Abstract
Importance-performance analysis (IPA) is a convenient tool for service quality evaluation. Likewise, SERVQUAL and the model of service quality is also another useful tool for service quality evaluation. How hot spring service providers position themselves and differentiate themselves from competitors is critical to their success. In this study, both IPA and SERVQUAL and the model of service quality are used to evaluate a hot spring service provider in Taiwan for comparisons. A modified SERVQUAL questionnaire was distributed to hot spring resort customers with 300 valid responses. Results from IPA indicated the “Reliability” as the service weakness, while SERVQUAL and the model of service quality identified the “Responsiveness” as the largest service gap. Using these tools, the service providers can identify the critical factors for improvements from different perspectives. Implications of both tools for service providers and researchers were discussed.
Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a call
