Modelling the relationship between perceived value, customer satisfaction, and customer loyalty in Youth Hostel: an empirical study

With the popularity of youth hostels, this paper explores the factors affecting customer satisfaction and loyalty to youth hostels with path modelling. This study aims at investigating customer perceived value with a multi-dimensional structure of five dimensions, and then further analyze the relationship among youth hostel perceived value, youth hotels satisfaction and youth hotels loyalty. Results indicate that aesthetic, hedonic and location dimensions have a significant direct positive impact on customer satisfaction, while price and prestige are not important factors affecting customer satisfaction. Moreover, customer satisfaction was found that it had a directly relationship with customer loyalty. The result also suggested that the managers of youth hostels can manage their hotel according to the five dimensions of perceived value provided in this paper.

I. Introduction

Recent years have witnessed the rapid growth of a phenomenon, “the sharing economy”. Consisting of sharing bicycles, sharing cars and etc., sharing rooms and sharing families are also crashing into our lives. There are many popular platforms that are providing sharing rooms, such as Airbnb. And in China, there are many youth hostels like Airbnb. With the cultural concept of youth hostel has been recognized and practiced by more and more people, “Youth hostel” has become a well-known brand in the youth and tourism circles of China. For instance, YHA CHINA GD, the first organization of youth hostel in China, reported that since 2005, YHA CHINA had received tourists from more than 200 countries and regions, and most of the tourists were young people.