Author(s): Richa Banerjee
The accumulation of smartphone possession and portable travel bookings has assured hoteliers to formulate mobile itinerant strategies and augment applications (apps). To examine the buyer perception of these apps, a two-way stages methodology was applied that identifies the accessible characteristics, features, and functions of hospitality chain apps. Second, the importance and performance of these 51 identified features and functions are then estimated and analyzed using the Importance Performance Analysis (IPA) structure Most of the features and functions under "Reservation Information" and Information are generally accessible and are rated high in importance and performance, which is in Quadrant two, "Keep up the good work". "At Hotel Functions" are not core available, but rated important by customers, thus spotted in Quadrant one, “Concentrate here". Thus, IPA highlights, exclusive alternatives, and opportunities for hotels to engage via the application with guests during their stay.