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...
| Main Authors: | , |
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| Format: | Article |
| Language: | English English |
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Inderscience Enterprises Ltd.
2018
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| Subjects: | |
| Online Access: | 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 |
| _version_ | 1848786651614019584 |
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| author | Rahman, Mahbubar Islam, Rafikul |
| author_facet | Rahman, Mahbubar Islam, Rafikul |
| author_sort | Rahman, Mahbubar |
| building | IIUM Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-14T17:12:26Z |
| format | Article |
| id | iium-66825 |
| institution | International Islamic University Malaysia |
| institution_category | Local University |
| language | English English |
| last_indexed | 2025-11-14T17:12:26Z |
| publishDate | 2018 |
| publisher | Inderscience Enterprises Ltd. |
| recordtype | eprints |
| repository_type | Digital Repository |
| 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 |
| spellingShingle | HF5001 Business. Business Administration Rahman, Mahbubar Islam, Rafikul Importance-performance analysis of service quality dimensions for the Bangladeshi hotel industry |
| title | 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_short | 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 |
| topic | HF5001 Business. Business Administration |
| 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 |