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

• Main Authors: Mohd Basri, Siti Mariah, Abdul Karim, Nor Atiqah, Mohamad Radzi, Nur Shuhada
• Format: Student Project
• Language: English
• Published: Faculty of Hotel and Tourism Management 2015
• Online Access: http://ir.uitm.edu.my/id/eprint/17222/2/PPb_NOR%20ATIQAH%20ABDUL%20KARIM%20HM%2015_5.pdf; http://ir.uitm.edu.my/id/eprint/17222/

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...