'Albergo diffuso' and Customer Satisfaction: a Quality Services Analysis

The continuous development of the Italian tourism sector and the deep knowledge of tourists lead entrepreneurs to extend the supply of tourism services and increase their quality. Planning in advance marketing actions become essential for satisfying customers desire trough the launch of new products ‘market oriented’ achieving customer satisfactions. In order to accomplish these new market needs a new form of sustainable hospitality called “Albergo Diffuso ” (AD) was development in the market. AD satisfy the tourists’ require of stays in renowned and famous areas and towns, of contact with residents and local people rather than only with other tourists, and of the traditional comforts offered in hotels, such as room service or a restaurant. This fact represents a real throwback compare to the globalization logics. In addition, the AD demand is increasing in today’s competitive landscape. The main aim of this research is to identify the level of customers satisfaction related to the quality of the services promoted by AD. Special attention is paid on the services mostly required by customers, which can represent key drivers in rising the quality of AD. A qualitative cases study approach based on an mining analysis of the customer reviews gathered on web site from 2012 to 2013 is developed in this research in order to detect which services could improve the quality of Ads and group of customers with homogeneous satisfaction purchase opinions.