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

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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 ... continued below

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v, 59 leaves : ill.

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Kniatt, Nancy L. (Nancy Louise) August 1995.

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This thesis is part of the collection entitled: UNT Theses and Dissertations and was provided by UNT Libraries to Digital Library, a digital repository hosted by the UNT Libraries. It has been viewed 533 times , with 24 in the last month . More information about this thesis can be viewed below.

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  • Kniatt, Nancy L. (Nancy Louise)

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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.

Physical Description

v, 59 leaves : ill.

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UNT Theses and Dissertations

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  • August 1995

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  • March 24, 2014, 8:07 p.m.

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  • June 20, 2014, 11:34 a.m.

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Citations, Rights, Re-Use

Kniatt, Nancy L. (Nancy Louise). The Effect of Demographics on Customer Expectations for Service Quality in the Lodging Industry, thesis, August 1995; Denton, Texas. (digital.library.unt.edu/ark:/67531/metadc277825/: accessed August 19, 2017), University of North Texas Libraries, Digital Library, digital.library.unt.edu; .