Importance-performance Map Analysis Research Articles

Online customer experience in Indian digital banks impacting continuous intention usage: Generation Y and Z perspective

Purpose This study aims to conceptualise a customer-centric model based on an online customer experience (OCE) construct, mediated by e-loyalty (EL) and e-trust (ET), to improve the continuous usage intention (CUI) of Indian digital banks from Generation Y and Z perspectives. Design/methodology/approach This study used an online survey method to gather data from a sample of 466 digital banking users, from which usable questionnaires were obtained. The obtained data were subjected to thorough analysis using PLS-SEM to further study the research hypotheses. Findings The main factors that determine digital banks’ OCE are perceived enjoyment, e-service quality, information quality and e-convenience. Additionally, relevant constructs were evaluated using an importance-performance map analysis. Research limitations/implications This study used convenience sampling for the urban population using digital banking; therefore, the outcome may be generalised to a limited extent. It would be valuable to imitate studies in other countries to strengthen digital banking further. Originality/value There is a lack of research on digital banking and OCE in India; thus, this study helps rectify this issue while providing valuable insights. This study differs from others in that it examines the connections between OCE, EL, ET and the bottom line of financial institutions, using these factors as dependent variables instead of traditional measures.

A Structural Equation Model Study for Adoption of Internet of Things for the Growth of Manufacturing Industries in Australia

This research study delves into the integration of IoT within the Australian manufacturing sector, analyzing five key factors influencing adoption and drawing comparisons with Rogers' innovation theory. Its objectives encompass assessing how competitiveness, regulatory support, management support, manufacturing growth, and cost savings affect IoT adoption. Methodologically, the research journey includes defining the problem, conducting a thorough literature review, crafting a research proposal, executing pilot and main studies, validating findings, and ultimately composing the final thesis. Quantitative data obtained from a large pool of over 500 respondents shed light on the positive impacts of competitiveness, regulatory support, and cost savings on IoT adoption. Additionally, the study employs Importance-Performance Map Analysis (IPMA) to underscore the significance of management support in successful IoT implementation. Despite facing limitations such as common method bias and constraints on generalizability, the research underscores the transformative potential of IoT in enhancing operational efficiency and decision-making within Australian manufacturing. Overall, the study's findings confirm the significant influence of key factors on IoT adoption, affirming its potential to drive competitiveness, regulatory compliance, cost efficiency, and growth within the Australian manufacturing landscape.

Examining success factors for logistics outsourcing in Sub‐Saharan Africa

AbstractWith the rapid globalization of business activities, logistics has become incredibly complex and intricate. As such, managing logistics is more challenging than ever. One of the trendy solutions to deal with this challenge is logistics outsourcing. In this regard, Sub‐Saharan African firms are no exception. To help Sub‐Saharan African firms succeed in leveraging logistics outsourcing for their competitive differentiators, this article aims to investigate how the organizational capabilities of third‐party logistics service providers (3PLs) contribute to their users' logistics outsourcing success. Based on an empirical analysis of 211 food processing firms in Uganda, we found that the 3PLs' technological and innovation capabilities positively affected logistics outsourcing success. In contrast, the 3PLs' flexibility and integration capabilities had no bearing on the logistics outsourcing success. In particular, our importance–performance map analysis (IPMA) revealed that the 3PLs' technological capability was the most significant factor in logistics outsourcing success. The article also expounds on how the 3PLs' technical capability can bring logistics outsourcing success.

University or Personal Sustainability— What Shapes Sustainable Entrepreneurship Intentions of Students?

The intentions and behaviour of entrepreneurs have been well researched and explored and now the limelight has shifted to sustainable entrepreneurship. The present study aims to examine the personal and institutional sustainability inclination that may help students develop their intent for sustainable entrepreneurship. Quantitative analysis with partial least squares structural equation modelling (PLS-SEM) was performed with 422 samples collected from students at Indian universities. The model tested the first-order variables for university and personal sustainability and further the effect on the intentions to start sustainable entrepreneurship. The first-order variables of university sustainability are education on sustainability and campus sustainability and the students’ personal consumption profile and moral obligations for the first-order variables of personal sustainability. The findings indicated that the tendency towards sustainable entrepreneurship was more strongly influenced by personal than university sustainability inclination. Further, the results of the importance–performance map analysis (IPMA) highlighted the importance of personal sustainability as well as further advancements in ethical standards and campus sustainability to nurture students’ intentions for sustainable entrepreneurship. The findings of this study offer policymakers, researchers and higher education institutes insights to establish campuses that contribute to sustainability and reframe the educational curriculum to focus on students’ innate propensities to engage in sustainable endeavours. This article outlines the pioneering research effort into the personal and university sustainability inclination in consideration for shaping sustainable entrepreneurship intentions among students.

A consumer demands-resources model of engagement: Theoretical and managerial contributions from a cross-validated predictive ability test procedure

Despite the widespread economic and social interest in consumer engagement (CE) in do-it-yourself (DIY) or “making” activities, the construct remains underexplored in the literature. Integrating the theoretical frameworks of CE, the service-dominant logic, and conservation of resources theory, this study uses a mixed-methods approach to identify the resources that best predict CE in making activities. We conduct an exploratory qualitative study through 26 semi-structured interviews with consumers and professionals to refine our hypotheses. We then use a quantitative approach (N = 210) based on the latest advances in partial least squares structural equation modeling (PLS-SEM) to determine predictive validity. It thus offers an empirical application of the latest guidelines in this field. In particular, the study applies the new cross-validated predictive ability test (CVPAT) to test and compare several models. Combined with an importance-performance map analysis (IPMA), the CVPAT approach helps identify operational levers for decision-makers in the maker ecosystem.

Biometrics Authentication for E-payment

This study is designed to assess several key predictors of user intention to accept biometrics authentication for e-payment. To do so, a research model is constructed based on the prominent unified theory of acceptance and use of technology (UTAUT) framework. Further, the UTAUT model is expanded by integrating three prevalent constructs that are essential to accept biometrics authentication. As the principal analytical tools, structural equation modelling (SEM) and importance performance map analysis (IPMA) are employed. The study reveals significant effects of performance expectancy, effort expectancy, social influence, perceived risk and perceived trust on attitude. Moreover, attitude, facilitating conditions, and perceived trust play a substantial role in predicting user adoption intention to biometrics authentication in e-payment. The IPMA suggests that perceived trust and facilitating conditions fall into the critical zone, requiring special managerial considerations. This research has offered a comprehensive research model to explore users’ biometrics authentication adoption behaviour, particularly in the field of e-payment. This study assesses the initial adoption behaviour of biometrics authentication in e-payments; therefore, assessing users’ continuance usage behaviour of this technology can be a potential for future research

How does destination natural quality influence second homeowners’ life satisfaction: a mediation model and importance-performance map analysis

ABSTRACT This study examines the effects of destination natural quality, place attachment, and destination psychological ownership on the life satisfaction of individuals having a second home in a tourist destination. Survey data were collected from 304 second homeowners and analyzed using PLS-SEM and Importance Performance Map Analysis (IPMA). PLS-SEM results revealed that perceived destination natural quality positively influences second homeowners’ place attachment, and place attachment enhances destination psychological ownership. Place attachment and destination psychological ownership increase second homeowners’ life satisfaction, and destination psychological ownership mediates the relationship between place attachment and life satisfaction. IPMA results also proved that place attachment is of great importance and has high performance over life satisfaction. Destination natural quality has a lower level of importance yet a slightly higher performance over life satisfaction compared to place attachment. However, destination psychological ownership performs lower importance and performance than place attachment and destination natural quality.

How do family support factors influence college students’ online-startup thinking?

Purpose The purpose of this study is to present the relationship between family support factors and Chinese college students’ online-startup thinking on live streaming platforms. Considering China's specific online entrepreneurial environment, this paper divides Chinese college students’ online-startup thinking according to the liberal–conservative thinking theory. This study classifies family support factors based on the tangible–intangible resource division theory. Different tangible and intangible factors have different impacts on their online-startup thinking. Design/methodology/approach This study tests 588 samples based on the partial least squares path modelling and variance-based structural equation modelling. This study promotes importance-performance map analysis to explore additional findings of influencing factors and provide suitable suggestions for Chinese college students and related departments. Findings Tangible family support factors, such as labour resources support, and intangible family support factors, such as verbal encouragement, can positively enhance Chinese college students’ liberal thinking to online-startup and decrease their conservative thinking. Meanwhile, according to importance-performance map analysis results, verbal encouragement from the intangible unit instead of financial resource support from the tangible unit has a higher total effect and performance on Chinese college students’ liberal thinking and conservative thinking. Originality/value This study draws on psychology research based on Chinese college students’ unique entrepreneurial mentality. This paper divides Chinese college students’ thinking in online-startups into liberal thinking and conservative thinking based on the liberal–conservative thinking theory. Meanwhile, according to the feature of Chinese family support factors, this paper classifies various elements based on the tangible–intangible resource division theory, which is helpful for scholars to understand that the student perceptions of the value of family support are critical to the success of the online-startup.

Online fundraising for NPOs via email marketing – A critical success factors analysis in Germany, Austria, and Switzerland

AbstractThis study aims to empirically determine success factors in the email marketing as a sub-discipline of online fundraising of nonprofit organizations (NPOs). Hereby, it responds to the gap of knowledge as existing research has not in detail touched nonprofit email marketing. To explore success factors in NPOs’ email marketing, a detailed structural equation model, in which email marketing success acts as the final endogenous variable and the nine potential success factors function as formative latent exogenous variables, was developed. A quantitative survey was conducted with employees of NPOs from German-speaking countries. For data analysis, which was carried out with the software SmartPLS, 153 responses were utilized. Using aggregate and disaggregate analyses on the developed model, various critical success factors in NPOs’ email marketing could be empirically identified. Furthermore, an importance-performance map analysis allowed the identification of the most crucial measures for increasing success, as a low performance of the NPOs faces a high total effect on email marketing success. From the results of the importance-performance map analysis, it was possible to derive specific practice-relevant action recommendations regarding measures in which NPOs should prioritize an increase in performance. Therefore, in addition to its theoretical relevance, the study also has a strong practical value.

Does the gender of hospitality employees affect the definition of wages in Spain?

Abstract Analysing gender differences in key industries is one of today's priorities to achieve a more egalitarian society. In hospitality, the classic approach is through Mincerian regressions or wage decompositions. This paper addresses this issue through Partial Least Squares Structural Equation Modelling (PLS-SEM) and Importance-Performance Map Analysis (IPMA). The results confirm and measure the relations between Human Capital, Labour Conditions, Market, and Wages, and examine the relative importance and performance of each indicator in explaining Wages. Therefore, there are narrow gender differences, and measures are suggested. The main limitation lies in the design of the constructs. This article contributes to the literature by providing an alternative analysis.

Determinants of Intention towards Digital Transformation Adoption: Evidence from Vietnam’s Public Sector

Purpose: Drawing on familiar concepts such as inclusive leadership and organizational support theories, and the input-mediator-output-input model, this study aims to explore civil servants’ intention towards digital transformation adoption in the public sector of Vietnam.   Method: This study takes the form of a case study of the Vietnam context and employs a quantitative method. A printed questionnaire was distributed to collect data from 892 civil servants. After excluding cases with missing data, 863 valid cases were used for data analysis. Primary data analysis was conducted using SPSS 20, Amos 20, and SMARTPLS version 4, which included descriptive statistics, testing the proposed model and hypotheses using the SEM approach, and conducting the importance-performance map analysis.   Findings: The current study revealed that inclusive leadership, government support, and organisational support have both direct and indirect effects on the intention towards digital transformation adoption through the partial mediating role of organisational innovative climate. Moreover, the importance-performance map analysis revealed that while organisational support is the most important factor, it has the lowest performance.   Originality: This study is pioneering in its use of the IMOI model to predict intentions towards technology adoption, particularly in the context of digital transformation, a new aspect in developing nations, including Vietnam. The study contributes to our understanding of digital transformation adoption in the public sector and will be of particular interest to government, policymakers, and service providers of new technology systems.

Promoting Economic Empowerment Through Effective Implementation and Linking Social Capital in Urban Agriculture Programs

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The influence of servicescape on behavioral intentions of customers in hospitals post the COVID-19 pandemic

PurposeBased on the stimuli-organism-response model and relationship marketing theory, the effect of different dimensions of Servicescape (Ambience, Cleanliness, Functionality, Spatial Layout, Employee Service Quality) on Customer Satisfaction and Behavioral Intention in hospitals during the COVID-19 pandemic are considered.Design/methodology/approachThe study takes a quantitative approach, applying structural equation model using partial least square structural equation modeling to test the hypotheses. A total of 360 responses were collected using questionnaires distributed to different individuals who visited private hospitals in the past two months in India.FindingsContradicting previous research, this study found that among servicescape dimensions, employee service quality had the maximum influence on customer satisfaction and cleanliness does not have any significant impact on customer satisfaction as hypothesized. Mediation results show that customer satisfaction has a partial mediation effect for all servicescape dimensions except ambience, as both direct and indirect effects are significant. Importance-performance map analysis was performed on the responses collected, and it was found that employee service quality is the most important dimension affecting servicescape, followed by functionality and spatial layout. Thus, health-care institutions should focus on these factors to keep their customers satisfied.Originality/valuePast studies have focused on the roles of servicescape and customer satisfaction separately. The authors have extended the literature by examining the combined effects of both servicescape and customer satisfaction. The findings from the study, therefore, help in developing a deeper understanding of the literature on the behavior intention relationship in the context of health care, as well as in service marketing.

A confirmatory factor analysis of the Iranian version of the interpersonal communication skills scale among healthcare professionals

BackgroundIdentifying healthcare professionals’ (HCPs) communication skills is crucial to improving patient outcomes. Iranian HCPs’ interpersonal communication skills (ICS) were validated using a culturally appropriate and indigenous scale.Materials and methodsIn November and December 2021, convenience sampling was used to collect data from 170 HCPs. Seven factors were covered by the questionnaire, which consisted of 30 items. In order to validate the scale, first- and second-order confirmatory factor analyses (CFA) were performed. Various indices were used during the CFA, including Goodness of Fit Index (GFI), Adjusted Goodness of Fit (AGFI), Comparative Fit Index (CFI), Normed Fit Index (NFI), Standardized Root Mean Square Residual (SRMR), and Root Mean Square Error of Approximation (RMSEA). The Fornell-Larcker Criterion was used to assess discriminant validity. We analyzed the data in Lisrel 8.8 and SmartPLS 3.2.8.ResultsAccording to the Q2-index obtained from the blindfold test, the model had 44% predictive power. First-order CFA results showed acceptable indices (χ2 = 767.17; DF = 375; CFI = 0.98; GFI = 0.82; AGFI = 0.80; NFI = 0.97; SRMR = 0.22; RMSEA = 0.068). Furthermore, the second-order measurement model demonstrated adequate and desirable fit indices (χ2 = 797.24; DF = 381; CFI = 0.98; GFI = 0.82; AGFI = 0.78; NFI = 0.97; SRMR = 0.059; RMSEA = 0.068). General and listening skills were ranked highest in the importance-performance map analysis (IPMA).ConclusionHCPs could benefit from this scale as it can assist them in developing ICS. It is recommended that skills training programs be replicated among different populations to evaluate their effectiveness.

Does culture matter? Corporate reputation and sustainable satisfaction in the Chinese and German banking sector

AbstractCorporate reputation is important for all types of banks across the world, despite these countries differing culturally. Building on an extended corporate reputation model, we identify the key drivers of customer-based reputation and sustainable customer satisfaction in two culturally different countries, namely China and Germany. We also consider two reputation dimensions—perceived competence and likeability—and their effects on the target construct. Empirical data from 625 German and 734 Chinese commercial bank customers allow us to estimate the corporate reputation model with the partial least squares structural equation modeling (PLS-SEM) method, and by substantiating the relationships by means of a necessary condition analysis (NCA) and a predictive power analysis. By comparing the two countries’ results, we identify their cultural differences. Overall, we confirm the model’s relevance for the two cultures, finding that banks’ perceived attractiveness is the most important driver of both cultures’ customer-perceived bank reputation. By means of an importance-performance map analysis, we identify a large overlap between the two cultures’ set of important constructs, likeability’s much greater importance in Germany, and the perceived quality construct’s relevance in both countries. We contribute to research and scientific knowledge about corporate reputation models by identifying the similarities in and differences between two countries’ markets with respect to the banking sector, all of which have implications for international banks’ management.

The effects of non-fungible token platform affordances on customer loyalty: A Buyer–Creator duality perspective

Prior academic research on non-fungible tokens (NFTs), an application of blockchain technology in the metaverse environment, has focused primarily on the market demand side (i.e., buyers), with limited attention given to the supply side (i.e., creators). To address this gap, we seek to understand creators' and buyers’ perceptions of platform affordances that can aid NFT platforms in developing functions that address the needs and expectations of both parties. To do this, we draw on affordance theory and psychological contract theory and use a mixed-methods approach consisting of text mining, structural equation modeling, and importance-performance map analysis. The results show that platform affordances (transaction, aesthetics, status, and user interface affordance) facilitate the creation of psychological contracts, which in turn promotes customer loyalty. Moreover, the relationships identified differ between creators and buyers. Overall, these results point to the value of using a user-centric human–computer interaction perspective to study emerging blockchain-based systems. They can inform design principles and guidelines for NFT platforms to effectively support creator–buyer interactions, transactions, and relationships through enhanced affordances and user-centric experience. This study advances knowledge of design in the nascent NFT domain relevant to the cross-disciplinary human–computer interaction community.

The Effects of Website Quality, Review Ratings and Cewebrity Reviews on Online Booking Intention: A Serial Mediation Model

Social media and online reviews have had a tremendous impact on the hotel accommodation industry. Online reviews are a highly appreciated source of information for travellers making decisions about booking a hotel room through online travel agencies (OTA). This encourages researchers to investigate the direct and serial mediation effects of review ratings (RR) and cewebrity reviews (CR) on the relationship between booking website quality (BWQ) and online booking intentions (OBI). The stimulus-organism-response (S-O-R) framework was used to validate the hypotheses. Data were obtained from 665 users who experienced booking through OTA in India’s cities. SPSS and partial least squares structural equation modelling (PLS-SEM) were used to analyze the data. Researchers have used importance-performance map analysis (IPMA) to map the attributes and priorities of OBI. These findings suggest that BWQ positively affects OBI. Serial mediation of RR and CR in the relationship between BWQ and OBI was statistically significant. The findings revealed that when guests became more concerned about reviews, the relationship between BWQ and OBI became stronger. This research contributes to online reviews in the field of hospitality services as well as to stakeholders involved in the hotel booking process.

Modelling distance education students’ satisfaction and continuous use intention of students’ portal: An importance-performance map analysis

Many higher educational institutions offering distance education provide their students with electronic portals to manage their academic information and activities, as well as obtain feedback from students to management for decision-making towards improvement. However, satisfaction with the use of students’ portals remains a challenge to distance education students especially in mandatory environments where students are obliged to use the portal. However, there is also a lack of empirical evidence on the effects of portal functionality and portal information display on the easiness of use of students’ portal and portal system performance leading to satisfaction, in the literature. Accordingly, this study aims to unravel the determinants of students’ satisfaction and their continuous use intentions of portal systems. In view of this, a quantitative approach based on an exploratory sequential mixed-method design was adopted. Questionnaires were used to collect the main data from 1409 students selected through a cluster sampling technique after an initial interview guide was used for focus group discussions. Data collected were analysed using both the descriptive and Partial Least Squares-Structural Equation Modelling (PLS-SEM) techniques. Findings from the analysis revealed that portal functionality and portal information display were antecedents of portal ease of use: and portal system performance. Additionally, portal system ease of use, portal system functionality, portal system information display and portal system performance determined portal system use satisfaction. Furthermore, portal use satisfaction is a prelude to students’ continuous use intentions. Finally, the most important antecedent to student portal use satisfaction was portal system performance. These findings provide valuable insights for institutions seeking to enhance the performance of portal systems for their students. Based on the findings, recommendations were made for policy and practice towards the provision and management of student portals in distance education delivery.

IMPACTS OF LINER SHIPPING CONNECTIVITY AND GLOBAL COMPETITIVENESS ON LOGISTICS PERFORMANCE: THE MEDIATING ROLE OF THE QUALITY OF PORT AND INFRASTRUCTURE

Logistics Performance (LP) is one of the fundamental catalysts that serve as a podium for the integration of the world economy. This study is conducted to observe the combined effects of Liner Shipping Connectivity (LSC) and Global Competitiveness Index (GCI) on LP in mediating the Quality of Port and Infrastructure (PORT). We selected 28 Asian economies and 1 special administrative region (Hong Kong) counting the year of 2007–2018. Partial Least Square – Structural Equation Model (PLS–SEM) with an extension of the Importance–Performance Map Analysis (IPMA) was applied. Empirical evidence derived from the path diagram has revealed that LSC and global competitiveness in mediating the PORT have significant effects of accelerating LP, leading to higher competitiveness in terms of strategic development and yielding better connectivity. Due to limited resources, Asian decision-makers need a guidance to focus on how to improve LP. This work also helps to highlight the dimensions of LSC and global competitiveness factors to be concentrated on and the policies to be implemented in this regard.

Mediating Effect of Supplier Relations on Organizational Culture and Customer Relations in Measuring Lean Readiness Amongst SMEs: An Importance- Performance -Map Analysis (IPMA)

The study aims to examine the mediating effect of supplier relations on the relationship between organizational culture and customer relations in lean readiness assessment within manufacturing small and medium-scale enterprises in Nigeria. A questionnaire was administered to managers of manufacturing SMEs. Retrieved and usable responses were analyzed using SMART PLS 4 for measurement model, structural model, path coefficient, and Importance-performance map analysis. The study's findings reveal that positive and significant relationship exists between organizational culture and supplier relations. The relationship between supplier relations and customer relations was also positive and significant. Also, supplier relations mediate the relationship between organizational culture and customer relations. The importance-performance map analysis revealed that supplier relations is fundamental regarding lean readiness evaluation before full deployment. The study implies that culture match and alignment between supplier relations and customer relations are sacrosanct for practical lean readiness assessment and effective deployment within manufacturing SMEs. It further emphasizes the importance of supplier relations in achieving full lean readiness. Hence, the study contributes theoretically by examining the indirect role of supplier relations on organizational culture and customer relations. The study also offers insight to small and medium-sized business managers to make effective decisions on lean readiness before full implementation, minimizing the chances of unsuccessful lean deployment.