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An IPA assessment of international guests’ perceptions on hotel service operations / Anderson Ngelambong…[et al.]

The purpose of this paper is to examine international guests’ perceptions on the importance and performance of eight key areas of hotel operation. From in depth review of the literature, eight attributes of hotel operation were identified namely accommodation services, resort day activities, dining...

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Main Authors: Anderson, Ngelambong, Isa, Nina Farisha, Mohd Hanafiah, Mohd Hafiz, Kibat, Silverina Anabelle
Format: Article
Language:English
Published: Faculty of Hotel and Tourism Management, Institut Teknologi MARA, Selangor, Puncak Alam Campus 2011
Subjects:
Service industries
Consumer satisfaction
Online Access:http://ir.uitm.edu.my/id/eprint/19448/7/AJ_ANDERSON%20NGELAMBONG%20JTHCA%20B%2010.pdf
http://ir.uitm.edu.my/id/eprint/19448/
https://www.jthca.org/
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spelling my.uitm.ir.194482018-03-14T02:35:38Z http://ir.uitm.edu.my/id/eprint/19448/ An IPA assessment of international guests’ perceptions on hotel service operations / Anderson Ngelambong…[et al.] Anderson, Ngelambong Isa, Nina Farisha Mohd Hanafiah, Mohd Hafiz Kibat, Silverina Anabelle Service industries Consumer satisfaction The purpose of this paper is to examine international guests’ perceptions on the importance and performance of eight key areas of hotel operation. From in depth review of the literature, eight attributes of hotel operation were identified namely accommodation services, resort day activities, dining services, bar/lounge, night entertainment, airport transfers, check-in/out, and in-house service. The findings of the study are imperative to provide valuable information for hotel managements to improve their operation performance and guests’ satisfaction. Also, the results may present useful facts with regards to potential future expansion or reduction/removal in hotel operation services. The study was conducted at Batu Feringghi, Pulau Pinang with the participation of international guests at five hotels. A total of 110 questionnaires were returned from 150 distributed to the respondents who stay at the hotels. Due to missing values and alike, the sample was further reduced to 104 respondents representing a total rate of 69.33 per cent. An Importance Performance Analysis (IPA) technique was used to determine the importance guests assign to salient attributes and to assess their satisfaction with the hotels performance on each of the attributes. A mean statistic for each item was generated by using Excel Database before being plotted to the IPA grid presentation. The study found that among the eight attributes of the hotel operation bar/lounge was rated as the least importance. While in terms of guests’ satisfaction, night entertainment received the lowest mean ratings. Faculty of Hotel and Tourism Management, Institut Teknologi MARA, Selangor, Puncak Alam Campus 2011-08 Article PeerReviewed text en http://ir.uitm.edu.my/id/eprint/19448/7/AJ_ANDERSON%20NGELAMBONG%20JTHCA%20B%2010.pdf Anderson, Ngelambong and Isa, Nina Farisha and Mohd Hanafiah, Mohd Hafiz and Kibat, Silverina Anabelle (2011) An IPA assessment of international guests’ perceptions on hotel service operations / Anderson Ngelambong…[et al.]. Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 2 (2). pp. 1-10. ISSN 1985-8914 ; 2590-3837 https://www.jthca.org/
institution Universiti Teknologi Mara
building Tun Abdul Razak Library
collection Institutional Repository
continent Asia
country Malaysia
content_provider Universiti Teknologi Mara
content_source UiTM Institutional Repository
url_provider http://ir.uitm.edu.my/
language English
topic Service industries
Consumer satisfaction
spellingShingle Service industries
Consumer satisfaction
Anderson, Ngelambong
Isa, Nina Farisha
Mohd Hanafiah, Mohd Hafiz
Kibat, Silverina Anabelle
An IPA assessment of international guests’ perceptions on hotel service operations / Anderson Ngelambong…[et al.]
description The purpose of this paper is to examine international guests’ perceptions on the importance and performance of eight key areas of hotel operation. From in depth review of the literature, eight attributes of hotel operation were identified namely accommodation services, resort day activities, dining services, bar/lounge, night entertainment, airport transfers, check-in/out, and in-house service. The findings of the study are imperative to provide valuable information for hotel managements to improve their operation performance and guests’ satisfaction. Also, the results may present useful facts with regards to potential future expansion or reduction/removal in hotel operation services. The study was conducted at Batu Feringghi, Pulau Pinang with the participation of international guests at five hotels. A total of 110 questionnaires were returned from 150 distributed to the respondents who stay at the hotels. Due to missing values and alike, the sample was further reduced to 104 respondents representing a total rate of 69.33 per cent. An Importance Performance Analysis (IPA) technique was used to determine the importance guests assign to salient attributes and to assess their satisfaction with the hotels performance on each of the attributes. A mean statistic for each item was generated by using Excel Database before being plotted to the IPA grid presentation. The study found that among the eight attributes of the hotel operation bar/lounge was rated as the least importance. While in terms of guests’ satisfaction, night entertainment received the lowest mean ratings.
format Article
author Anderson, Ngelambong
Isa, Nina Farisha
Mohd Hanafiah, Mohd Hafiz
Kibat, Silverina Anabelle
author_facet Anderson, Ngelambong
Isa, Nina Farisha
Mohd Hanafiah, Mohd Hafiz
Kibat, Silverina Anabelle
author_sort Anderson, Ngelambong
title An IPA assessment of international guests’ perceptions on hotel service operations / Anderson Ngelambong…[et al.]
title_short An IPA assessment of international guests’ perceptions on hotel service operations / Anderson Ngelambong…[et al.]
title_full An IPA assessment of international guests’ perceptions on hotel service operations / Anderson Ngelambong…[et al.]
title_fullStr An IPA assessment of international guests’ perceptions on hotel service operations / Anderson Ngelambong…[et al.]
title_full_unstemmed An IPA assessment of international guests’ perceptions on hotel service operations / Anderson Ngelambong…[et al.]
title_sort ipa assessment of international guests’ perceptions on hotel service operations / anderson ngelambong…[et al.]
publisher Faculty of Hotel and Tourism Management, Institut Teknologi MARA, Selangor, Puncak Alam Campus
publishDate 2011
url http://ir.uitm.edu.my/id/eprint/19448/7/AJ_ANDERSON%20NGELAMBONG%20JTHCA%20B%2010.pdf
http://ir.uitm.edu.my/id/eprint/19448/
https://www.jthca.org/
_version_ 1685649215044190208
score 13.211869

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