Modelling Importance Performance Analysis (IPA) to analysis the important attributes in luxury hotels / Mohd Norhakim Mohd Hassim, Abdul Mu’iz Syafiq Mohd Rosli and Wan Nur Azhiim Wan Mohammed

Tourism continues to assume a key role in the Economic Transformation Programme (ETP) to propel Malaysia into a high-income nation by the year 2020. This EPP supports the Tourism National Key Development Area (NKEA) goal of attracting high-yield tourists by ensuring the optimal mix and quality of hotels which provide high-quality service where the Government has introduced several tax incentives to encourage investment into 4- and 5-star hotels, supporting the growth of the hotel industry. The purpose of this study is to examine the guest perceived attributes on luxury hotel in Kuala Lumpur, Malaysia by using Importance Performance Analysis (IPA). Pilot test was conducted before the questionnaires were distributed to the guests who staying at the luxury hotels in Kuala Lumpur. Data obtained was analyzed using Statistical Packages of Social Science (SPSS) and Importance Performance Analysis was being used to determine the most importance attributes that luxury hotels need to develop. From this study, it provides an opportunity to recognize, in ranking order, features that are considered important by the guests staying in luxury hotels.