A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-Dimensional importance-performance analysis

Abstract

As tourism took off in Macau, more luxury hotels were constructed to satisfy demand, many of them located in leisure resort complexes. This study uses the case of luxury hotels in Macau to examine the importance of specific characteristics in leisure resorts using a 3-dimensional importance-performance analysis (3-D IPA) approach that integrates the IPA approach with the three-factor theory. A new service quality measurement scale was developed and a total of 299 visitors staying overnight in the luxury hotels in Macau were surveyed. The results reveal the types (basic, excitement, and performance) of 45 service attributes in the 3-D IPA cube for stand-alone and resort-based luxury hotels. This study indicates a variation of types of three factors for service attributes may occur in different market segments. This study contributes a new service measurement scale for luxury hotels and 3-D IPA approach for researchers to conduct future studies.