Code

Dimensions of Service Quality

Imp.

Per.

IPA Category

BC-Imp

BC-Per

BC-IPA Strategy

T1

Room comfort and atmosphere

4.270

3.766

K

3.200

1.765

L

T2

Unique décor

3.644

3.482

L

2.948

2.029

L

T3

Good views and landscape

3.820

3.651

L

2.469

2.063

L

T4

Neatness

4.529

3.957

K

11.929

2.318

C

T5

Geographic locations

3.799

3.651

L

3.232

3.799

P

T6

Parking space, size and convenience

3.799

3.586

L

2.239

3.281

L

T7

Low prices

3.960

3.601

L

2.654

3.774

P

T8

Well-groomed personnel

3.845

3.763

P

2.459

4.701

P

T9

Modern facilities (Karaoke, TV, newspapers and magazines, etc.)

3.626

3.586

L

2.490

3.351

L

T10

Comprehensive facilities (swimming pools, air-conditioners, conference rooms, saunas and Internet, etc.)

3.824

3.547

L

3.114

3.063

L

T11

Hotel marketing (advertising, websites, etc.)

3.392

3.385

L

2.931

2.538

L

T12

Merchandize selling (souvenirs and specialty)

3.201

3.273

L

8.896

1.688

C

T13

Quiet rooms

4.270

3.888

K

3.348

5.648

P

REL1

Safety

4.493

3.809

K

11.039

5.545

K

REL2

Hotel publicity

3.543

3.442

L

3.721

3.478

C

REL3

Room privacy

4.381

3.820

K

4.806

5.261

K

REL4

Timely completion of promises made to customers

4.295

3.701

K

3.535

5.323

K

RES1

Friendly staff

4.201

3.784

K

2.951

5.450

P

RES2

Willingness to assist customers

4.176

3.727

K

2.834

4.559

P

RES3

Ability to resolve problems for customers in a timely manner

4.086

3.647

C

2.580

4.203

P

RES4

Services meeting the expectations of customers

4.119

3.640

C

2.691

4.215

P

A1

Ability of service staff to provide correct information

4.000

3.655

C

2.358

3.671

L

A2

Professionalism of service staff

4.000

3.655

C

2.342

3.600

L

A3

Trustworthiness of service staff

4.025

3.658

K

2.404

3.685

L

A4

Customers feeling secure when interacting with service staff

4.054

3.748

K

2.483

4.515

P

A5

Appropriate support to staff to provide better services

3.881

3.705

P

2.302

3.754

P

A6

Mutual assistance among service staff to facilitate better services

3.899

3.694

P

2.249

3.141

L

E1

Simple procedures to make reservations

4.223

3.806

K

3.056

4.609

P

E2

Convenient accommodation

4.259

3.806

K

3.245

5.401

P

E3

Convenient transportation

4.140

3.791

K

2.980

4.203

P

E4

Consultation in sightseeing

3.842

3.532

L

2.393

3.636

L

E5

Deployment of barrier-free space and toilets for mother and children

3.874

3.446

L

2.492

3.256

L

E6

Food & beverages

4.094

3.579

C

2.683

3.784

P

E7

Whether employees speak foreign languages

3.845

3.529

L

2.639

3.113

L

E8

Personalized attention from service staff

3.942

3.665

P

2.557

1.606

L

E9

Prioritization of customers’ best interest

4.165

3.655

C

2.892

3.584

L

E10

Service hours addressing the needs of customers

4.191

3.719

K

2.984

4.673

P

E11

Understanding of special needs of customers

4.097

3.644

C

2.728

3.269

L

Mean

3.995

3.658

3.444

3.725