 Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniquesTahir Albayrak and Meltem Caber Tourism Management, 2015, vol. 46, issue C, 43-50 Abstract: Concerning the critical role of customer satisfaction in the success of hospitality enterprises, researchers have long been investigating customers' quality perceptions about hotel attributes and their influence on overall customer satisfaction. However, for any quality improvement efforts, the limited company resources have to be allocated according to the priority of attributes. Importance-Performance Analysis (IPA) and Asymmetric Impact-Performance Analysis (AIPA) are the quantitative techniques used by academics for this purpose. In this study, IPA and AIPA are compared to each other in terms of their abilities for predicting the prior hotel attributes of improvement for achieving higher customer satisfaction. Analyses results of IPA and AIPA offer different managerial implications, although the same data were used. Results presented in the paper suggest that AIPA is a more efficient analysis technique than IPA, by the reasons summarised in discussion section. Keywords: Importance-performance analysis; Asymmetric impact-performance analysis; Hotel attributes; Customer satisfaction (search for similar items in EconPapers) Downloads: (external link) Related works: Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text Persistent link: https://EconPapers.repec.org/RePEc:eee:touman:v:46:y:2015:i:c:p:43-50 DOI: 10.1016/j.tourman.2014.06.009 Access Statistics for this article Tourism Management is currently edited by Chris Ryan More articles in Tourism Management from Elsevier |
Is your work missing from RePEc? Here is how to contribute.
Questions or problems? Check the EconPapers FAQ or send mail to .
EconPapers is hosted by the
School of Business at Örebro University.