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The effect of demographics on custom...

Kniatt, Nancy Louise.

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The effect of demographics on customer expectations for service quality in the lodging industry.

Record Type:	Electronic resources : Monograph/item
Title/Author:	The effect of demographics on customer expectations for service quality in the lodging industry./
Author:	Kniatt, Nancy Louise.
Description:	59 p.
Notes:	Source: Masters Abstracts International, Volume: 34-01, page: 0100.
Contained By:	Masters Abstracts International34-01.
Subject:	Business Administration, Management. -
Online resource:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1375486

The effect of demographics on customer expectations for service quality in the lodging industry.
Kniatt, Nancy Louise.

The effect of demographics on customer expectations for service quality in the lodging industry. - 59 p.

Source: Masters Abstracts International, Volume: 34-01, page: 0100.

Thesis (M.S.)--University of North Texas, 1995.

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.Subjects--Topical Terms:

626628
Business Administration, Management.

The effect of demographics on customer expectations for service quality in the lodging industry.
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008 130610s1995 eng d
035 $a (UnM)AAI1375486
035 $a AAI1375486
040 $a UnM $c UnM
100 1 $a Kniatt, Nancy Louise. $3 1919009
245 1 4 $a The effect of demographics on customer expectations for service quality in the lodging industry.
300 $a 59 p.
500 $a Source: Masters Abstracts International, Volume: 34-01, page: 0100.
502 $a Thesis (M.S.)--University of North Texas, 1995.
520 $a 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.
590 $a School code: 0158.
650 4 $a Business Administration, Management. $3 626628
650 4 $a Sociology, Demography. $3 1020257
690 $a 0454
690 $a 0938
710 2 0 $a University of North Texas. $3 1017396
773 0 $t Masters Abstracts International $g 34-01.
790 $a 0158
791 $a M.S.
792 $a 1995
856 4 0 $u http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=1375486