Exploring the difference between performance and importance of particular hotel attributes: the case study of hotel "Galleria" in Subotica

Lukrecija Đeri, Sanja Bozic, Reka Seker

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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 weaknesses of the hotel attributes that need to be improved, as well as to identify positive elements that should be maintained at a high level to achieve maximum customer satisfaction. The results showed that statistically significant differences between the guest experience and the importance of hotel attributes exist in the cases of three factors: F5 –Food and recreation, F4 – Rooms and reception Fl- Employee service quality.


hotel attributes, service quality, consumer behavior, guest satisfaction, IPA analysis

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DOI: https://doi.org/10.22190/TEME1801077D


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