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

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

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 qua...

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Bibliographic Details
Main Authors: Mohd Basri, Siti Mariah, Abdul Karim, Nor Atiqah, Mohamad Radzi, Nur Shuhada
Format: Student Project
Language:English
Published: Faculty of Hotel and Tourism Management 2015
Online Access:http://ir.uitm.edu.my/id/eprint/17222/
http://ir.uitm.edu.my/id/eprint/17222/2/PPb_NOR%20ATIQAH%20ABDUL%20KARIM%20HM%2015_5.pdf
id uitm-17222
recordtype eprints
spelling uitm-172222019-07-25T03:31:57Z http://ir.uitm.edu.my/id/eprint/17222/ 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 Mohd Basri, Siti Mariah Abdul Karim, Nor Atiqah Mohamad Radzi, Nur Shuhada 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. Faculty of Hotel and Tourism Management 2015 Student Project NonPeerReviewed text en http://ir.uitm.edu.my/id/eprint/17222/2/PPb_NOR%20ATIQAH%20ABDUL%20KARIM%20HM%2015_5.pdf Mohd Basri, Siti Mariah and Abdul Karim, Nor Atiqah and Mohamad Radzi, Nur Shuhada (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] (Unpublished)
repository_type Digital Repository
institution_category Local University
institution Universiti Teknologi MARA
building UiTM Institutional Repository
collection Online Access
language English
description 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.
format Student Project
author Mohd Basri, Siti Mariah
Abdul Karim, Nor Atiqah
Mohamad Radzi, Nur Shuhada
spellingShingle Mohd Basri, Siti Mariah
Abdul Karim, Nor Atiqah
Mohamad Radzi, Nur Shuhada
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
author_facet Mohd Basri, Siti Mariah
Abdul Karim, Nor Atiqah
Mohamad Radzi, Nur Shuhada
author_sort Mohd Basri, Siti Mariah
title 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
title_short 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
title_full 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
title_fullStr 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
title_full_unstemmed 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
title_sort 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
publisher Faculty of Hotel and Tourism Management
publishDate 2015
url http://ir.uitm.edu.my/id/eprint/17222/
http://ir.uitm.edu.my/id/eprint/17222/2/PPb_NOR%20ATIQAH%20ABDUL%20KARIM%20HM%2015_5.pdf
first_indexed 2023-09-18T22:57:49Z
last_indexed 2023-09-18T22:57:49Z
_version_ 1777417972363558912

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