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.