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Exploring Guests’ Satisfaction and Dissatisfaction with Homestay Experiences: A Netnographic Study of a Rural Tourism Destination in Vietnam

Tuyen Dai Quang Orcid Logo, Nguyet Minh Phan Tran, Erose Sthapit Orcid Logo, Brian Garrod Orcid Logo

International Journal of Hospitality & Tourism Administration, Pages: 1 - 25

Swansea University Author: Brian Garrod Orcid Logo

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DOI (Published version): 10.1080/15256480.2024.2350005

Abstract

Few studies have used online reviews to gain useful insights into homestay guests’ satisfaction. This study responds to demands from the existing literature on homestay tourism in a rural destination context to identify the factors that contribute to tourists’ satisfaction and dissatisfaction by exa...

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Published in: International Journal of Hospitality & Tourism Administration
ISSN: 1525-6480 1525-6499
Published: Informa UK Limited 2024
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URI: https://cronfa.swan.ac.uk/Record/cronfa66227
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first_indexed 2024-05-07T15:28:48Z
last_indexed 2024-05-07T15:28:48Z
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spelling v2 66227 2024-04-30 Exploring Guests’ Satisfaction and Dissatisfaction with Homestay Experiences: A Netnographic Study of a Rural Tourism Destination in Vietnam 4f81981d78ed3082b232463da24d1bb9 0000-0002-5468-6816 Brian Garrod Brian Garrod true false 2024-04-30 CBAE Few studies have used online reviews to gain useful insights into homestay guests’ satisfaction. This study responds to demands from the existing literature on homestay tourism in a rural destination context to identify the factors that contribute to tourists’ satisfaction and dissatisfaction by examining homestay experiences in Vietnam’s Ben Tre province. User-generated content on Booking.com was analyzed using a netnographic approach. The data comprised 656 online posts. The findings suggest that guests achieve satisfaction from host families’ attitudes and language abilities, high-quality facilities in the bedrooms and grounds, authentic cuisine, a peaceful location, the availability of complementary services, and affordable prices. The findings contradict studies suggesting that homestay guests may seek familiarity, and this was largely not evident in terms of tourist food consumption while at the destination. In addition, the findings challenge studies indicating that prices have a strong influence on tourists’ satisfaction with homestay tourism. Journal Article International Journal of Hospitality &amp; Tourism Administration 0 1 25 Informa UK Limited 1525-6480 1525-6499 Homestay; guest experiences; Mekong Delta; netnography; online reviews; Vietnam 2 5 2024 2024-05-02 10.1080/15256480.2024.2350005 COLLEGE NANME Management School COLLEGE CODE CBAE Swansea University Another institution paid the OA fee 2024-05-07T16:32:38.5823750 2024-04-30T17:38:09.9765941 Faculty of Humanities and Social Sciences School of Management - Business Management Tuyen Dai Quang 0000-0003-4599-2202 1 Nguyet Minh Phan Tran 2 Erose Sthapit 0000-0002-1650-3900 3 Brian Garrod 0000-0002-5468-6816 4 66227__30302__9b8a6a1cb2304a4bb8f159b0fa036718.pdf 66227.VoR.pdf 2024-05-07T16:29:50.5810653 Output 5153126 application/pdf Version of Record true © 2024 The Author(s). This is an Open Access article distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives License. true eng http://creativecommons.org/licenses/by-nc-nd/4.0/
title Exploring Guests’ Satisfaction and Dissatisfaction with Homestay Experiences: A Netnographic Study of a Rural Tourism Destination in Vietnam
spellingShingle Exploring Guests’ Satisfaction and Dissatisfaction with Homestay Experiences: A Netnographic Study of a Rural Tourism Destination in Vietnam
Brian Garrod
title_short Exploring Guests’ Satisfaction and Dissatisfaction with Homestay Experiences: A Netnographic Study of a Rural Tourism Destination in Vietnam
title_full Exploring Guests’ Satisfaction and Dissatisfaction with Homestay Experiences: A Netnographic Study of a Rural Tourism Destination in Vietnam
title_fullStr Exploring Guests’ Satisfaction and Dissatisfaction with Homestay Experiences: A Netnographic Study of a Rural Tourism Destination in Vietnam
title_full_unstemmed Exploring Guests’ Satisfaction and Dissatisfaction with Homestay Experiences: A Netnographic Study of a Rural Tourism Destination in Vietnam
title_sort Exploring Guests’ Satisfaction and Dissatisfaction with Homestay Experiences: A Netnographic Study of a Rural Tourism Destination in Vietnam
author_id_str_mv 4f81981d78ed3082b232463da24d1bb9
author_id_fullname_str_mv 4f81981d78ed3082b232463da24d1bb9_***_Brian Garrod
author Brian Garrod
author2 Tuyen Dai Quang
Nguyet Minh Phan Tran
Erose Sthapit
Brian Garrod
format Journal article
container_title International Journal of Hospitality &amp; Tourism Administration
container_volume 0
container_start_page 1
publishDate 2024
institution Swansea University
issn 1525-6480
1525-6499
doi_str_mv 10.1080/15256480.2024.2350005
publisher Informa UK Limited
college_str Faculty of Humanities and Social Sciences
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hierarchy_top_id facultyofhumanitiesandsocialsciences
hierarchy_top_title Faculty of Humanities and Social Sciences
hierarchy_parent_id facultyofhumanitiesandsocialsciences
hierarchy_parent_title Faculty of Humanities and Social Sciences
department_str School of Management - Business Management{{{_:::_}}}Faculty of Humanities and Social Sciences{{{_:::_}}}School of Management - Business Management
document_store_str 1
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description Few studies have used online reviews to gain useful insights into homestay guests’ satisfaction. This study responds to demands from the existing literature on homestay tourism in a rural destination context to identify the factors that contribute to tourists’ satisfaction and dissatisfaction by examining homestay experiences in Vietnam’s Ben Tre province. User-generated content on Booking.com was analyzed using a netnographic approach. The data comprised 656 online posts. The findings suggest that guests achieve satisfaction from host families’ attitudes and language abilities, high-quality facilities in the bedrooms and grounds, authentic cuisine, a peaceful location, the availability of complementary services, and affordable prices. The findings contradict studies suggesting that homestay guests may seek familiarity, and this was largely not evident in terms of tourist food consumption while at the destination. In addition, the findings challenge studies indicating that prices have a strong influence on tourists’ satisfaction with homestay tourism.
published_date 2024-05-02T16:32:37Z
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