What Do Mature Travelers Perceive as Important Hotel/Motel Customer Services?

The availability of quality service substantially influences consumer satisfaction. Therefore, the provision of quality service has become an increasingly important concern of hotel/motel managers. Due to the size, growth rate, and specialconcerns of the mature population, their assessment of hotel/motel services isnecessary in order to determine whatservices hotels/motels should provide to attractand maintain theirbusiness. The purpose of this study was to assess the importanceof services provided by hotels/motels as perceived by mature travelers. Theobjectives of this study were accomplished through descriptive analysis of quantitative data gathered from a sample of mature consumers in the state of Texas usingthe SERVQUAL model. Results indicated customer services related to assuranceand reliability were considered highly important. To attract and satisfy maturetravelers, hotels/motels should focus their efforts to provide quality customerservices of all types, particularly in the areas of assurance and reliability.