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Importance-performance analysis in the hospitality business: the example of a three star hotel

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dc.contributor.authorDimitrieva, Rita
dc.contributor.authorFernandes, Paula Odete
dc.contributor.authorNunes, Alcina
dc.date.accessioned2020-04-07T10:06:50Z
dc.date.available2020-04-07T10:06:50Z
dc.date.issued2018
dc.description.abstractSuch spheres of business activity as tourism and hospitality as well as related contextual environments entail the provision of some kind of service. In recent years, the service industry has grown in importance, with hotel business being one of the main components. However, it is common knowledge that the principal factor of prosperity and success in the hotel industry is aiming attention at people: both employees and guests. Currently, one of the key tasks of managing the organization involved in the service sector is to meet the needs of customers by creating a proper within-a-hotel environment, in which employees become loyal to the company and oriented towards achieving organizational goals. Having as an example of a three-star hotel in a Spanish competitive touristic city, which rooms can be reserved in a well know and very dissected web platform was made a survey to its guests to understand their perception regarding the attributes they consider more important in a hotel when they choose one and the real performance of the hotel, regarding the same attributes, after their stay. The results were compared and analysed using an importance-performance analysis, which has several benefits for the assessment of the guests’ satisfaction. It is a budget-oriented, simple and comprehensible technique that allows having an insight into the attributes that should be prioritized. The results of the survey show the performance of the hotel matches the importance given by the guests to the attributes and matches the satisfaction the guest publish in the social networks.pt_PT
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.citationDimitrieva, Rita; Fernandes, Paula O.; Nunes, Alcina (2018). Importance-performance analysis in the hospitality business: the example of a three star hotel. In TMS Algarve 2018: Tourism & Management Studies International Conference. Faro: ESGHT/Universidade do Algarvept_PT
dc.identifier.isbn978-989-8859-53-2
dc.identifier.urihttp://hdl.handle.net/10198/21574
dc.language.isoengpt_PT
dc.peerreviewedyespt_PT
dc.publisherESGHT/Universidade do Algarvept_PT
dc.rights.urihttp://creativecommons.org/licenses/by/4.0/pt_PT
dc.subjectTourismpt_PT
dc.subjectHospitality sectorpt_PT
dc.subjectHotelpt_PT
dc.subjectImportance-performance analysispt_PT
dc.subjectGuests’ satisfactionpt_PT
dc.titleImportance-performance analysis in the hospitality business: the example of a three star hotelpt_PT
dc.typeconference object
dspace.entity.typePublication
oaire.citation.conferencePlaceFaro, Portugalpt_PT
oaire.citation.endPage72pt_PT
oaire.citation.startPage72pt_PT
oaire.citation.titleTMS Algarve 2018: Tourism & Management Studies International Conferencept_PT
person.familyNameFernandes
person.familyNameNunes
person.givenNamePaula Odete
person.givenNameAlcina
person.identifierN-3804-2013
person.identifier.ciencia-id991D-9D1E-D67D
person.identifier.ciencia-id1111-680F-0CAF
person.identifier.orcid0000-0001-8714-4901
person.identifier.orcid0000-0003-4056-9747
person.identifier.ridM-8259-2013
person.identifier.scopus-author-id35200741800
person.identifier.scopus-author-id55907654000
rcaap.rightsopenAccesspt_PT
rcaap.typeconferenceObjectpt_PT
relation.isAuthorOfPublication2269147c-2b53-4d1c-bc1b-f1367d197262
relation.isAuthorOfPublicationf96c3560-c1d3-432c-aa84-49982ea86106
relation.isAuthorOfPublication.latestForDiscovery2269147c-2b53-4d1c-bc1b-f1367d197262

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