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The objective of the present research is to understand hostel experiences of travellers visiting hostels operating in Göreme province of Cappadocia region. Within the context of user-generated content data were collected from online reviews and comments at hostelworld.com online platform and content analysis has been utilized to examine data. Results indicated differences as well as commonalities prior researches in terms of hostel experiences' characteristics. The findings show that hostel experiences are multifaceted and heterogeneous based on factors of cleanliness and facilities, location, atmosphere, security, staff/owner, price/value for money, social atmosphere, food experience, authentic experience and memorable experience. The presence of food, authentic and memorable experiences have emerged as distinct factors accelerating the quality of hostel experiences that travellers gain. [ABSTRACT FROM AUTHOR]

The main objective of the study was to measure hotels' service quality performance from the customer perspective. To do so, a performance-only measurement scale (SERVPERF) was administered to 234 customers stayed in three, four and five star hotels in Cappadocia. The results of the study demonstrate that SERVPERF is a reliable and valid tool to measure service quality in the hotel industry. The instrument consists of four dimensions, namely 'tangibles", "assurance-responsiveness", "empathy", and "reliability". Hotel customers are expecting more improved services from the hotels in all service quality dimensions. However, hotel customers have the lowest perception scores on tangibles. It is also revealed that empathy is the most important dimension in predicting hotel customers' overall service quality evaluation. In the light of the results, possible managerial implications are discussed and future research subjects are recommended. [ABSTRACT FROM AUTHOR]