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

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

Date: August 1995
Creator: Kniatt, Nancy L. (Nancy Louise)
Description: 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.
Contributing Partner: UNT Libraries
Provision of Mature Traveler Desired Services and Attributes by Hotel Type and Size

Provision of Mature Traveler Desired Services and Attributes by Hotel Type and Size

Date: December 1994
Creator: Potter, Virgil E. (Virgil Eugene)
Description: In the past the mature market was often misunderstood and not considered to be a profitable market segment for hotel operators to pursue. Growing demographic numbers and increased affluence within the mature market are reasons for reconsideration. This study examined the business value of the mature traveler and the provision of services and attributes desired by mature travelers, as perceived by managers.
Contributing Partner: UNT Libraries
[Mitakeya Hotel]

[Mitakeya Hotel]

Date: 1978
Creator: Gough, Ray
Description: Photograph of a room in the Mitakeya Hotel in Kanazawa, Japan. The room contains two mats on the floor. Ray Gough A man kneels on the second mat. A square light hangs in the center of the room. A television set is visible in the left corner. The back of the room is divided by screen doors.
Contributing Partner: UNT College of Visual Arts + Design
[Mitakeya Hotel Room]

[Mitakeya Hotel Room]

Date: 1978
Creator: Gough, Ray
Description: Photograph of a room in the Mitakeya Hotel in Kanazawa, Japan. The room has a wooden ceiling and tatami mats on the floor. The right wall is filled with screen doors and the left wall is filled with white doors.
Contributing Partner: UNT College of Visual Arts + Design
[I.M. Pei Window]

[I.M. Pei Window]

Date: unknown
Creator: Gough, Ray
Description: Photograph of a building in Beijing, China designed by I.M. Pei. A large window is visible in the foreground. A rock garden and other buildings are visible through the window. A woman is visible down the corridor to the right of the window.
Contributing Partner: UNT College of Visual Arts + Design
[I.M. Pei Building]

[I.M. Pei Building]

Date: unknown
Creator: Gough, Ray
Description: Photograph of a building interior designed by I.M. Pei in Beijing, China. The foreground is dominated by a wooden latticework with a diamond opening. Through the opening, the bottom floor and glass roof of the building are visible. A small pool with rocks is visible on the bottom floor.
Contributing Partner: UNT College of Visual Arts + Design
[Hotel View]

[Hotel View]

Date: 1978
Creator: Gough, Ray
Description: Photograph of the Mitakaya Hotel in Kanazawa, Japan. A doorway is visible in the foreground. The doorway leads onto a narrow hallway with windows for walls. The windows look out onto a small garden.
Contributing Partner: UNT College of Visual Arts + Design
[Caracas]

[Caracas]

Date: unknown
Creator: Gough, Ray
Description: Photograph of Caracas, Venezuela. A tiled pathway is visible in the foreground lined with palm trees. A white building and circular drive are visible behind the palms. A motor bike is visible on the driveway.
Contributing Partner: UNT College of Visual Arts + Design
[Mitakeya Hotel]

[Mitakeya Hotel]

Date: 1978
Creator: Gough, Ray
Description: Photograph of the Mitakeya Hotel in Kanazawa, Japan. A hallway ending in an open doorway is visible in the foreground. A large window is visible through the doorway. A garden is visible through the window.
Contributing Partner: UNT College of Visual Arts + Design
[The Royal Hotel]

[The Royal Hotel]

Date: unknown
Creator: Gough, Ray
Description: Photograph of the Royal Hotel sign on a street in England. In the foreground, the street lined with houses is visible. Men and women walk on the sidewalk. The hotel sign is visible in the right foreground sticking out from a building. It is a sign for the Royal Hotel Garage.
Contributing Partner: UNT College of Visual Arts + Design
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