A gap analysis of perceptions of hotel attributes by marketing managers and older people in Australia
Journal of Marketing Practice: Applied Marketing Science
ISSN: 1355-2538
Article publication date: 1 December 1999
Abstract
Surveys the perceptions of attributes of three‐ to five‐star hotels by marketing managers and by older people aged 60 and over who return to a satisfying hotel. The attributes studied were price, location, facilities, hotel restaurant, room furnishings, front‐desk efficiency and staff attitude. Usable data were analysed for 154 older consumers in Queensland, Australia, and 44 hotel marketing managers in Australia working at three‐ to five‐star hotels. Respondents’ ratings of a set of eight hotel attribute‐level scenarios were subjected to conjoint analysis in order to infer the relative importance of each attribute to both groups. Results show that both seniors and marketing managers considered hotel facilities to be the most important attribute, followed by room furnishings. The managerial implications for hotels and future research opportunities are also discussed.
Keywords
Citation
Wei, S., Ruys, H. and Muller, T.E. (1999), "A gap analysis of perceptions of hotel attributes by marketing managers and older people in Australia", Journal of Marketing Practice: Applied Marketing Science, Vol. 5 No. 6/7/8, pp. 200-212. https://doi.org/10.1108/EUM0000000004574
Publisher
:MCB UP Ltd
Copyright © 1999, MCB UP Limited