Assessment of Hotel Service Quality by Using Importance-Performance Analysis (IPA) Model: The Case of Bule Hora and Yabello Town Hotels, Ethiopia

Abstract

The concern of this research is assessing hotel service quality by using Importance performance Analysis (IPA) Model in the special focus of hotels in Bule Hora and Yabello town, Ethiopia. The study used cross sectional descriptive research design that employee quantitative method. The data were collected by using questionnaire. The respondents are identified by using convenient sampling method. The study revealed that, fourteen (14) service quality attributes are performed poorly by the hotels. However, these fourteen (14) attributes are important by the customers/visitors. Twelve (12) service quality attributes are high importance to the customers and high performance by the hotels. Six (6) were low importance and low performance. And two service quality attributes was highly performed and low importance.

Keywords: Importance performance analysis model (IPA), service quality, customers/ visitors, Hotel industry

Introduction