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

• 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; Hospitality industry. Hotels, clubs, restaurants, etc. Food service; Quality control
• Online Access: https://ir.uitm.edu.my/id/eprint/60857/1/60857.pdf; https://ir.uitm.edu.my/id/eprint/60857/

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...