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Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques

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  • Albayrak, Tahir
  • Caber, Meltem

Abstract

Concerning the critical role of customer satisfaction in the success of hospitality enterprises, researchers have long been investigating customers' quality perceptions about hotel attributes and their influence on overall customer satisfaction. However, for any quality improvement efforts, the limited company resources have to be allocated according to the priority of attributes. Importance-Performance Analysis (IPA) and Asymmetric Impact-Performance Analysis (AIPA) are the quantitative techniques used by academics for this purpose. In this study, IPA and AIPA are compared to each other in terms of their abilities for predicting the prior hotel attributes of improvement for achieving higher customer satisfaction. Analyses results of IPA and AIPA offer different managerial implications, although the same data were used. Results presented in the paper suggest that AIPA is a more efficient analysis technique than IPA, by the reasons summarised in discussion section.

Suggested Citation

  • Albayrak, Tahir & Caber, Meltem, 2015. "Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques," Tourism Management, Elsevier, vol. 46(C), pages 43-50.
  • Handle: RePEc:eee:touman:v:46:y:2015:i:c:p:43-50
    DOI: 10.1016/j.tourman.2014.06.009
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    File URL: http://www.sciencedirect.com/science/article/pii/S0261517714001113
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    Citations

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    Cited by:

    1. Yuanyuan Guo & Yanqing Wang & Chaoyou Wang, 2019. "Exploring the Salient Attributes of Short-Term Rental Experience: An Analysis of Online Reviews from Chinese Guests," Sustainability, MDPI, Open Access Journal, vol. 11(16), pages 1-19, August.
    2. Mustafeed Zaman & Laurent Botti & Tan Vo Thanh, 2016. "Weight of criteria in hotel selection: An empirical illustration based on TripAdvisor criteria," Post-Print hal-02397964, HAL.
    3. Ramanathan, Ramakrishnan & Ramanathan, Usha, 2016. "A new rational IPA and application to cruise tourism," Annals of Tourism Research, Elsevier, vol. 61(C), pages 264-267.
    4. Ahrholdt, Dennis C. & Gudergan, Siegfried P. & Ringle, Christian M., 2019. "Enhancing loyalty: When improving consumer satisfaction and delight matters," Journal of Business Research, Elsevier, vol. 94(C), pages 18-27.
    5. Radojevic, Tijana & Stanisic, Nemanja & Stanic, Nenad, 2015. "Ensuring positive feedback: Factors that influence customer satisfaction in the contemporary hospitality industry," Tourism Management, Elsevier, vol. 51(C), pages 13-21.
    6. Reyner Pérez Campdesuñer & Gelmar García Vidal & Alexander Sánchez Rodríguez & Rodobaldo Martínez Vivar, 2017. "Structural equation model: influence on tourist satisfaction with destination atributes," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 23(2), pages 219-233, November.
    7. Wells, Victoria.K. & Taheri, Babak & Gregory-Smith, Diana & Manika, Danae, 2016. "The role of generativity and attitudes on employees home and workplace water and energy saving behaviours," Tourism Management, Elsevier, vol. 56(C), pages 63-74.

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