Start Date

7-1-2011 8:00 AM

End Date

7-1-2011 9:15 AM

Track

1. Track 1 – Formal Paper Presentation

Subject Area

Consumer Behavior

Faculty Member

Dr. Hailin Qu h.qu@okstate.edu

Abstract

This study conducts a gap analysis on Generation Y (Gen Y) customer expectation and perception towards lifestyle hotels. In the result, 11 gaps between Gen Y customer expectation and perceptions on lifestyle hotels are identified. An Importance-Performance (I-P) map further demonstrates how lifestyle hotels satisfy Gen Y clients, and suggests future improvements for lifestyle hotels to better cater Gen Y guests. The findings indicate that Gen Yers are overall satisfied with lifestyle hotels, and lifestyle hotels have relatively high performance in general. But there are also a few aspects lifestyle hotels could enhance for higher customer satisfactions. This research not only enriches limited existing understandings on Gen Y customer expectations, perceptions, and lifestyle hotel performance as well for academies; but also gives industry professionals useful recommendations for future improvements.

Keywords

Gap Analysis, Generation Y, customer expectation, perception, satisfaction, lifestyle hotels

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Jan 7th, 8:00 AM Jan 7th, 9:15 AM

A Gap Analysis on Generation Y Customer Expectations and Perceptions towards Lifestyle Hotels

This study conducts a gap analysis on Generation Y (Gen Y) customer expectation and perception towards lifestyle hotels. In the result, 11 gaps between Gen Y customer expectation and perceptions on lifestyle hotels are identified. An Importance-Performance (I-P) map further demonstrates how lifestyle hotels satisfy Gen Y clients, and suggests future improvements for lifestyle hotels to better cater Gen Y guests. The findings indicate that Gen Yers are overall satisfied with lifestyle hotels, and lifestyle hotels have relatively high performance in general. But there are also a few aspects lifestyle hotels could enhance for higher customer satisfactions. This research not only enriches limited existing understandings on Gen Y customer expectations, perceptions, and lifestyle hotel performance as well for academies; but also gives industry professionals useful recommendations for future improvements.