Ipa and Servperf quality conceptualisations and their tole for satisfaction with hotel services

Vesna Babiæ-Hodoviæ (), Maja Arslanagiæ-Kalajdžiæ (), Amra Banda () and Amina Sivac ()
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Vesna Babiæ-Hodoviæ: University of Sarajevo, School of Economics and Business Department of Marketing, Sarajevo, Bosnia and Herzegovina
Maja Arslanagiæ-Kalajdžiæ: University of Sarajevo, School of Economics and Business Department of Marketing, Sarajevo, Bosnia and Herzegovina
Amra Banda: University of Sarajevo, Faculty of Science Department of Geography, Sarajevo, Bosnia and Herzegovina
Amina Sivac: University of Sarajevo, Faculty of Science Department of Geography, Sarajevo, Bosnia and Herzegovina

Tourism and Hospitality Management, 2019, vol. 25, issue 1, 1-17

Abstract: Purpose – The purpose of this paper is twofold: (1) to assess importance-performance analysis (IPA) and service performance (SERVPERF) conceptualizations of service quality, and to establish which one excels in predicting the tourists' satisfaction in hotel industry; and (2) to test the mediating role of satisfaction between quality conceptualization and hotel guests’ repurchase intentions and word of mouth recommendations regarding the hotel. Design – A conceptual framework was empirically tested on a sample of 311 tourists staying in six hotels in Sarajevo (Bosnia and Herzegovina), which is a tourist destination with increased relevance internationally. Methodology – Covariance-based structural equation modeling was used to estimate the model. Approach – Two conceptualizations were firstly estimated separately then they were contrasted and compared. Findings – The results showed a slight superiority of the IPA conceptualization over that of SERVPERF in predicting satisfaction and in affecting customer attitudinal and behavioral outcomes. This study also confirms the vital mediating role of satisfaction on customer outcomes. Originality of the research – This study utilizes and compares two relevant conceptualizations of hotel service quality and is based on a conceptual framework that establishes which one is better for predicting tourists’ behavioral outcomes. The study is of practical relevance since it gives suggestions on tools that should be used by hotel managers in assessing the quality perceived by their guests.

Keywords: service quality; Importance-Performance Analysis (IPA); SERVPERF; hotel industry (search for similar items in EconPapers)
JEL-codes: L83 (search for similar items in EconPapers)
Date: 2019
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:tho:journl:v:25:y:2019:n:1:p:1-17

DOI: 10.20867/thm.25.1.4

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