The Effect of Demographics on Customer Expectations for Service Quality in the Lodging Industry
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 eval…
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Date:
August 1995
Creator:
Kniatt, Nancy L. (Nancy Louise)
Partner:
UNT Libraries