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  • Using Importance-Performance Analysis to Appreciate Satisfaction in Hotels

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    66931_1.pdf (190.1Kb)
    Author(s)
    Wilkins, Hugh
    Griffith University Author(s)
    Wilkins, Hugh C.
    Year published
    2010
    Metadata
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    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 ...
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    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.
    View less >
    Journal Title
    Journal of Hospitality Marketing and Management
    Volume
    19
    Issue
    8
    DOI
    https://doi.org/10.1080/19368623.2010.514554
    Copyright Statement
    © 2010 Routledge. This is the author-manuscript version of this paper. Reproduced in accordance with the copyright policy of the publisher. Please refer to the journal website for access to the definitive, published version.
    Subject
    Marketing Management (incl. Strategy and Customer Relations)
    Commercial Services
    Marketing
    Tourism
    Publication URI
    http://hdl.handle.net/10072/36606
    Collection
    • Journal articles

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