Abstract:In recent times, the satisfaction of hotel guests is becoming a leading indicator of business performance of hotels. Thus, information about areas or service attributes that need more investments is crucial to hotel managers. This paper aims to explore if there is a difference between performance and the guests’ perception of importance of particular hotel attributes, on example of the hotel "Galleria" by applying Importance-Performance Analysis (IPA). The task of this paper is to detect any existing weaknesse… Show more
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