Importance Performance Analysis Approach Research Articles

Evaluation of the Muara Satu Community Health Center in Lhokseumawe City's outpatient services' quality utilizing the importance-performance analysis approach and possible increase in customer value

A dynamic state of people, processes, environments, goods, and services that either meet or beyond expectations is known as service quality. It is vital to improve services to compete and provide higher-quality services at the Muara Satu Community Health Center through initiatives to enhance human resources and ongoing performance improvement. The Muara Satu Community Health Center has received major accreditation for its services; however, as of yet, no reassessment has been conducted. The management of Puskesmas wishes to refine the accreditation to become plenary so that patient satisfaction can serve as a gauge of the success of the center's health services provided to the community. This study aims to evaluate the degree of agreement between patient interests and satisfaction and the Muara Satu Community Health Center's service quality performance. Additionally, it seeks to identify the attributes that should be given priority for service improvement through the application of the Potential Gain in Customer Value (PGCV) method. Patients' complaints regarding services, such as uncomfortable waiting rooms and a lack of information about the ailments they were suffering from, posed a challenge for this study. Five categories were created based on 17 characteristics of the patient requests made at the health center and were given to 58 pre-selected samples. This category includes Assurance, Empathy, Tangible, Reliability, and Responsive. The Muara Satu Health Center is required to implement seven priority orders for quality improvement based on the IPA and PGCV methods, based on data processing findings. These orders include requiring the Community Health Center staff to inform patients before providing services, having a comfortable waiting area, and having officers act quickly and appropriately when necessary. Facilities in Puskesmas are fully equipped. The types of ailments, their treatments, and how to take medication are all thoroughly explained by the doctor. Furthermore, physicians allot enough time for patient examinations

An improved IPA approach driven by big data and its application to customer satisfaction research of energy-saving appliance

Against the backdrop of increasing global demand for reducing greenhouse gas emissions, promoting the use of energy-saving and environmentally friendly products has become a crucial aspect of low-carbon economic development. Customer satisfaction plays a vital role in the promotion of these products. To address the challenges of dealing with big data in the conventional customer satisfaction analysis tool, Importance Performance Analysis (IPA), a machine learning-based method is proposed to improve IPA. Firstly, the Latent Dirichlet Allocation (LDA) model is used to capture users’ opinions on different product topics. Then, the Support Vector Machine (SVM) and Random Forest (RF) algorithms are employed respectively to assess the satisfaction and importance of product attributes, enabling an objective measurement of customer satisfaction and adapting to the current trend of big data. The proposed method is applied to the analysis of water heater satisfaction on the JD platform, obtaining satisfaction levels for 10 topics. The research findings demonstrate that the improved IPA method based on SVM-RF effectively explores customer satisfaction and can provide some improvement strategies for platform managers and manufacturers.

An Importance–Performance Analysis Approach to a Tourism Destination: the Case of Lisbon Metropolitan Area, Portugal

Pull factors, the attributes of a specific location, matter in tourism. These factors encompass the distinctive characteristics and alluring features that attract tourists to a destination, their importance and performance influencing the decision-making process and overall experience. A clear comprehension of this concept is crucial for destinations' economic vitality as they compete for tourists and strive for economic expansion and employment prospects. Indeed, an in-depth knowledge of these factors' importance and performance underscores the need for regions to adjust their approach to evolving tourist preferences. This adaptation is crucial to fostering responsible and sustainable tourism practices that safeguard cultural and natural resources. However, besides learning about the factors considered critical by tourists to visit a location, it is paramount to analyse how they evaluate the performance of each of these factors while staying there.This study focuses on the Lisbon Metropolitan Area (LMA), Portugal, and the findings will provide essential insights into destination competitiveness, sustainable tourism development, and the creation of unique travel experiences. As a destination that gained popularity, attracting tourists from all over the world, it is necessary to comprehend the specific factors that contribute to this vibrant region's allure and how it performs regarding them. The research will use the Importance-Performance Analysis to make data interpretation accessible and suggest relevant measures to improve competitiveness based on optimising the allocation of resources among the various factors/attributes analysed. The research incorporates numerous criteria categories, including historical significance, urban appeal, natural scenery, culinary experiences, cultural heritage, and aspects like streets' cleanliness, transport availability, or health emergency infrastructures. The study's conclusions will impact Lisbon region's (LMA) tourism and destination management. By understanding what factors are more important for tourists that visit the area and their evaluation of the performance of each of these factors, stakeholders can improve marketing, infrastructure, and the visitors' experience to promote sustainable development and maintain Lisbon's standing as a top tourist destination for rewarding and enlightening experiences. Relevant data is also provided to inform future tourism initiatives. This study adds to the academic discussion of location competitiveness and unique travel experiences.

Integration of Importance Performance Analysis (IPA) Method and KANO Model to Measure Customer Satisfaction Level at Bosque Cafe Bungah Gresik

The Coffee Shop culinary business in the industrial era 4.0 has become a trend among young people. The existence of the Covid-19 pandemic requires people to keep their distance and limit activities outside the home is a challenge in the sustainability of this business, so that these conditions have resulted in a decrease in sales levels. Bosque Café, one of the coffee shop businesses in the city of Gresik, must create quality services to provide comfort in the midst of pandemic conditions and the high business competition of fellow coffee shops that have been getting higher recently. To attract visitors, several ways must be done, one of which is to improve the quality of service to customers. The use of the science method to map the quality of service with a cartesian diagram can find out the service priorities that must be improved and maintained. Meanwhile, the KANO model is used for improvement in accordance with the attributes that most affect the quality of service. The purpose of this study is to measure the level of customer satisfaction with the quality of service at Bosque Cafe with an IPA and KANO approach and propose improvements to attributes that affect customer satisfaction. The results of the analysis show that there are 12 service attributes that must be improved which are divided into 3 criteria, namely improving human resources, improving services by employees, improving facilities to provide a sense of security and comfort to customers.

Exploring the Z Generation's work environment dynamics in Kurdistan: a comprehensive investigation

This study investigates with a special emphasis on the Z Generation in Kurdistan, Iraq, this study report seeks to offer insightful information about the expectations and beliefs of various generations in the workplace. The study clarifies how these various expectations emerge in the workplace by looking at the unique preferences and cultural norms of each generation. The importance-performance analysis approach was used to collect data from businesses in Kurdistan that employed both male and female workers from the Y and Z Generations. The results show that people from the Y Generation are more productive overall, exhibit a better balance between work and other duties, and have fewer issues with their managers and employers. The Z Generation, in contrast, experiences more conflicts, issues, and discontent with their managers and struggles to strike a healthy work-life balance. Anyone interested in learning more about generational disparities and expectations, particularly in the context of Kurdistan, Iraq, can benefit from this research, which is supported by a number of sources and references.

Policy framework for selecting medical tourism destinations: fuzzy- IPA approach

ABSTRACT Using Fuzzy Importance-Performance Analysis (IPA) method, this study sought to develop a framework to identify and prioritize the factors influencing the selection of Iran by medical tourists. After a literature review, three main dimensions and 38 factors affecting tourism destination choices were identified. A Fuzzy SWARA questionnaire was used to ask experts how important each of the identified factors was to a medical tourist’s choice of destination. In addition, medical tourists employed linguistic variables to assess the performance of the aforementioned factors. The results of the study revealed that “recommendations by friends and acquaintances,” ‘medical tourist’s previous experiences, ‘“image/brand of the host country”, “having friends or relatives in the destination country,” and “international accreditation” were the top priorities for Iran’s medical tourism policymakers and managers.

Impact of Intellectualization of a Zoo through a FCEM-AHP and IPA Approach

As urbanization is growing faster, the term “Smart” is becoming more widely used. However, it is difficult to define how to objectively evaluate intellectualization. This study aims to explore an objective method of evaluating intellectualization in Japanese zoos and suggest project directions for their future development. First, we will define the unique Japanese zoo smart projects. Then, an analytic hierarchy process (AHP) will be used to determine the weights of each item, and the fuzzy comprehensive evaluation method (FCEM) will be used to evaluate the degree of construction. Finally, the strengths and weaknesses of each project will be analyzed by importance–performance analysis (IPA). The findings showed that the research subject, Ueno Zoo, is still in the early stage of smartening, and most of the items are not sufficient for users to have a full tourist experience. There is a need to increase the level of intellectualization and ease-of-use for the construction of the zoos of Tokyo. This study provides an objective approach for evaluating the intellectualization of zoos in Japan and provides a method of construction advice for intellectualization construction.

An IPA Approach towards Including Citizens’ Perceptions into Strategic Decisions for Smart Cities in Romania

City administrators have begun to consider citizens’ perception as an essential enabler of smart and sustainable city development. In response to their need, our study mainly aimed to analyze the citizens’ perceptions related to the attributes of a smart city and to offer an evidence-based importance–performance analysis (IPA) technique, revised with triangular number fuzzy, to set priorities to develop it further successfully, taking Oradea, Romania, as an example. Specifically, we investigated varying the citizens’ perceptions regarding the attributes of a smart city across the thematic content analysis followed by an IPA approach to identify the attributes of a smart city that could be expected to advance its future development. The results show that most of our respondents appreciated the city administrators’ efforts and expressed relatively higher preferences for the fifteen smart city attributes of Oradea on which the local authorities should focus. The research brings valuable insight into the strategic decision making related to smart city development, which can serve academics and practitioners, complementing existing literature on the citizens’ perception of sustainable smart city development.

Users’ views on cultural ecosystem services of urban parks: An importance-performance analysis of a case in Beijing, China

Rapid urbanisation and global climate change have had a profound impact on the development of cities. Nature-based solutions, such as urban parks in dense city areas, play an important role in addressing such problems. They provide cultural ecosystem services to improve human well-being. Scholars have studied the cultural ecosystem services provided by urban parks from the perspective of users. Insufficient research, however, has addressed differences in perceptions of cultural ecosystem services among different social groups, as well as the relationship between the supply and demand of cultural ecosystem services. In this study, based on face-to-face questionnaire surveys and interviews, we analysed users’ perceptions of cultural ecosystem services in an urban park in Wudaokou, a multifunctional area in the centre of Beijing, China. The study pioneers the application of importance–performance analysis, a method to systematically analyse users’ perceptions of the importance and performance of the cultural ecosystem services of urban parks. We found significant differences in perceptions of importance, and the importance scores overall were significantly higher than the performance scores. Users’ perceptions of performance were affected by spatial identity source attribute and age: residents living nearby appreciated the performance more than commuters and passers-by; young people gave the highest scores. The importance–performance analysis approach offers a mechanism to help policymakers and planners match peoples’ needs with cultural ecosystem service provision.

Analisis Unggahan Media Sosial pada Instagram Rachel Vennya Menggunakan Metode Importance Performance

Instagram is one of the social media applications that can publish photos or videos for its users. Rachel Vennya is a well-known Instagram user who has more than five million followers. This research was conducted to see the expected posts by Rachel Vennya's followers on Instagram. Through the importance-performance analysis (IPA) it will be known the types of posts that are interesting and need to be increased in publication. This study's two IPA approaches, namely expected performance analysis (EPA) and importance-performance matrix analysis (IPMA). The results of each analysis are then mapped into a Cartesian diagram so that it is known that several posts increase follower loyalty and posts that need to be increased or decreased. After comparing the two Cartesian diagrams, it is known that there is no difference in the placement of variables between the two analyzes. Posts that deserve to be maintained include Motivation, Cooking, Family, and posts considered excessive in the publication are Business and Endorsements. Furthermore, customer satisfaction index (CSI) analysis was carried out to see follower satisfaction. The CSI value obtained is 72.69, which indicates the follower satisfaction index belongs to the satisfied criteria.

Analysis of academic stakeholders satisfaction on green campus implementation in Telkom University with importance performance analysis approach

The purpose of this paper is to identify the level of satisfaction of the academic community towards the implementation of green campus that took place in higher education institution, especially universities that have been awarded as green campus, by focusing in four elements of green campus, environmental management system, green building and green transportation, community participation and social responsibility, and teaching as well as research regarding sustainability. A survey questionnaire was used to collect data on sample of 100 respondents consist of all civitas academics in higher education institution. This paper uses importance performance analysis (IPA) approach technique in analysing data to find the gap between performance and expectation in term of green campus implementation. The average score of all aspects of the statement at the perception level is 3.25 while the average score of expectation level is 4.22 with a difference or gap of −0.77. The negative point shows that the perception level has not fulfilled the academic community's expectation in terms of green campus implementation from whole elements and indicators in Telkom University.

Quality improvement of the e-commerce website using integration of Kano model-ipa with QFD approach

This study was conducted to analyze the quality of e-commerce websites, find out which items need improvement, and make improvement design e-commerce websites. This study uses the kano model and Importance Performance Analysis approach based on 7 dimensions with 39 attributes. This study used the survey results from 103 respondents who regularly use the e-commerce website Tokopedia.com. The results of the questionnaire through the validity and reliability tests were used to analyze the reliability of items and the feasibility of the results of the questionnaire. After that, the results of the questionnaire through the corellation and hypothesis tests were used to know the relationship between variables. The findings show that 7 attributes influence customer satisfaction. However, the findings are still nowhere near the expectations. Thus, it requires being the focus of improvement. Improvements in design of 7 attributes in the form of House of Quality with 6 technical features needed to improve the quality of e-commerce website Tokopedia.com. Therefore, effective management strategies can be applied to overcome the intense competition in the e-commerce industry.

Rural revitalization: sustainable strategy for the development of cultural landscape of traditional villages through optimized IPA approach

PurposeThe main purpose of this study is to provide a decision-making basis for the development of a sustainability strategy by importance-performance analysis (IPA) methods. However, traditional and modified IPA methods do not accurately reveal the impact of the various dimensions of sustainable development (SD) on cultural landscape (CL). Based on the structural equation model (SEM), four main dimensions of SD were identified from the available data. This paper conducted an optimized IPA by building three SEMs based on importance, performance and the importance of four dimensions.Design/methodology/approachThis paper proposes the use of exploratory factor analysis (EFA) and SEM to develop the CL characteristic index evaluation model to determine the load of each indicator of importance and performance, and the SD-based measurement model to further determine the weight of the sustainability of each indicator in importance and performance. Afterwards, proposed sustainable strategies to the corresponding index were obtained.FindingsThis study offers useful insights into the actual operation and theoretical aspects of the IPA method.Practical implicationsThis study offers useful insights into the actual operation and theoretical aspects of the IPA method. This can solve the incongruous and uncertainty problem in the sustainable planning strategy, and the case study proves the feasibility of the IPA method combined with the influence of the structural equation.Social implicationsThe research is conducive to acceptance by local people with regard to their preferences in the perspective of sustainable development. It provides a basis for the future use of the IPA method in a comprehensive way based on an administrative angle.Originality/valueThe case study proves the feasibility of the IPA method combined with the influence of the structural equation. This provides a basis for the future use of the IPA method in a comprehensive way based on an administrative angle.

Residents’ Sustainable City Evaluation, Satisfaction and Loyalty: Integrating Importance-Performance Analysis and Structural Equation Modelling

There has been an increase in research on sustainable urban development, especially in recent years, and importance-performance analysis (IPA) is one of the popular methods applied in sustainable development research. However, few have integrated IPA with structural equation modelling (SEM). This study developed and tested an integrated IPA and SEM approach to measuring the effects of the perceived importance of sustainable city dimensions and the perceived performance of a city on resident satisfaction and loyalty. A total of 388 survey responses were collected from the residents of Shanghai and analyzed using the integrated IPA-SEM approach. The results show that resident satisfaction mediates the relationship between overall perceived performance and resident loyalty, while the relationship between overall perceived importance and resident loyalty is mediated by both overall perceived performance and resident satisfaction. The findings from the SEM are in line with the IPA’s concept in that, to ensure resident satisfaction and loyalty, the quadrant that requires the most attention is Q1, while Q2 stands as the target quadrant. Implications and future research directions are proposed based on the findings.

QUALITY ANALYSIS OF HEALTH SERVICES IN PUSKESMAS X BASED ON IMPORTANCE PERFORMANCE ANALYSIS METHOD

Community Health Centers is one of the leading units in providing health services to the community. Along with the increasing demands of the community for quality health services, the accredited Community Health Centers must always improve the quality of its services. This study aims to find out how the quality of health services is seen in terms of service aspects, staff attitudes, and room conditions and attributes that are considered important by patients to improved. This research is a quantitative descriptive method to the Importance Performance Analysis approach. The study population was registered patients and utilizing health services provided by the X Community Health Center. The sample in this study used a quota sampling technique with 101 respondents. Data collection instruments using a questionnaire. The analysis used is the suitability of performance with its importance to all attributes, then the attributes described in the quadrant Importance Performance Analysis. The results showed the service variables, staff attitudes, and room conditions were categorized according to the expectations of their level of importance. Puskesmas need to encourage officers to be empathetic towards patients who will seek treatment, provide answers to any questions asked, have a patient waiting room equipped with a seat, have a clean corner room, and have a clean and non-slippery floor.

Analysis of academic stakeholders' satisfaction on green campus implementation in Telkom University using importance performance analysis approach

The purpose of this paper is to identify the level of satisfaction of the academic community towards the implementation of green campus that took place in higher education institution, especially universities that have been awarded as green campus, by focusing in four elements of green campus, environmental management system, green building and green transportation, community participation and social responsibility, and teaching as well as research regarding sustainability. A survey questionnaire was used to collect data on sample of 100 respondents consist of all civitas academics in higher education institution. This paper uses importance performance analysis (IPA) approach technique in analysing data to find the gap between performance and expectation in term of green campus implementation. The average score of all aspects of the statement at the perception level is 3.25 while the average score of expectation level is 4.22 with a difference or gap of −0.77. The negative point shows that the perception level has not fulfilled the academic community's expectation in terms of green campus implementation from whole elements and indicators in Telkom University.

Attributes of Senior-Friendly Tourism Destinations for Current and Future Senior Tourists: An Importance-Performance Analysis Approach

This study aims to identify the tourists’ expectation and satisfaction of destination attributes from the perspective of senior tourists in Malaysia. Two groups of tourists were chosen as the study sample, that is, future seniors (40–54 years old) and seniors (55 years old and above). It is hoped that, through recognizing and raising awareness on the need for equal traveling opportunities, senior tourists and future senior tourists will be encouraged to undertake more tourism activities. An importance-performance analysis (IPA) and paired sample t tests were employed to investigate senior tourists’ perceptions of senior-friendly destination attributes. Measures of destination attributes included the “4As” (i.e., attractions, accessibility, amenities, and ancillary services). The findings from a survey of 227 respondents revealed that the most important attributes for a senior-friendly destination are safety and cleanliness. Other attributes deemed important by senior tourists include the availability of leisure facilities and barrier-free public transportation. The findings also highlight attributes that tourism industry practitioners may use to improve tourists’ satisfaction and develop into competitive advantages against other tourist destinations. Both theoretical and practical implications of these important findings are discussed.

A study of public health center user satisfaction with importanceperformance analysis approach in Semarang city

A study of public health center user satisfaction with importanceperformance analysis approach in Semarang city

The relative importance of bus system's Perceived Service Quality (PSQ) attributes among public and private mode users in Indonesia

Importance-Performance Analysis (IPA) is a common approach usually applied in examining public satisfaction and has been adopted in the transportation sector to measure the quality of service provided by the public transport system. This study, therefore, investigated the relative important service quality attributes of bus systems among both public and private modes of transportation users in Banda Aceh in Indonesia. An urban bus system known as the "Trans Koetardja" was used as a case study and a questionnaire designed based on preference survey was applied. A total of 200 samples comprising of 100 bus users and 100 private mode users including cars and motorcycles were used for the preliminary study. Moreover, the IPA approach was used to evaluate the Trans Koetaradja service quality attributes based on importance and performance classification. The quadrant grid plot showed the need for the operators to allocate their resources towards improving their services by considering (a) an improvement in bus stop facilities, (b) enhancement in the route and accurate timetable, and (c) shortening bus travel time and waiting time in the bus stop

Elderly Users’ Satisfaction with Public Transport in Thailand Using Different Importance Performance Analysis Approaches

Due to the rapid increase in population and the change in age structure toward the elderly, the phenomenon of societal ageing is being witnessed in many countries. The elderly travel less than the adult population due to decreasing mobility with an increasing age. In this study, we aimed to analyze the expectations and satisfaction of public transport users in Thailand using traditional importance performance analysis (IPA), gap analysis, and IPA integrated with competitor performance. We aimed to explain the differences in the analysis results produced by the three methods. The data were obtained from surveying 2250 elderly and 450 non-elderly adults. This study presents guidelines for improving the public transport service quality in Thailand to meet user needs. The results of this research showed that each approach provides its own distinctive aspects and theoretical differences, which lead to different interpretations. The results from the three approaches showed that equipment that increases safety for public transportation service users is an important factor for all elderly passengers that must be improved. Public transportation services in different regions should be developed to provide more reliable and regular services.