Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

Effect of Service Quality on Tourist Satisfaction using Importance-Performance Analysis (IPA):A Case of Selected Hotels in Hawassa City, Ethiopia


Affiliations
1 Parul University, Vadodara, Gujarat, India
     

   Subscribe/Renew Journal


The main objective of the study was to assess the effect of service quality on tourist satisfaction in selected star hotels at Hawassa City, Ethiopia by using Importance- Performance Analysis. Convenience sampling technique was employed to approach the respondents. A total of 165 tourists from the selected hotels were approached for the data collection. The findings of the study show that tourist satisfaction in the services rendered by the two hotels under the study was found to be medium and its quality was also fair. Only few service attributes are lacking in the hotels which were considered as important by the respondents. Also the customers were dissatisfied on few service attributes of the hotels. Nonetheless, it is surprising to note that the hotels under study provide incentives to the employees. The two hotels under study have their own mechanisms of motivating and retaining their workers through training and providing incentives for improving service quality in their hotels.

Keywords

Effect, Service Quality, Importance-Performance Analysis, Tourists, Satisfaction.
Subscription Login to verify subscription
User
Notifications
Font Size


  • Akibaba, A. (2006). Measuring service quality in the hotel industry: A study in a business hotel in Turkey. Hospitality Management,25(2), 170-192.Retrieved from http://dx.doi.org/10.1016/j.ijhm.2005.08.006.
  • Barsky, J. D. (1995). World–class customer satisfaction.Burr Ridge, IL: Irwin Professional Publishing.
  • Belay, M. (2012).Assessing service quality of hotels in Gondar (unpublished thesis). Retrieved from https://www.semanticscholar.org/paper/Assessment-of-Hotel-Service-Quality-by-Using-(IPA)-Lelisa/c8dc11a7519364ee4aced7b7388f87879efa47fe.
  • Brown, T.J. Churchill, G.A & Peter, J.P. (1993). Improving the measurement of service quality. Journal of Retailing, 66(1), 127-139.
  • Crick, A.P., & Spencer, A. (2011). Hospitality quality: New directions and new challenges. International Journal of Contemporary Management, 23(4), 214-230.
  • Cronin, J. J., & Taylor, S. A. (1992). Measuring service quality: A reexamination and extension. Journal of Marketing, 56(3), 55-68.
  • Edward, M.,& George, P. B.(2008).Destination attractiveness of Kerala as an international tourist destination: An importance–performance analysis.Paper presented at the tourism in India – Challenges ahead,IIMK, Kozhikode, India.Retrieved from http://dspace.iimk.ac.in/bitstream/handle/2259/176/Employees.pdf?sequence=1.
  • Ford, J. B., &Joseph, M. (1999). Importance-performance analysis as a strategic tool for service marketers: The case of service quality perception of business students in New Zealand and the USA.The Journal of Service Marketing. 13(2), 171-186.Retrieved from https://books.google.com.
  • Gummesson, E. (1991). Service quality: A holistic view. In Brown, S.W., Gummesson, E., Edvardsson, B., & Gustavson, B. (Eds.), Service quality. Lexinton Books,Lexington.
  • Hsieh, A., & Tsai, C. (2009). Does national culture really matter? Hotel service perceptions by Taiwan and American. Journal of Applied Business Research, 3(4), 41-53.
  • Jabnoun, N., & Khalifa, A. (2005). A customized measure of service quality in the UAE. Managing Service Quality, 15(4), 374-388.Retrieved fromhttp://dx.doi.org/10.1108/09604520510606844.
  • Karatepe, O.M., Yavas, U., & Babakus, E. (2005). Measuring service quality of banks: Scale development and validation. Journal of Retailing and Consumer Services, 12(5), 373-383.
  • Kozak, M. & Rimmington, M. (2000). Tourist satisfaction with Mallorca, Spain,as an offseason holiday destination. Journal of Travel Research, 38(3), 260-269.
  • Laforest, J. (2009). Guide to organising semi-structured interviews with key informant. Charting a course to save living. Quebec: Government Quebec. Retrieved fromhttps://sswm.info/sites/default/files/reference_attachments/LAFOREST%202009%20Guide%20to%20Organizing%20Semi%20Structured%20Interviews.pdf.
  • Landrum, H., Prybutok, V.R., & Zhang, X. (2007). A comparison of Magal’s service quality instrument with SERVPERF. Information & Management, 44(1), 104-113. Retrieved from http://dx.doi.org/10.1016/j.im.2006.11.002.
  • Lovelock, C., Patterson,P. G. &Walker, R. H. (1998).Service marketing. Sydney: Prentice Hall.
  • Martilla, J.A., & James, J.C. (1977). Importance-performance analysis. Journal of Marketing,41(1), 77-79.Retrieved fromhttp://dx.doi.org/10.2307/1250495
  • NMA - National Metrological Agency (2014). Hawassa Branch Directorate, Hawassa, Southern Nations, Nationalities and Peoples State, Ethiopia. Retrieved from http://www.ethiomet.gov.et/
  • Parasuraman, A., Zeithaml, V.A., & Berry, L. (1988). SERVQUAL: A multiple-item scale for measuring customer perceptions of service quality. Journal of Retailing, 64(1), 12-40.
  • Rajasekhara M. P. &Awgichew A. Z. (2009). Evaluation of customer handling competencies of Ethiopian employees.African Journal of Business Management, 3(4), 131-135. April, 2009, Retrieved from http://www.academicjournals.org.
  • Salazar, A., Xosta, J., & Rita, P. (2010). A service quality evaluation scales for the hospitality sector: Dimensions,attributes and behavioural intentions. Worldwide Hospitality and Tourism Themes, 2(4), 46-57.
  • Sohrabi, B., Vanani, I.R., Tahmaswbipur, K., & Fazil, S. (2012). An exploratory analysis of hotel selection factors: A comprehensive survey of Tehran hotels. International Journal of Hospitality Management, 31(1), 96-106.
  • Wu, C.H., Liao, H., Hung, K., & Ho, Y. (2012). Service guarantees in the hotel industry: Their effects on consumer risk and service quality perceptions. International Journal of Hospitality Management, 31(3), 757-763.
  • Zhang, Z., Ye, Q., & Law, R. (2011). Determinants of hotel room price: An exploration of travelers' hierarchy of accommodation needs. International Journal of Contemporary Hospitality Management, 23(7), 972-981.

Abstract Views: 162

PDF Views: 0




  • Effect of Service Quality on Tourist Satisfaction using Importance-Performance Analysis (IPA):A Case of Selected Hotels in Hawassa City, Ethiopia

Abstract Views: 162  |  PDF Views: 0

Authors

Feteh Weldesenbet Zeberga
Parul University, Vadodara, Gujarat, India
Bijal Zaveri
Parul University, Vadodara, Gujarat, India

Abstract


The main objective of the study was to assess the effect of service quality on tourist satisfaction in selected star hotels at Hawassa City, Ethiopia by using Importance- Performance Analysis. Convenience sampling technique was employed to approach the respondents. A total of 165 tourists from the selected hotels were approached for the data collection. The findings of the study show that tourist satisfaction in the services rendered by the two hotels under the study was found to be medium and its quality was also fair. Only few service attributes are lacking in the hotels which were considered as important by the respondents. Also the customers were dissatisfied on few service attributes of the hotels. Nonetheless, it is surprising to note that the hotels under study provide incentives to the employees. The two hotels under study have their own mechanisms of motivating and retaining their workers through training and providing incentives for improving service quality in their hotels.

Keywords


Effect, Service Quality, Importance-Performance Analysis, Tourists, Satisfaction.

References





DOI: https://doi.org/10.17492/manthan.v6i2.186698