Using Importance-Performance Analysis to Appreciate Satisfaction in Hotels

Hugh Wilkins

70 citations0/0 files storedJournal of Hospitality Marketing & Management

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Customer Service Quality and Loyalty Diverse Aspects of Tourism Research Consumer Behavior and Marketing Influence

Abstract

The hotel industry is highly competitive and customer satisfaction is essential for consumer loyalty and business sustainability. This article reports on 2 analyses of customer perspectives on hotels. Firstly, the results of an importance-performance analysis are provided. The research identifies a number of areas where hotels overperform and underperform. Secondly, this article provides an evaluation of the effect of gender, age, and purpose of trip on the factors customers consider important for hotel selection. The results reported will enable hotels to better manage their product to ensure the sustainability of business performance.

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References

1980A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions 1977Estimating Nonresponse Bias in Mail Surveys 1977Estimating Nonresponse Bias in Mail Surveys 1999Whence Consumer Loyalty?1999The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships 1999Whence Consumer Loyalty?1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents 1977Importance-Performance Analysis

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