Microsoft Word 2007 ichrie conference Proceedings Final-Final 06-06-07. doc

 
2007 Annual International CHRIE Conference & Exposition 
164
COSTUMER SATISFACTION IN SENIOR LIVING RESORTS: A QUALITATIVE INVESTIGATION 
 
David Kennedy 
University of New South Wales 
Sydney, NSW, Australia 
and 
Dominiek Coates 
University of New South Wales 
Sydney, NSW, Australia 
ABSTRACT 
There has been limited research into the types of customer satisfaction experienced by residents in leisure-
oriented retirement communities (LORCs). Focus groups were conducted at a series of retirement communities. 
Results have lead to the development of a typology of retirement community resident satisfaction containing five 
different domains encompassing up to twenty-four distinct types or facets of customer satisfaction experienced by 
residents. This proposed typology of LORC resident satisfaction is the most comprehensive investigation of 
retirement village customer satisfaction to-date.