Homestay Service Experience for Tourist Satisfaction and Sustainability Amidst Covid-19 Challenges

Author:

Boo Ho Voon ,Teck Weng Jee ,Corina Joseph ,Muhammad Iskandar Hamzah ,Patricia Melvin Jussem ,Ai Kiat Teo

Abstract

Although tourist homestay experience has been commonly recognized as an important criterion for community-based and eco-friendly destination loyalty, not much is known about the measurement of its service experience. A scientific inquiry into the tourist experience will be an essential differentiation tool for sustainable competitive advantage in this alternative hospitality sector. Our research aims to develop a measure of homestay service experience and to use this measure to investigate the influence of homestay service experience on tourists’ satisfaction and behavioral intentions. Specifically, the HomeServE inventory is established through qualitative and quantitative processes. Focus group interviews and questionnaire survey techniques were employed. A total of 866 usable questionnaires were obtained from the nationwide survey. Reliability and validity analyses were done on the measurement items. Measurement and relationship analyses were done using the confirmatory factor analysis and structural equation modelling. Eight dimensions (32 items) of homestay service experience were identified (i.e., Culture, Guiding Service, Food and Beverage, Environment, Cleanliness, Accommodation, Services, and Accessibility). The measurement and model fit indices were found to be satisfactory. This newly found multi-dimensional construct of tourist service experience is in line with tourist-oriented service management. It was found that service experience has a direct positive effect on tourists’ satisfaction. Managerial and research implications of the measurement were discussed for more effective tourist experience management.

Publisher

UNIMAS Publisher

Subject

Strategy and Management,Economics and Econometrics,Finance,Business and International Management

Cited by 3 articles. 订阅此论文施引文献 订阅此论文施引文献,注册后可以免费订阅5篇论文的施引文献,订阅后可以查看论文全部施引文献

1. Enhancing Penang Homestay Experience Through Cross-Cultural Benchmarking from Japanese Homestay Hospitality;Revista de Gestão Social e Ambiental;2024-03-25

2. Community-based Rehabilitation Service Excellence for Sustainability;Environment-Behaviour Proceedings Journal;2023-09-19

3. Perception Gaps in Homestay Customers’ Unique Consumption Motivations: An Affordance Perspective;International Journal of Hospitality & Tourism Administration;2023-08-02

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