Griffith University Hotel Case

There has been considerably recognised regarding the Griffith University Hotel, in which is the high level of hotel in the Gold Coast. The Griffith University Hotel wished to deliver a higher quality of services to customers, so they planned to hire a professional manager in the area of event and facility. For this reason, the hotel identified the importance and performance of existing facilities, and so conducted a quantitative research from their customers. In the process of research, Importance and Performance Analysis (IPA) was used to rate the hotel and the research was focused on two parts, which concern of how important and satisfied with the hotel facilities for the business and pleasure travellers respectively. The main purpose of this report is to analyse the service quality of the five most and least important facilities and the five highest and lowest performance facilities through the Importance and Performance Analysis. Based on the quantitative research, a table will be drawn to analyse the means and standard deviations of evaluating from business and pleasure travellers. In addition, scatter plot will be provided with names of facilities, benchmarks and identification of four quadrants, which are performing well, possibly being over-resourced, need attention and no real need of attention. By drawing a t-test table from means and stand deviations for business and pleasure travellers, this can be analysed and interpreted according to p-values. There has been considerably recognised regarding the Griffith University Hotel, in which is the high level of hotel in the Gold Coast. The Griffith University Hotel wished to deliver a higher quality of services to customers, so they planned to hire a professional manager in the area of event and facility. For this reason, the hotel identified the importance and performance of existing facilities, and so conducted a quantitative research from their customers. In the process of research, Importance and Performance Analysis (IPA) was used to rate the hotel and the research was focused on two parts, which concern of how important and satisfied with the hotel facilities for the business and pleasure travellers respectively. The main purpose of this report is to analyse the service quality of the five most and least important facilities and the five highest and lowest performance facilities through the Importance and Performance Analysis. Based on the quantitative research, a table will be drawn to analyse the means and standard deviations of evaluating from business and pleasure travellers. In addition, scatter plot will be provided with names of facilities, benchmarks and identification of four quadrants, which are performing well, possibly being over-resourced, need attention and no real need of attention. By drawing a t-test table from means and stand deviations for business and pleasure travellers, this can be analysed and interpreted according to p-values.