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

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...

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Main Authors:	Rahman, Mahbubar, Islam, Rafikul
Format:	Article
Language:	English English
Published:	Inderscience Enterprises Ltd. 2018
Subjects:	HF5001 Business. Business Administration
Online Access:	http://irep.iium.edu.my/66825/ http://irep.iium.edu.my/66825/ http://irep.iium.edu.my/66825/ http://irep.iium.edu.my/66825/7/66825%20Importance-performance%20analysis%20of%20service%20quality.pdf http://irep.iium.edu.my/66825/8/66825%20Importance-performance%20analysis%20of%20service%20quality%20SCOPUS.pdf

id	iium-66825
recordtype	eprints
spelling	iium-668252018-10-22T02:46:46Z http://irep.iium.edu.my/66825/ Importance-performance analysis of service quality dimensions for the Bangladeshi hotel industry Rahman, Mahbubar Islam, Rafikul HF5001 Business. Business Administration 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. Inderscience Enterprises Ltd. 2018 Article PeerReviewed application/pdf en http://irep.iium.edu.my/66825/7/66825%20Importance-performance%20analysis%20of%20service%20quality.pdf application/pdf en http://irep.iium.edu.my/66825/8/66825%20Importance-performance%20analysis%20of%20service%20quality%20SCOPUS.pdf 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 https://www.inderscienceonline.com/doi/abs/10.1504/IJBSR.2018.095065 10.1504/IJBSR.2018.095065
repository_type	Digital Repository
institution_category	Local University
institution	International Islamic University Malaysia
building	IIUM Repository
collection	Online Access
language	English English
topic	HF5001 Business. Business Administration
spellingShingle	HF5001 Business. Business Administration Rahman, Mahbubar Islam, Rafikul Importance-performance analysis of service quality dimensions for the Bangladeshi hotel industry
description	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.
format	Article
author	Rahman, Mahbubar Islam, Rafikul
author_facet	Rahman, Mahbubar Islam, Rafikul
author_sort	Rahman, Mahbubar
title	Importance-performance analysis of service quality dimensions for the Bangladeshi hotel industry
title_short	Importance-performance analysis of service quality dimensions for the Bangladeshi hotel industry
title_full	Importance-performance analysis of service quality dimensions for the Bangladeshi hotel industry
title_fullStr	Importance-performance analysis of service quality dimensions for the Bangladeshi hotel industry
title_full_unstemmed	Importance-performance analysis of service quality dimensions for the Bangladeshi hotel industry
title_sort	importance-performance analysis of service quality dimensions for the bangladeshi hotel industry
publisher	Inderscience Enterprises Ltd.
publishDate	2018
url	http://irep.iium.edu.my/66825/ http://irep.iium.edu.my/66825/ http://irep.iium.edu.my/66825/ http://irep.iium.edu.my/66825/7/66825%20Importance-performance%20analysis%20of%20service%20quality.pdf http://irep.iium.edu.my/66825/8/66825%20Importance-performance%20analysis%20of%20service%20quality%20SCOPUS.pdf
first_indexed	2023-09-18T21:34:54Z
last_indexed	2023-09-18T21:34:54Z
_version_	1777412755087687680

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

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