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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.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	The effect of demographics on customer expectations for service quality in the lodging industry./
作者:	Kniatt, Nancy Louise.
面頁冊數:	59 p.
附註:	Source: Masters Abstracts International, Volume: 34-01, page: 0100.
Contained By:	Masters Abstracts International34-01.
標題:	Business Administration, Management. -
電子資源:	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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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.
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