Title: Importance-performance analysis of service quality dimensions for the Bangladeshi hotel industry

Authors: Mahbubar Rahman; Rafikul Islam

Addresses: Department of Business Administration, Kulliyyah of Economics and Management Sciences, International Islamic University Malaysia, Jalan Gombak, 53100 Kuala Lumpur, Malaysia ' Department of Business Administration, Kulliyyah of Economics and Management Sciences, International Islamic University Malaysia, Jalan Gombak, 53100 Kuala Lumpur, Malaysia

Abstract: In global competitive markets, hoteliers are looking to satisfy guests for repeat customers. Achieving satisfied guests is not an easy task. This study evaluates the service quality of Bangladeshi hotels using gap analysis, SERVQUAL and importance-performance analysis (IPA). The results showed that hotel guests' satisfaction regarding service attributes are lower than the importance assigned to the measurement attributes. The widest gap was found in staff response and additional amenities, especially the commitment of hotel staff towards their guests. Also, the IPA grid showed that eight services attributes fell into the 'concentrate here' quadrant. This means that hotel management should take immediate action on these attributes for the betterment of the industry.

Keywords: service quality; gap analysis; SERVQUAL; IPA grid; hotel industry; importance-performance analysis; IPA; Bangladesh.

DOI: 10.1504/IJBSR.2018.095065

International Journal of Business and Systems Research, 2018 Vol.12 No.4, pp.365 - 390

Received: 13 Feb 2017
Accepted: 15 Feb 2017

Published online: 11 Jun 2018 *

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