in regards to responses to marketing outcomes, thus providing useful insights into how best to meet guests’ needs.

Original languageEnglish
Pages (from-to)1502-1520
Number of pages19
JournalCurrent Issues in Tourism
Issue number13
Early online date5 Nov 2016
Publication statusPublished - 2018


  • backpackers hostel
  • demographic market segmentation
  • hostel industry
  • service quality


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