Exploring competitive hotel selection attributes among guests: An importance-performance analysis

ABSTRACT

This study aimed to explore the hotel selection attributes among local guests in the competitive hotel industry in Korea and to test the role of these explored attributes in building behavioral intentions. A total of seven dimensions, which involved 17 intangible and 16 tangible attributes, were identified. The findings indicated that intangible attributes are relatively more important but offer less satisfaction, whereas tangible attributes provide a higher level of satisfaction than perceived importance. Moreover, the importance-performance analysis grid visually depicted the importance and satisfaction ratings of each attribute demonstrating its strengths and weaknesses. All intangible attributes were significantly associated with intentions.

KEYWORDS:

• Hotel selection attributes
• intangible attributes
• tangible attributes
• intra-bound travel
• importance-performance analysis (IPA)
• behavioral intentions
• word-of-mouth intention
• revisit intention
• hotel guests
• hotels in South Korea

Disclosure statement

No potential conflict of interest was reported by the authors.

Additional information

Funding

This work was supported by a 2019 research grant from Youngsan University, Republic of Korea.