Service quality in homestay tourism: a homestay host perspective

What is it about?

This study looks at what makes a rural homestay experience feel high-quality, but from the viewpoint of the people who run the homestays. Most research on service quality in tourism has focused on measurable things like cleanliness, facilities, or customer service—what guests can see or touch. However, this research highlights that in rural homestays, quality is also deeply tied to intangible factors. We conducted interviews with homestay hosts in two rural districts of Himachal Pradesh, India, to understand their perspective. The findings reveal that while practical aspects like cleanliness and comfort are important, qualities such as the host’s presence, friendliness, knowledge of the local culture, and the sense of belonging they create for their guests are just as critical. Community involvement and respecting local traditions also play a key role in shaping how guests perceive quality. This research is valuable for policymakers and tourism managers because it shows that improving rural homestay tourism isn’t just about upgrading physical infrastructure. It’s also about supporting hosts in sharing their culture, connecting with guests, and creating meaningful experiences. For homestay operators, the study offers practical ideas for enhancing service by focusing on both tangible and intangible elements of hospitality. By centering on the host’s perspective, this study provides fresh insights into improving rural tourism and ensuring homestays offer a unique, memorable experience.

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