... collected and analyzed to develop an importance-performance analysis (IPA) model to enhance the customer satisfaction. Findings Findings report that the performance of the critical factors and the importance assigned to them are not the same. There exist gaps between the performance and importance which...

... tourism attributes (i.e. destination features). Design/methodology/approach The present study makes use of importance-performance analysis and employs paired sample t-test for this purpose. Findings The senior tourists evaluated the package tour attributes to be more important and better...