IPA - SERVQUAL - SERVPERF IN EVALUATION QUALITY OF HOTEL SERVICES

The objective of the contribution is to evaluate service quality through three different techniques (SERVQUAL, SERVPERF a IPA), to compare results and discuss the advantages and disadvantages depending on particular approaches that lead to increasing quality, economic efficiency and competitiveness of an establishment. Different results have been obtained by using the particular approaches that bring about the necessity of considering reasons why the analysis should be done. Furthermore there are also alternative evaluation approaches of results. As a conclusion it is possible to recommend the SERVQUAL technique for assignment gap score as well as IPA (Importance Performance Analysis) with its graphic expression for find factors to achieve a competitive advantage in hotel services.