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 | |||||||