Importance-performance Matrix Analysis Research Articles

Beach Quality Evaluation as a Strategy for Sustainable Coastal Tourism Management

This study evaluates the quality and visitor satisfaction across Anyer Beach, Tanjung Lesung Beach, Carita Beach, and Sawarna Beach in Banten, Indonesia, using the Bath Area Registration and Evaluation (BARE) survey and Importance-Performance (I-P) Matrix analysis. Each beach's attributes, including security, water quality, facilities, litter management, and scenery, are assessed to identify strengths and areas for improvement. The findings reveal varying levels of performance and visitor satisfaction, highlighting notable gaps in safety, medical facilities, showers, waste facilities, and changing rooms. Recommendations include enhancing safety measures, upgrading medical and shower facilities, improving waste management practices, and preserving scenic beauty to enhance visitor experiences and support sustainable tourism practices.

Navigating Health-Related Crises: Unraveling the Role of Confidence in Tourism Recovery in Shaping Sustainable Strategies for Tourists’ Intentions across Pandemic Phases

The COVID-19 pandemic has severely impacted global tourism, raising the need for sustainable recovery strategies. This study examines how tourists’ confidence in tourism recovery (CTR) influences travel intentions across different pandemic phases—outbreak, stabilization, and conclusion. Positioned within the Theory of Planned Behavior (TPB), the research explores the mediating role of CTR in the relationships between attitude, subjective norms, perceived behavioral control, and travel intention. Using structural equation modeling (SEM), multi-group analysis (MGA), and Importance–Performance Matrix Analysis (IPMA), this study assesses changes in travel behavior during each pandemic phase. Data were collected through three surveys conducted in major Chinese cities between late 2022 and early 2023. The findings reveal that CTR significantly mediates the influence of behavioral factors on travel intention, especially during the stabilization and conclusion phases. The IPMA results highlight key areas for intervention, with CTR, perceived behavioral control, and subjective norms varying in importance across phases. This research underscores the need for adaptive and sustainable strategies to strengthen traveler confidence, offering practical insights for supporting long-term resilience and growth in the tourism industry during and beyond health-related crises.

A food well-being index for sustainable eating behavior: Construction, validation, and implementation

Food well-being is critical in food marketing and sustainability, yet identifying its key sources and validating them against overall well-being remains challenging. Food marketers struggle to assess contributable factors in strategic decisions. Enhancing food well-being boosts consumer happiness and sustainability, but lacks a standardized evaluation method. This study introduces a novel Food Well-Being Index (FWBI) embedded in a nomological net using composite-based structural equation modeling to identify key sources of consumer happiness and compare performance across composite variables to promote healthier and more sustainable eating habits. Data from 401 participants are analyzed using partial least squares structural equation modeling. Participants provide ratings on 56 statements in the questionnaire, forming the basis for the indicators. An importance-performance matrix analysis is applied to capture important indicators and their performances.Results reveal individual and environmental well-being as the most salient drivers of food-related happiness, while social well-being demonstrates higher performance. These dimensions are underpinned by motivations for health and environmental responsibility and moderating food well-being to encourage sustainable consumption behaviors.This empirical study contributes to marketing research and practice in three ways. First, it calibrates the FWBI and identifies key indicators of food well-being. Second, it validates the relevance of food well-being and its impact on overall well-being. Third, it conducts an importance-performance matrix analysis, illustrating how managers in different sectors can use the FWBI to identify essential aspects in food production, design, and retailing, and improve products and services. Therefore, this study has significant implications for sustainability-oriented marketing strategies.

Importance Performance Matrix Analysis for Assessing User Experience with Intelligent Voice Assistants: A Strategic Evaluation

Importance Performance Matrix Analysis for Assessing User Experience with Intelligent Voice Assistants: A Strategic Evaluation

Navigating sustainable project management in construction: Exploring the differential impact of coercive pressures and ethical responsibility using importance-performance matrix analysis (IPMA)

This study explores the primary drivers influencing sustainable project management (SPM) practices in the construction industry. This research study seeks to determine whether firms are primarily motivated by external pressures or internal values when embracing SPM practices. In doing so, this study contributes to the ongoing discourse on SPM drivers by considering coercive pressures (CP), ethical responsibility (ER), and green transformational leadership (GTL) as critical enablers facilitating a firm’s adoption of SPM practices. Based on data from 196 project management practitioners in Pakistan, structural equation modeling (PLS-SEM) was employed to test the hypothesized relationships. Results highlight that CP influences the management of sustainability practices in construction projects, signifying firms’ concern for securing legitimacy from various institutional actors. As an ‘intrinsic value’, ER emerges as a significant motivator for ecological stewardship, driven by a genuine commitment to promoting sustainable development. This study also unveils the significant moderating effect of GTL on the association among CP, ER, and SPM. Lastly, the results of IMPA reveal that ER slightly performs better than CP as it helps firms internalize the essence of sustainability. This research study expands our understanding of SPM drivers in construction projects by exploring the differential impact of external pressures and the firm’s intrinsic values. These findings provide valuable insights for policymakers and practitioners, aiding them in promoting SPM to attain sustainable development goals.

Building bonds: an examination of relational bonding in continuous content contribution behaviors on metaverse-based non-fungible token platforms

PurposeThe proliferation of non-fungible token (NFT)-based crypto-art platforms has transformed how creators manage, own and earn money through the creation, assets and identity of their digital works. Despite this, no studies have examined the drivers of continuous content contribution behavior (CCCB) toward NFTs. Hence, this study draws on the theory of relational bonds to examine how various relational bonds affect feelings of psychological ownership, which, in turn, affects CCCB on metaverse platforms.Design/methodology/approachUsing structural equation modeling and importance-performance matrix analysis, an online survey of 434 content creators from prominent NFT platforms empirically validated the research hypotheses.FindingsFinancial, structural, and social bonds positively affect psychological ownership, which in turn encourages CCCBs. The results of the importance-performance matrix analysis reveal that male content creators prioritized virtual reputation and social enhancement, whereas female content creators prioritized personalization and monetary gains.Originality/valueWe examine Web 3.0 and the NFT creators’ network that characterizes the governance practices of the metaverse. Consequently, the findings facilitate a better understanding of creator economy and meta-verse commerce.

Toward a library corporate social responsibility model: An empirical study

The purpose of this study is to develop a model for corporate social responsibility (CSR) in libraries. This study seeks to fill the gap in the literature regarding empirical studies on the factors influencing the social responsibility of public and academic libraries in the United Arab Emirates (UAE). A quantitative study was conducted to examine the intention to adopt CSR in UAE libraries using the Partial Least Squares Structural Equation Modeling Path Model Assessment. The process included an assessment of the measurement model and an assessment of the structural model. An online survey was conducted using a questionnaire, and data were gathered from 237 valid responses to validate the structural model of this study. The relationships among the variables and the most influential factors were determined using Importance-Performance Matrix Analysis. The results support significant relationships between activities and events, outreach, professional ethics, employees’ relationship, health and safety, partnerships, user issues, and reporting and library corporate social responsibility (LCSR). The study found that the most important factors in LCSR are employees’ relationships and professional ethics. The proposed model can help libraries to apply social responsibility that fits the nature of libraries. The theoretical framework and methodology used in this study could be useful for researchers in the fields of CSR and library and information science.

Ambidexterity among start-ups in the tourism and hospitality industry

Purpose - This study investigates the impact of incubators on knowledge management and sustainable innovation in early-stage tourism and hospitality firms. It explores whether incubators leverage innovation generated by these firms. Methodology/Design/Approach - Survey data from early-stage tourism and hospitality firms were analyzed using latent variable modeling and Importance-Performance Matrix Analysis (IPMA). Findings - The study reveals that incubators directly influence innovation exploitation but not innovation exploration. However, an indirect influence on exploration exists through human capital as a mediator. Originality - This research advances understanding of the relationship between knowledge management and sustainable innovation in the tourism context. It pioneers the exploration of the incubator effect on innovation ambidexterity (simultaneous pursuit of exploration and exploitation) in early-stage tourism and hospitality firms.

Meme marketing on social media: the role of informational cues of brand memes in shaping consumers' brand relationship

PurposeThe proliferation of digital communication on social media provides new opportunities for businesses to take advantage of Internet memes to boost customer engagement. Academic literature on digital communications mostly focuses on popular forms such as selfies, branded posts, and branded emoticons. Less attention has been paid to brand memes and their implications for brand management. Based on the cue utilization theory, this research aims to investigate the informational cues of brand memes foster brand partnerships.Design/methodology/approachThe structural equation modeling and importance-performance matrix analysis were used to empirically validate the research hypotheses with 595 respondents to an online survey.FindingsThree informational cues of brand memes (i.e. comprehensibility, novelty, and meme-brand congruity) stimulated consumers' attitudes, which in turn impacted consumer-brand relationships. Another brand meme informational cue, sarcasm, negatively moderated the relationships between the three informational cues and consumer-brand relationships.Originality/valueOur findings indicate that a brand can engage consumers in conversations on social media and foster long-term consumer-brand relationships through brand memes.

Exploring the role of augmented reality in purchase intention: Through flow and immersive experience

Augmented Reality has emanated as a service for customers' engaged in shopping through highly immersive experiences. New interactive technologies have helped shopping become more engaging. The current study explains the flow dimension by building-and-broadening its definition and posits its applicability as an antecedent to highly immersive experiences. The study constructively probed and established the immersion-psychological ownership-comfort decision gap. Finally, the study adds to the explanation of WoW feeling/Awe experience and purchase intentions for customers' engaged in AR shopping. Partial Least Square Structural Equation Modelling was administered in order to analyze 352 samples for AR shoppers. The study used Importance Performance Matrix Analysis to provide a rendition to the managerial implications. As a cardinal element of shopping, AR is an indispensable tool for attaining highly immersive experiences and the study motivates scholars in theoretical advancements. The findings will help businesses capitalize on AR as a Service (ARaaS) and harbor increased profitability with high customer satisfaction.

ANTECEDENTS OF TOURISTS’ LOYALTY: THE ROLE AND INFLUENCE OF TOURISM PRODUCTS, DESTINATION IMAGE IN HOIAN WORLD CULTURAL HERITAGE SITE

The study’s aim is to examine the antecedents of destination loyalty, and considers the role and influence of tourism products and destination image to international tourisms’ loyalty in case of HoiAn World Cultural Heritage Site. The study suggested an integrated approach to understand tourists’ loyalty model and investigate the empirical evidence about the relationship among tourism products, destination image, risk perception, tourist experience, destination satisfaction and tourists’ loyalty. This study also mentions important questions concerning how tourism products, destination image, tourist experience, risk perception, and tourists’ satisfaction affect tourists’ loyalty. Smart PLS3 is used to estimate and test the relationships in the research model. Mediation analysis and importance performance matrix analysis are also used to consider clearly the relationship between the constructs of research model. The study’s results indicate that tourism products, destination image, tourism experience, risk perception, and satisfaction are antecedents of international tourists’ loyalty in Hoi An World Cultural Heritage Site. And in them, tourism products affect significantly positively to destination imagine and satisfaction, beside destination image and satisfaction hold the role of mediator in this relationship. Implementing IPMA to identify the predecessors that have relatively high importance for loyalty but also a relatively low performance. The results pointed out that the constructs as satisfaction, tourism product, risk perception and image have a high importance for the tourist loyalty. The study added the antecedent of tourism products and risk perception to the model and could enrich the literature, pointing to be possibility of a destination loyalty model that can be applied to various contexts, especially after COVID- 19 pandemic. The study also discussed theoretical and managerial implications for marketing tourism.

Factors Influencing Clinicians' Use of Hospital Information Systems for Infection Prevention and Control: Cross-Sectional Study Based on the Extended DeLone and McLean Model.

Healthcare-associated infections have become a serious public health problem. Various types of information systems have begun to be applied in hospital infection prevention and control (IPC) practice. Clinicians are the key users of these systems, but few studies have assessed the use of infection prevention and control information systems (IPCISs) from their perspective. This study aimed to (1) apply the extended DeLone and McLean Information Systems Success model (D&M model) that incorporates IPC culture to examine how technical factors like information quality, system quality, and service quality, as well as organizational culture factors affect clinicians' use intention, satisfaction, and perceived net benefits, and (2) identify which factors are the most important for clinicians' use intention. A total of 12,317 clinicians from secondary and tertiary hospitals were surveyed online. Data were analyzed using partial least squares-structural equation modeling and the importance-performance matrix analysis. Among the technical factors, system quality (β=.089-.252; P<.001), information quality (β=.294-.102; P<.001), and service quality (β=.126-.411; P<.001) were significantly related to user satisfaction (R2=0.833), use intention (R2=0.821), and perceived net benefits (communication benefits [R2=0.676], decision-making benefits [R2=0.624], and organizational benefits [R2=0.656]). IPC culture had an effect on use intention (β=.059; P<.001), and it also indirectly affected perceived net benefits (β=.461-.474; P<.001). In the importance-performance matrix analysis, the attributes of service quality (providing user training) and information quality (readability) were present in the fourth quadrant, indicating their high importance and low performance. This study provides valuable insights into IPCIS usage among clinicians from the perspectives of technology and organization culture factors. It found that technical factors (system quality, information quality, and service quality) and hospital IPC culture have an impact on the successful use of IPCISs after evaluating the application of IPCISs based on the extended D&M model. Furthermore, service quality and information quality showed higher importance and lower performance for use intention. These findings provide empirical evidence and specific practical directions for further improving the construction of IPCISs.

Assessing the determinants of customer-perceived value and customer satisfaction in e-hailing services: An Importance-Performance Matrix Analysis (IPMA) Approach

The rapid growth and success of sharing economy, particularly e-hailing services, have attracted many organisations to participate in this business. As a result, e-hailing organisations need strategies that enable them to compete in the market. One of the strategies that could help e-hailing organisations to stay competitive is to understand users’ perception of value. The aim of this study is to identify the values that users gain when they use e-hailing services. From there, this study also sought to determine the specific values, which contribute to satisfaction with e-hailing services. The Theory of Consumption Value was applied to examine as users’ perceived value with the inclusion of sustainability value. Based on the Partial Least Squares analysis via the software SmartPLS 3.2.8, users’ perceived value, which consists of economic value, convenience value, sustainability value, and hedonic value positively influences users’ satisfaction, while symbolic value negatively influences users’ satisfaction. The Importance-Performance Matrix Analysis (IPMA) results revealed that hedonic value is the most important value that contributes to users’ satisfaction. Theoretical and managerial implications as well as research limitations are duly discussed.

Wine Tourism and Sustainability Awareness: A Consumer Behavior Perspective

The research on tourism is constant and unending; food and wine tourism research still represents a small part inside this wider field. Wine tourism and events are critical for sustainable development of rural areas. In this context, the emotional bond between the wine tourists the regions and the producers that they visit is created, not just through the wine as a product, but also through a set of hedonic features that are present in the visit and tasting experience. To reach the research objectives, a quantitative methodology was chosen. For this research a questionnaire was used and completed by wine cellar visitors and distributed to wine tourism facilities. An online questionnaire was applied in wine and wine tourism social network groups. To test the hypothesis, a structural equation modelling (SEM) was used has well as an importance–performance matrix analysis (IPMA) was also used for further exploration of the results. Results reveal that brand love and wine involvement are positively related to emotional satisfaction, evaluative satisfaction, and word-of-mouth (WOM) intention. Regarding the two dimensions of satisfaction (emotional and evaluative), only the second revealed a direct and indirect positive effect on WOM. From an interdisciplinary point of view, this paper presents insights for niche marketing (i.e., wine tourism, segmentation and brand management) and for local and sustainable development. Lastly, the research limitations and suggestions for future research are presented.

Islamic Home Finance in the UK: A Partial Least Square Structural Equation Modelling Approach

Previous studies assessing the prospects for Islamic home finance in the UK appear to be outdated, predominantly customer-oriented and lacking industry views. This study developed an up-to-date conceptual framework comprising four predicting constructs: extendibility, accessibility, affordability and authenticity, with the target construct being the prospects for Islamic home finance in the UK. The framework was assessed using a sample of 144 mortgage consultants selected through expert sampling. The findings revealed that authenticity had the greatest direct effect on prospects, followed by accessibility. In contrast, the effect of affordability on prospects was found to be insignificant. The mediation analysis showed that extendibility had a significant indirect effect on prospects via the accessibility construct. The multi-group analysis revealed no significant differences between experienced and novice mortgage consultants. Results of the post-hoc importance–performance matrix analysis (IPMA) identified authenticity as the high-priority development area, whereas the affordability of Islamic home finance was found in a low-priority zone. These results, derived from mortgage brokers, along with the combined application of PLS-SEM and IPMA, offer a more robust and industry-driven assessment of the prospects for Islamic home finance in the UK. These industry-driven and up-to-date findings provide valuable directions for policymakers and Islamic banks offering home financing in the UK and contribute new and extensive insights to the existing literature in this field.

Perceived City Sustainability and Tourist Behavioural Intentions

The focus on the sustainability of tourism destinations and firms is a global trend. However, the implications of those investments in tourist behavioural intentions need further investigation. This study proposes a conceptual framework for exploring the influence of sustainability perceptions and travel behaviour on the intention to recommend and revisit. The results from structural equation modelling and importance–performance matrix analysis show a direct relationship between travel behaviour and perceived sustainability. Additionally, it shows a direct relationship between travel behaviour and perceived value, corroborating previous research on green tourists. By increasing perceived sustainability, managers and marketers can enhance their sustainability strategies based on tourists’ feedback and market the destination to more specific targets via tailored communication. Sustainability perceptions were also found to be a key driver of satisfaction and to have indirect consequences on behavioural intentions of loyalty, representing the ultimate goal of a destination.

Realizing Green Airport Performance through Green Management Intransigence, Airport Reputation, Biospheric Value, and Eco-Design

Studies on the effect of biospheric value, eco-design, and green management intransigence on perceived green performance in the tourism and hospitality industry are gradually emerging. However, more evidence is needed from the aviation industry or airport context, especially in Africa. This cross-sectional study aims to probe and demonstrate the effect of biospheric value on green management intransigence and perceived green performance, the mediating role of management intransigence and biospheric value, and the influence on pro-environmental behavior among airport management and employees. The extended theory of planned behavior (TPBe) and triple bottom line theory (TBL)/sustainable economic development theory (SED) (TBL/SED) set the foundation for this research study. With the case study approach, data were collected through online questionnaires from employees and management staff of two international airports in Lagos and Abuja, Nigeria. This scientific study contributes to the literature on green energy by shedding light on the importance of integrating green practices into airport operations with environmentally friendly programs. Its focus on green management intransigence and its implications on employees’ behavior has received little or no attention. The data were analyzed using PLS-SEM and Importance–performance matrix analysis (IPMA). The IPMA is innovative as it helps to extend the results of PLS-SEM by also taking the importance and performance of each construct into account graphically as it relates to green airport management. IPMA posits that management tends to take actions to improve conditions that enhance factors of most significant concern to stakeholders. Our results reveal the effect of biospheric value and the behaviors of management and nonmanagement staff of the selected airports on the green performance with apparent differences in the group-specific performance. In practice, this implies an urgent need for airport management to review their approach and strategy to sustainable practices, airports’ resilience, and adaptation to climate change for sustainable tourism development. This study advances scientific and practical knowledge of eco-design of airport buildings (EAB), biospheric-value (BV), and green management intransigence (GMI). The findings can assist decision makers and practitioners in embracing green technologies and practices in airport management and operations.

Project cost control system and enabling-factors model: PLS-SEM approach and importance-performance map analysis

PurposeThis paper reports the developments of a project cost control system (PCCS) for construction projects to (1) measure its current level of cost control maturity, (2) examine the relationships between elements within PCCS processes and (3) identify improvement areas.Design/methodology/approachThis study adopts a mixed approach of descriptive analysis and partial least squares structural equation modelling (PLS-SEM) to measure the current maturity level of PCCS and evaluate the relationships between elements within PCSS to identify improvement areas. Further importance-performance matrix analysis (IPMA) of priority constructs was conducted to improve a target construct and identify the most important areas of specific actions at indicator levels. The results of IPMA revealed the contrast that has the greatest importance on the performance of others so that the recommendations can be made accordingly. Data collected in New Zealand were used to develop the research model.FindingsThis study develops structural and measurement models with the constructs including pre-control, in-control and post-control processes, enablers and their proposed interrelationships. Then, data from survey of 184 experienced project cost control team members reveal that post-control has the lowest maturity or weakest areas in the PCCS. Data analysis facilitated by PLS-SEM confirmed that all the constructs in the structural model have positive and significant relationships with each other and suggested that systematic cost analysis reports, communication, skills and experience, defining roles and responsibilities, and top management's support should be the highest priority for improving the PCCS in a more effective manner.Originality/valueThis study presents one of the earliest attempts to develop and test an integrated model that links sub-processes in PCCS and their enablers. Secondly, this research adds to the construction project management literature by empirically verifying the roles of enablers in enhancing maturity level of PCCS.

Analysis of the Effect of Service Quality on Customer Satisfaction with Full Time Equivalent, Customer Satisfaction Index, and Importance Performance Matrix in the Time Care Service Center Section

Timecare Service Center is an official service center in Indonesia that provides aftersales services for watch products with certain brands that have established cooperation. Timecare Service Center has problems in the field of service estimators that have the task of repairing damage to customer products. The service estimator department often experiences an overload, which has a negative impact on employees and customers. A service quality analysis is carried out to determine the influence of these dimensions on customer satisfaction, and then customer satisfaction calculations are carried out. The customer satisfaction index, importance-performance matrix, full-time equivalent, and hypothesis analysis were used in the study. Based on the calculation results, a customer satisfaction index of 85.71% was obtained, which showed a high Time Care customer satisfaction index. The FTE value 2.22 is &gt; 1.28, categorized as a workload in the service overload estimator process. Five dimensions of service quality: four dimensions positively and significantly influence customer satisfaction. The mapping results with the Importance Performance Matrix are known to have two items that must be improved: tangibles and responsiveness.

Determinants of effectiveness of computer-assisted audit techniques in the public sector

The increasing complexity of transaction processes in every organization, both private and public, has led auditors to develop computer-assisted audit techniques (CAATs). However, potential risks, difficulties, and challenges can hinder the effective implementation of CAATs. The purpose of this study was to examine the factors that influence the effectiveness of the implementation of CAATs in the auditor public sector. The study collected the data by distributing questionnaires to respondents. The sample comprised 225 government auditors in Indonesia, namely the Audit Board of the Republic of Indonesia (BPK). The data were analyzed using the least squares structural equation modeling and importance performance matrix analysis (IPMA). The results show that auditor competence and system quality support the effectiveness of using CAATs. In addition, policies and audit evidence do not affect the effectiveness of CAATs’ use. Other test results using IPMA show that the most critical variable influencing performance is competence in support of increasing the effectiveness of CAATs. These findings indicate that the effectiveness of CAATs use in BPK as a government audit agency requires the support of auditor competence and system quality.