Modelling Importance Performance 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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Main Authors:	Abdul Karim, Nor Atiqah, Mohamad Radzi, Nur Shuhada, Mohd Basri, Siti Mariah
Format:	Thesis
Language:	English
Published:	2015
Subjects:	Customer services Customer relations Quality control
Online Access:	https://ir.uitm.edu.my/id/eprint/60857/1/60857.pdf
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id	my-uitm-ir.60857
record_format	uketd_dc
spelling	my-uitm-ir.608572022-06-30T02:05:58Z Modelling Importance Performance Analysis (IPA) to improve service quality in luxury hotel / Nor Atiqah Abdul Karim, Nur Shuhada Mohamad Radzi and Siti Mariah Mohd Basri 2015-07 Abdul Karim, Nor Atiqah Mohamad Radzi, Nur Shuhada Mohd Basri, Siti Mariah Customer services. Customer relations Hospitality industry. Hotels, clubs, restaurants, etc. Food service Quality control 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. 2015-07 Thesis https://ir.uitm.edu.my/id/eprint/60857/ https://ir.uitm.edu.my/id/eprint/60857/1/60857.pdf text en public degree Universiti Teknologi MARA, Cawangan Melaka Faculty of Hotel and Tourism Management
institution	Universiti Teknologi MARA
collection	UiTM Institutional Repository
language	English
topic	Customer services Customer relations Customer services Customer relations Quality control
spellingShingle	Customer services Customer relations Customer services Customer relations Quality control Abdul Karim, Nor Atiqah Mohamad Radzi, Nur Shuhada Mohd Basri, Siti Mariah Modelling Importance Performance Analysis (IPA) to improve service quality in luxury hotel / Nor Atiqah Abdul Karim, Nur Shuhada Mohamad Radzi and Siti Mariah Mohd Basri
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	Thesis
qualification_level	Bachelor degree
author	Abdul Karim, Nor Atiqah Mohamad Radzi, Nur Shuhada Mohd Basri, Siti Mariah
author_facet	Abdul Karim, Nor Atiqah Mohamad Radzi, Nur Shuhada Mohd Basri, Siti Mariah
author_sort	Abdul Karim, Nor Atiqah
title	Modelling Importance Performance 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 Importance Performance 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 Importance Performance 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 Importance Performance 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 Importance Performance 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 importance performance analysis (ipa) to improve service quality in luxury hotel / nor atiqah abdul karim, nur shuhada mohamad radzi and siti mariah mohd basri
granting_institution	Universiti Teknologi MARA, Cawangan Melaka
granting_department	Faculty of Hotel and Tourism Management
publishDate	2015
url	https://ir.uitm.edu.my/id/eprint/60857/1/60857.pdf
_version_	1783735179766923264

Modelling Importance Performance Analysis (IPA) to improve service quality in luxury hotel / Nor Atiqah Abdul Karim, Nur Shuhada Mohamad Radzi and Siti Mariah Mohd Basri

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