Importance-Performance Analysis (IPA) in Researching the Satisfaction of Simulation

Abstract

Students are the customers of higher education, and their satisfaction directly influences service quality in the tertiary sector. It is essential, therefore, to research students' views. This can be done by applying important-performance analysis (IPA), an effective tool for achieving satisfaction. The study described in this article focuses on data obtained from research into the Programme and Project Management major which is a Master's program in the United Kingdom. The course, Managing the multi-project and programme environment (MMPE), combines theory with practice through offline-business simulation. The program focuses on imparting skills to graduate students in the management field. The performance and importance of thirteen items were connected to motivation and teamwork. The results revealed that not all student respondents are satisfied with the simulation. Utilizing IPA, the research suggests that tutors should prioritize improving communication and relationships among both the programme and project teams, specifying accountability and work allocations, motivating students to achieve goals, and refining feedback methods. These recommendations could be applied to other business simulations that aim to improve student satisfaction.