The Gap Analysis Measurement Of Linear Vs Non-Linear Parametric On Costemer Satification Based On Importance Performance Analysis And Kano Method In Service Industries(Hotel)

Fevilia Nurnadia, Andria Syaifoel (2012) The Gap Analysis Measurement Of Linear Vs Non-Linear Parametric On Costemer Satification Based On Importance Performance Analysis And Kano Method In Service Industries(Hotel). Project Report. UTeM, Melaka, Malaysia. (Submitted)

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Abstract

Cun·ently, the hotel service providers face the increasingly higher competition in their business related to the higher customers' demands for quality services. In this perspective, the customer satisfaction is as the challenges on how they can deliver quality of service for their success and survival in today's competitive environment. Based on this reason, this study was carried out to identify and investigate the satisfaction of the five star hotel customers in Melaka by collecting the data and info1mation through the survey using questionnaires. First, the quality attributes of SERVQUAL dimension were used to identify and investigate the hotel customer satisfaction. Second, the concept of IP A (lmp01tance-Perfo1mance Analysis) was applied to identify the strengths and weaknesses of quality attributes related to the service given by the hotel from the customers' viewpoints. Third, the integration of the IP A and Kana's model were used to evaluate the priorities of service related what was required by the customer. At this point, the integration of both conceptual approaches would come out with the 'gaps' of satisfaction related to the discon:firmation theory. By using software SPSS, the conelation results of the asymmetiic Kana model (related to non-linear satisfaction attributes) towards the linear satisfaction attributes of IP A (based on a Likert scale) was used as the customer satisfaction priorities required against the quality of service provided.

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