Selecting a hotel and determining salient quality attributes: a preliminary study of mature british travellers
✍ Scribed by Dr Roger J. Callan; Lisa Bowman
- Publisher
- John Wiley and Sons
- Year
- 2000
- Tongue
- English
- Weight
- 159 KB
- Volume
- 2
- Category
- Article
- ISSN
- 1099-2340
No coin nor oath required. For personal study only.
✦ Synopsis
The paper presents the ®ndings of a survey of 104 mature British travellers, who rated the importance of 38 hotel attributes when selecting a hotel or judging its quality, through a self-administered questionnaire distributed at local branch meetings of societies for mature people. Respondents had high expectations of hotel service quality. They were a discerning group, placing greater emphasis on value for money than on actual price or discounting alone. The ®ndings highlighted the importance placed on service staff attitude and behaviour. Leisure facilities were found to be relatively unimportant, but certain mature-speci®c attributes pertaining to mobility limitations were found to be salient to an important proportion of respondents. Signi®cant differences were identi®ed according to gender, age and retirement status, indicating that the mature market is heterogeneous.