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

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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Bibliographic Details
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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https://ir.uitm.edu.my/id/eprint/60857/1/60857.pdf

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