Managing Tourism and Hospitality Services: Theory and International Applications 2006
DOI: 10.1079/9781845930127.0237
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The role of research in improving tourism and hospitality services: measuring service quality.

Abstract: This chapter first presents an overview of marketing/applied research in tourism and hospitality. It then assesses the four main methods of measuring customer service quality (importance performance analysis (IPA), SERVQUAL, SERVPERF, and SERVQUAL × Importance), and then in a case study, compares these methods by measuring service quality for a medium-sized UK tour operator. The findings suggest that the service quality measurements of IPA, SERVQUAL and SERVPERF do not produce statistically different results, … Show more

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“…The two main research instruments that have been developed over the years to analyze the concepts of quality and customer satisfaction in the service industry are Importance-Performance Analysis (IPA) and SERVQUAL (Hudson et al 2006). IPA, which uses a multi-property model as its conceptual basis, is an evaluation procedure that compares and analyzes each property's relative importance and performance simultaneously to measure user satisfaction.…”
Section: A Review Of Extant Methods For Service Quality Analysismentioning
confidence: 99%
“…The two main research instruments that have been developed over the years to analyze the concepts of quality and customer satisfaction in the service industry are Importance-Performance Analysis (IPA) and SERVQUAL (Hudson et al 2006). IPA, which uses a multi-property model as its conceptual basis, is an evaluation procedure that compares and analyzes each property's relative importance and performance simultaneously to measure user satisfaction.…”
Section: A Review Of Extant Methods For Service Quality Analysismentioning
confidence: 99%
“…The awareness and knowledge are included in the aspects of language and attitude which become the key issues of this study. Language and attitudes are two major focus of this study and how these two aspects relate to tourism development program have been discussed by many authors in various tourism references (Hudman & Jackson, 2003;Andrews, 2007;Kusluvan, 2003;Eric, 2006;Hudson, 2006).…”
Section: Review Of Literaturementioning
confidence: 99%