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The Effect of Demographics on Customer Expectations for Service Quality in the Lodging Industry

This study investigated demographic characteristics of 240 Chamber of Commerce members in terms of their expectations for customer service in hotels. Subjects reported their age, gender, marital status, race, educational level, income level and ethnicity, and completed a 26-item questionnaire which measured expectations for customer service. Principal components analysis was used to reduce the 26 items to five dimensions of service quality, and multivariate analysis of variance was used to evaluate the effect of the demographic variables on those dimensions. Gender of the customer was found to have a significant effect on the combined dimensions of service quality; other variables were not significant.

Identiferoai:union.ndltd.org:unt.edu/info:ark/67531/metadc277825
Date08 1900
CreatorsKniatt, Nancy L. (Nancy Louise)
ContributorsTas, Richard Francis, 1950-, Brookshire, William K., Ponthieu, Louis D.
PublisherUniversity of North Texas
Source SetsUniversity of North Texas
LanguageEnglish
Detected LanguageEnglish
TypeThesis or Dissertation
Formatv, 59 leaves : ill., Text
CoverageUnited States - Texas - Denton County - Lewisville
RightsPublic, Copyright, Copyright is held by the author, unless otherwise noted. All rights reserved., Kniatt, Nancy L. (Nancy Louise)

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