The study seeks to assess the influence of dimensions of
importance (expectations) on hotel services performance (actual
experience) using the IPA tool. Several studies have used this validated
tool to achieve customer satisfaction by highlighting the
areas of gap between expectations and actual experience, working
on them to improve customer satisfaction (Abalo, Varela, &
Manzano, 2007; Chu & Choi, 2000; Ziegler, Dearden, & Rollins,
2012). Our study has developed and proposes a theoretical model
to test importance of following constructs: