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Application of Revised Importance–Performance Analysis to Investigate Critical Service Quality of Hotel Online Booking

Author

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  • Rong-Chang Jou

    (Department of Civil Engineering, National Chi Nan University, No.1, University Rd., Puli, Nantou 54561, Taiwan)

  • Yeong-Jia Day

    (Department of Food & Beverage Services, Tainan University of Technology, No.529, Zhongzheng Rd., Yongkang District, Tainan City 71002, Taiwan)

Abstract

This study integrates the three-factor theory and Importance–Performance Analysis (IPA) into a three-dimensional importance–performance analysis (3-D IPA) approach to identify the critical service quality attributes for hotel online booking. A seven-point Likert-type scale of service quality measurement was designed in the survey and the participants (foreign independent tourists) were randomly selected at Taoyuan International Airport, Taiwan. A total of 453 participants were identified. The classification of the factors was based on the explicit importance, while the implicit importance was measured with the relationship of satisfaction by using the ordered probit model. The results, compared to the traditional method of partial correlation analysis, were different in the dimensions of Fulfillment and Responsiveness, Safety and Security, Website Functionality, and Customer Relationships. In conclusion, this study broadens the perspective of research method and improves the performance evaluation of e-service quality attributes. The empirical results provide recommendations and policy implications for resource allocation of hotel management.

Suggested Citation

  • Rong-Chang Jou & Yeong-Jia Day, 2021. "Application of Revised Importance–Performance Analysis to Investigate Critical Service Quality of Hotel Online Booking," Sustainability, MDPI, vol. 13(4), pages 1-18, February.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:4:p:2043-:d:499167
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    2. Tae-Seung Park & Jae-Yoon Kwon, 2022. "Analysis of Crisis Management for Sustainable Development of Fitness Center during the COVID-19 Pandemic," Sustainability, MDPI, vol. 14(4), pages 1-12, February.
    3. Hang Ma & Siyu Huang & Mohan Wang & Chungshing Chan & Xiaoyu Lin, 2022. "Evaluating Tourist Experience of Rural Homestays in Coastal Areas by Importance–Performance Analysis: A Case Study of Homestay in Dapeng New District, Shenzhen, China," Sustainability, MDPI, vol. 14(11), pages 1-18, May.
    4. Yong Ma & Hang Li & Yun Tong, 2022. "Distribution Differentiation and Influencing Factors of the High-Quality Development of the Hotel Industry from the Perspective of Customer Satisfaction: A Case Study of Sanya," Sustainability, MDPI, vol. 14(11), pages 1-20, May.

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