Modelling Impotance Perfomance Analysis (IPA) to improve service quality in luxury hotel / Nor Atiqah Abdul Karim , Nur Shuhada Mohamad Radzi and Siti Mariah Mohd Basri

Abdul Karim, Nor Atiqah and Mohamad Radzi, Nur Shuhada and Mohd Basri, Siti Mariah (2015) Modelling Impotance Perfomance Analysis (IPA) to improve service quality in luxury hotel / Nor Atiqah Abdul Karim , Nur Shuhada Mohamad Radzi and Siti Mariah Mohd Basri. Student Project. Faculty of Hotel and Tourism Management, Kampus Bandaraya, Melaka. (Unpublished)

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Abstract

This study investigated the usage of Importance Performance Analysis (IPA) to improve service quality among guests of luxury hotels in Kuala Lumpur. Questionnaires were used to obtain the perceptions of importance and performance of service quality from luxury hotel guests. Nine items of service quality were identified as areas need to be improved by luxury hotels in Kuala Lumpur namely furnishings in the room, quality of service of the restaurant, quality of the restaurant foods, receiving confirmation of reservation, helpful and friendly staffs, timely service, the check in and check out process, first impression of the hotel and dealing with complaints. From this study, it provides an opportunity to recognize, in ranking order, features that are considered important by the guests staying in luxury hotels and able to identify the areas of divergence in hotel service quality.

Item Type: Monograph (Student Project)
Uncontrolled Keywords: Impotance Perfomance Analysis; Service quality
Subjects: H Social Sciences > HF Commerce > Customer services. Customer relations
Divisions: Universiti Teknologi MARA, Melaka > Bandaraya Melaka Campus
Depositing User: Staf Pendigitan 2
Date Deposited: 14 Jun 2017 03:27
Last Modified: 14 Jun 2017 03:27
URI: http://ir.uitm.edu.my/id/eprint/17222

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