Application of importance-satisfaction model to identify critical success factors of hot-spring industry in Taiwan

Abstract

There are many variety methods used in determining the critical success factors (CSFs) of the hot-spring industry in Taiwan, such as action research, case study, literature review and structured interviewing. In contrast, there are relatively few studies on the many models used to identify CSFs. To address this relative deficiency in the literature, the present study integrates importance satisfaction model (I-S Model) and CSFs to provide more comprehensive evaluation actions for the hot spring industry. This study attempts to determine the CSFs of hot spring industry in Taiwan through the importance level and satisfaction level of I-S Model. This study identifies six CSFs for hot spring industry. The research method has an advantage in that it not only identifies the CSFs, but also measures the service quality items of the hot spring industry. Businesses that apply CSFs can achieve a competitive advantage due to the fact that the managers would be in a better position to provide the greatest satisfaction by improving service quality and marketing strategies for customers. Key words: Critical success factors (CSFs), hot spring industry, importance-satisfaction model (I-S Model), service quality.