An importance-performance analysis of hotel selection factors in the Hong Kong hotel industry: a comparison of business and leisure travellers

Using an Importance}Performance Analysis (IPA), this paper examined business and leisure travellers' perceived importance and performance of six hotel selection factors in the Hong Kong hotel industry. The six hotel selection factors identi"ed were: Service Quality, Business Facilities, Value, Room and Front Desk, Food and Recreation, and Security. Both business and leisure travellers held the same perceptions towards all the six hotel selection factors. The IPA grids illustrated that the Value factor fell into the Concentrate Here quadrant; Service Quality, Room and Front Desk and Security in the Keep Up the Good Work quadrant; and Business Facilities and Food and Recreation in the Low Priority quadrant. Room and Front Desk and Security were found to be the determining factors for business and leisure travellers, respectively, in their hotel choice selection. Implications for Hong Kong hoteliers and researchers were discussed. ( 2000 Elsevier Science Ltd. All rights reserved.