Importance-performance analysis of service quality dimensions for the Bangladeshi hotel industry

Rahman, Mahbubar and Islam, Rafikul (2018) Importance-performance analysis of service quality dimensions for the Bangladeshi hotel industry. International Journal of Business and Systems Research, 12 (4). pp. 365-390. ISSN 1751-200X E-ISSN 1751-2018

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Abstract

In global competitive markets, hoteliers are looking to satisfy guests for repeat customers. Achieving satisfied guests is not an easy task. This study evaluates the service quality of Bangladeshi hotels using gap analysis, SERVQUAL and importance-performance analysis (IPA). The results showed that hotel guests’ satisfaction regarding service attributes are lower than the importance assigned to the measurement attributes. The widest gap was found in staff response and additional amenities, especially the commitment of hotel staff towards their guests. Also, the IPA grid showed that eight services attributes fell into the ‘concentrate here’ quadrant. This means that hotel management should take immediate action on these attributes for the betterment of the industry.

Item Type:	Article (Journal)
Additional Information:	2887/66825
Uncontrolled Keywords:	service quality, gap analysis, SERVQUAL, importance-performance analysis (IPA), IPA grid, hotel industry, Bangladesh
Subjects:	H Social Sciences > HF Commerce > HF5001 Business. Business Administration
Kulliyyahs/Centres/Divisions/Institutes (Can select more than one option. Press CONTROL button):	Kulliyyah of Economics and Management Sciences > Department of Business Administration Kulliyyah of Economics and Management Sciences
Depositing User:	Rafikul Islam
Date Deposited:	22 Oct 2018 10:46
Last Modified:	22 Oct 2018 10:46
URI:	http://irep.iium.edu.my/id/eprint/66825

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