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...
| Main Authors: | , , |
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| Format: | Student Project |
| Language: | English |
| Published: |
Faculty of Hotel and Tourism Management
2015
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| Online Access: | https://ir.uitm.edu.my/id/eprint/17222/ |
| _version_ | 1848804214654894080 |
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| author | Mohd Basri, Siti Mariah Abdul Karim, Nor Atiqah Mohamad Radzi, Nur Shuhada |
| author_facet | Mohd Basri, Siti Mariah Abdul Karim, Nor Atiqah Mohamad Radzi, Nur Shuhada |
| author_sort | Mohd Basri, Siti Mariah |
| building | UiTM Institutional Repository |
| collection | Online Access |
| 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. |
| first_indexed | 2025-11-14T21:51:35Z |
| format | Student Project |
| id | uitm-17222 |
| institution | Universiti Teknologi MARA |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-14T21:51:35Z |
| publishDate | 2015 |
| publisher | Faculty of Hotel and Tourism Management |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | uitm-172222019-07-25T03:31:57Z https://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 https://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. (2015) [Student Project] <http://terminalib.uitm.edu.my/17222.pdf> (Unpublished) |
| 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 |
| 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_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_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_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 |
| url | https://ir.uitm.edu.my/id/eprint/17222/ |