Open AccessEVALUATIONS OF SERVICE QUALITY: THE USE OF IMPORTANCE- PERFORMANCE ANALYSIS AND SERVQUAL IN A SOUTHERN TAIWAN'S HOT SPRING RESORT
Author(s) -
Huey-Hong Hsieh,
Hung-Yi Yang,
Kuang-Ye Chu,
Chao-Tsung Hsiao
Publication year - 2021
Publication title -
paripex indian journal of research
Language(s) - English
DOI - 10.36106/paripex/2307634
Subject(s) - servqual , service quality , service provider , service (business) , competitor analysis , service level objective , quality (philosophy) , reliability (semiconductor) , business , quality of service , marketing , service design , process management , operations management , computer science , engineering , telecommunications , philosophy , power (physics) , physics , epistemology , quantum mechanics
Importance-performance analysis (IPA) is a convenient tool for service quality evaluation. Likewise, SERVQUAL and themodel of service quality is also another useful tool for service quality evaluation. How hot spring service providersposition themselves and differentiate themselves from competitors is critical to their success. In this study, both IPA andSERVQUAL and the model of service quality are used to evaluate a hot spring service provider in Taiwan forcomparisons. A modified SERVQUAL questionnaire was distributed to hot spring resort customers with 300 validresponses. Results from IPA indicated the “Reliability” as the service weakness, while SERVQUAL and the model ofservice quality identified the “Responsiveness” as the largest service gap. Using these tools, the service providers canidentify the critical factors for improvements from different perspectives. Implications of both tools for service providersand researchers were discussed.