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Senior Citizen Satisfaction with Restaurant Service Quality
Journal article   Peer reviewed

Senior Citizen Satisfaction with Restaurant Service Quality

Timothy J Lee, Hwaim Cho and Tae-Hong Ahn
Journal of Hospitality Marketing and Management, Vol.21(2), pp.215-226
2012
DOI: https://doi.org/10.1080/19368623.2010.520822
url
https://doi.org/10.1080/19368623.2010.520822View
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Abstract

customer satisfaction restaurant quality senior citizen SERVQUAL
The focus of this research is the perception of restaurant service held by senior citizens and how it differs from those of younger customers. It examines (a) the relationship between customer satisfaction and service quality among elderly consumers, (b) differences in level of satisfaction between older and younger customers, (c) differences in perception-of-service quality between older and younger customers, and (d) differences in perception-of-service quality between elderly male and female customers. Statistically significant differences in levels of satisfaction were discovered between older and younger customers, but no significant relationship was found between level of customer satisfaction and perceived service quality. There were significant differences in perceptions of service quality between older and younger customers, and between male and female older customers. This study provides useful knowledge for restaurant managers about the differences between senior and younger customers. It could be helpful towards developing and designing future restaurant marketing strategies targeting senior customers.

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38 Times Cited - Web of Science

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Collaboration types
Domestic collaboration
International collaboration
Web Of Science research areas
Business
Hospitality, Leisure, Sport & Tourism
Management
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