Importance-satisfaction Model Research Articles

Integrating Importance-Satisfaction Model and Performance Evaluation Matrix to improve service quality

Purpose: The Taiwanese coffee market is growing every year, together with progressive changes in national habits and the concept of drinking coffee. This study examines a particular coffee studio and explores its service quality within a competitive environment as a basis for improvement. Research methodology: The design of service elements for the questionnaire was based on the relevant literature. The study identified 19 quality attributes as survey items, all of which were then subsumed under the Importance-Satisfaction Model (I-S Model) and Performance Evaluation Matrix (PEM) for service quality. Results: There are 8 service elements falling in “Excellent area,” 3 service elements falling in “To be improved area,” 3 service elements falling in “Surplus area,” and 6 service elements falling in “Care-free area” as shown by the results of Importance-Satisfaction Model introduction. With regard to the Performance Evaluation Matrix which are introduced later on, 2 service elements fall in “Priority improvement area,” 17 service elements fall in “Improvement area,” and 1 service element falls in “Maintenance area.” Limitations: The results of this study are only applicable to the analysis of the coffee studio survey, and cannot be extrapolated to explain improvements in service quality across the entire coffee industry. Contribution: It is expected that items in dire need of improvement can be confirmed by introducing a service quality model to enhance service quality, build a corporate image, and increase competitive advantage.

Analyzing differences in customer satisfaction on the video streaming platform Netflix

Purpose: With the rise of online video streaming platforms and the preventive measures taken during the COVID-19 pandemic, staying at home has become the preferred choice for people. As a result, online video streaming platforms, one of the components of the home economy, have experienced rapid growth. Netflix is a subscription-based service that offers movies and TV shows, delivering media content to subscribers through internet streaming. Research methodology: This study utilizes the Importance-Satisfaction Model (I-S Model) as a research tool to explore customer satisfaction levels. Through literature review and expert confirmation, 16 key quality factors were identified for conducting importance and satisfaction surveys among Netflix customers. Additionally, demographic variables such as gender, marital status, education level, occupation, and age were analyzed for differences in the Importance-Satisfaction Model. Results: The study reveals that out of the overall Importance-Satisfaction Model, 2 factors fall in the "Improveme+nt area", 9 factors fall in the "Excellent area ", 4 factors fall in the "Careless area ", and 1 factor falls in the "Surplus area ". Limitations: The respondents were not randomly selected from all OTT video platform users, and furthermore, due to limitations in the distribution channels of the questionnaire, the age range of the respondents in this study was concentrated in high school, college, and young working groups. Contribution: These findings indicate that consumers are generally satisfied with the service quality provided by Netflix.

Winning customers' hearts and minds using DFSS in the insurance industry

PurposeThis study aims to simultaneously examine customer complaints through the proposed novel Design for Six Sigma (DFSS) model which incorporates of creating the new insurance services to win customers' hearts and mind for the insurance industry.Design/methodology/approachA novel DFSS research methodology which includes the theory of inventive problem solving (TRIZ), Pugh concept selection, creative product analysis matrix and importance–satisfaction model (I–S Model) was proposed. In addition, a real insurance company case was studied to illustrate the effectiveness of the proposed DFSS model.FindingsThe results of a novel DFSS model not only can establish new services, but also can dramatically reduce the cost of resolving customer complaints.Practical implicationsThe findings of this study are useful for insurance companies and other related service providers in devising tailored strategies to offer quality and suitable services to their customers.Originality/valueThis study addresses the paucity of research and marketing gaps through the proposed novel DFSS model for the first time in the insurance industry. These study findings would enable researchers and practitioners to formulate strategies for solving customer complaints effectively and develop new services from time to time.

IS-DT: A New Feature Selection Method for Determining the Important Features in Programmatic Buying

Traditional data-driven feature selection techniques for extracting important attributes are often based on the assumption of maximizing the overall classification accuracy. However, the selected attributes are not always meaningful for practical problems. So, we need additional confirmation from the experts in the domain knowledge to determine whether these extracted features are meaningful knowledge. Moreover, due to advances in mobile devices and wireless environments, programmatic buying (PB) has become one of the critical consumer behaviors in e-commerce. However, it is extremely difficult for PB service providers to build customers’ loyalty, since PB customers require a high level of service quality and can quickly shift the purchases from one website to another. Previous studies developed various dimensions/models to measure the service quality of PB; nevertheless, they did not identify the key factors for increasing customers’ loyalty and satisfaction. Consequently, this study used an importance–satisfaction (IS) model as domain knowledge and proposed a new IS-DT feature selection method. This new IS-DT method combined the IS model and the decision tree (DT) algorithm to extract useful service quality factors for enhancing customer satisfaction and loyalty in PB. An actual case was also provided to illustrate the effectiveness of our proposed method. The results showed that for increasing customer satisfaction, the highest impact factors included “problem solving”, “punctuality”, “valence”, and “ease of use”; for building customer loyalty, the most important factors were “expertise”, “problem solving”, “information”, “single column”, “voice guidance”, “QR code”, “situation”, “tangibles”, “assurance”, “entertainment”, and “safety”. Our IS-DT method can effectively determine important service quality factors in programmatic buying.

A Kano–IS Model for the Sustainable Renovation of Living Environments in Rural Settlements in China

By 2020, there will be 2.36 million natural villages in China, with more than 500 million people living in them. Although China’s 2018 “National Rural Revitalization Strategy” has clarified the importance of the rural environment, the sustainability of living environments in rural settlements is generally ignored. However, current renovation work is implemented as per the same set of standards and is not sufficient to reach the highest satisfaction levels and sustainable development because the optimal renovation indicators are not selected according to local conditions. To address these issues, this work carried out a series of literature reviews and expert interviews to propose indicators applicable to the sustainable renovation of living environments in rural settlements in China. The questionnaire survey was conducted in a typical Chinese village in order to verify the feasibility of this decision model. Furthermore, the Kano model was organically combined with the importance–satisfaction (IS) model from the villagers’ point of view to establish a model analyzing the optimal indicators of the sustainable renovation. The results show that this model determines the priority of elements that need to be improved or maintained, based on which village administrators can make better management decisions and which government managers can invest limited government resources in key sectors, thus creating sustainable living environments in rural settlements and enhancing the satisfaction of villagers. It is suggested that the opinions of village administrators and planners be considered to optimize this model further.

Prioritizing hotel lobby design factors: perspectives of hotel operators in China

ABSTRACT The hotel lobby is where a guest forms his or her first impression of a hotel’s brand image and quality; hence, integrating appropriate design criteria into hotel lobby design is a value creation act. The novelty and aim of this study is to identified and categorized 15 hotel lobby design factors and ranked their importance and satisfaction levels from hotel operators’ perspective to achieve value innovation and sustainable operations management. For this purpose, it systematically developed a questionnaire based on the Kano method and conducted a questionnaire survey on 30 hotel operators in China. Yang’s importance-satisfaction model was applied in data analysis. The study found that economic advantage and value creation are must-be and one-dimensional aspects, and considerations such as modular design, appropriate construction management and cost control, ease of maintenance and repair, and atmospheric design methods are important economic advantage criteria. Strategies involving these considerations facilitate value innovation and sustainable operations and guarantee a comfortable and environmentally friendly stay to hotel guests. The findings not only clarify hotel operators’ insights regarding the use of attractive factors in hotel lobby design but also serve as a reference for international hotel operators to develop possible business models with lobby design strategies.

The international visiting scholar experience: insights from an importance-satisfaction study

ABSTRACT The number of international visiting scholars engaged in research and teaching at institutions of higher education in the United States has increased significantly over the past two decades. While there is an extensive body of literature dedicated to understanding the acculturation process of international students, very little research has focused on the experiences of visiting scholars at their host institution. Using the importance-satisfaction model as a conceptual framework, this study investigates the experiences of over 100 international visiting scholars at a mid-sized university in the Mid-Atlantic region of the US. Specifically, it examines the importance and satisfaction ratings of various aspects of their program across ten different dimensions of institutional experience. Analyses from the present research reveal gaps in service quality, indicating areas where additional resources and improvement in support and services might be needed. Implications for university administrators and host departments are discussed.

Investigating pharmaceutical logistics service quality with refined Kano's model

This study applies the refined Kano model and importance-satisfaction model to investigate medical institutions' satisfaction with and perceptions of importance of domestic pharmaceutical logistics services. Survey data involving 104 respondents from medical institutions are analyzed with importance-satisfaction and the refined Kano model. The results demonstrate that the refined Kano model will generate different classification of quality attributes for the pharmaceutical logistics industry, and medical institutions with different characteristics really have varying responses to quality attributes of pharmaceutical logistics services. The present research contributes to the literature by demonstrating that provision of high-value-added and crucial quality attributes by service providers can give them an edge in the market. In addition, when service providers understand their customers’ attitudes toward innovative service, it can enable them to strengthen their tactics in a competitive market.

An improved service quality measurement model for soundscape assessment in urban public open spaces

The well-known service quality measurement (SQM) models, Importance-Satisfaction (I-S) model and Improvement index (Ii) model, have been recently proved useful in the analysis of soundscape quality. By combining the concepts of soundscape and quality management, this paper proposes an improved SQM model for soundscape assessment in urban public open spaces. Instead of using the I-S model, the Preference-Satisfaction (P-S) model was developed for soundscape quality evaluation, which can simultaneously assess the importance, satisfaction and improvement direction of soundscape elements and provide more accurate and comprehensive information for guiding the soundscape management and improvement. The proposed methods were subsequently applied to case studies in eight ordinary urban public open spaces in Fujian Province, China, and provided detailed information about the soundscape quality of these surveyed open spaces as well as their improvement strategies. The results have demonstrated the practicality and effectiveness of the proposed method. To the authors' knowledge, practical applications of quality management methods (or its variations) to urban soundscape study are still limited in the literature; therefore, the proposed method and findings of the current study could be valuable for both practical soundscape design and academic research.

Using the Importance–Satisfaction Model and Service Quality Performance Matrix to Improve Long-Term Care Service Quality in Taiwan

The present study integrates the importance–satisfaction (I-S) model and service quality performance matrix (SQPM) to examine long-term care (LTC) service demands and satisfaction improvement. Many scholars have used a single model to explore project improvement. Each model has advantages, but we think they are too subjective and suggest that it is best to integrate models to determine what should be improved. We established quality attributes of service demands based on more than two sessions of discussions and expert consultations with LTC service users (older adults). The final questionnaire was divided into three parts: a demand survey, satisfaction survey, and demographics survey, and 292 valid questionnaires were collected. The questionnaire items were summarized with means and standard deviations. In this study, if only the I-S model was used to examine LTC in Taiwan, then seven service elements of the system would need to be improved. However, if only the SQPM method was used, then 16 service elements would need to be improved. Only seven service elements were identified by both methods. When time and resources are limited, it is not feasible to take comprehensiveness into account. When many projects must be improved and it is impossible to implement them at the same time, improvement priorities need to be developed. Taiwan lacks sufficient LTC resources, so it is impossible to provide enough resources for all those who need care. To use resources efficiently, the I-S model and SQPM were integrated in this study to identify areas for improvement.

Service Quality and Customer Satisfaction in Pharmaceutical Logistics: An Analysis Based on Kano Model and Importance-Satisfaction Model.

The implementation of National Health Insurance in Taiwan has affected the medical industry by significantly depleting the supply chain’s profits. Service providers in the medical industry must meet the dual-service expectation of serving as medical manufacturers with upper reaches and as suppliers in the downstream marketing channel. As a result, service providers must anticipate customer requirements, offer new service items that align with customer demands and improve the quality of existing services. This study aims to examine consumer perspectives about service satisfaction in the domestic medical industry using Kano’s two-dimensional model. In addition, it employs the importance-satisfaction model to determine service items that need improvement. The empirical findings show that consumer perceptions about service quality attributes vary and thus, service items may be categorized differently in Kano’s model. Further, the reliability of service quality significantly affects customer satisfaction. Thus, service providers can gain a competitive edge and maintain their market position by offering high value added and critical quality attributes. Finally, analyzing customer attitudes toward new service items for indifference quality will help service providers determine effective tactics in a competitive market. In general, service providers should assign higher priority to items that customers consider in need of improvement.

PENERAPAN MODEL IS-DEMATEL DALAM ANALISIS KUALITAS LAYANAN RESTORAN SOLARIA DI JAKARTA TIMUR

The restaurant business has grown rapidly over time. To be able to compete with other restaurants, restaurant management must improve service quality so that customers can satisfied and loyal. This study aims to measure customer satisfaction toward the services quality of Solaria restaurant by using the integration model of the Importance-Satisfaction Model (IS) and Laboratory Decision Making and Evaluation Laboratory (DEMATEL). The IS model is used to classify service quality attributes that must be prioritized for improvement, while DEMATEL is used to understand the relationships between attributes that must be improved. The IS diagram shows that there are 3 attributes in the first quadrant, 4 attributes in the second quadrant, 8 attributes in the third quadrant, and 3 attributes in the fourth quadrant. The service attributes are then further analyzed in the DEMATEL model. From the results of the IS-DEMATEL model, it is obtained the priority sequence that needs to be improved by the restaurant. The main priority for repairs is a clean dining room, while the last priority is an interesting food menu.

A method for assessing soundscape in urban parks based on the service quality measurement models

The importance of the quality of the soundscape to the total environment of urban parks has been widely realized. With the purpose of exploring more efficient and effective approaches for the evaluation and analysis of the soundscape quality of urban parks, the quality assessment theories and methods that used in the areas of quality management and service industry are adopted in this study. A quality evaluation method for the soundscape is then proposed based on two well-known service quality measurement (SQM) models, Importance-Satisfaction (I-S) model and Improvement index (Ii) model. By simultaneously assessing both importance and satisfaction of soundscape elements in urban parks, this method can provide detailed and comprehensive information that can be used for guiding the soundscape design and improvement of urban parks. Finally, the proposed method is applied to a case study in Hong Kong. Based on the analysis of the data collected by questionnaire survey in this case study, the practicality and effectiveness of the proposed method is demonstrated, and a practical decision-making strategy for soundscape quality improvement of urban parks is summarized. According to the authors’ best knowledge, this study is the first attempt to apply the SQM method of combining I-S model and Ii model to the soundscape study of urban park. The ideas and findings not only benefit the practical soundscape management, but also provide a valuable reference for the academic research of soundscape.

An Empirical Study of Constraints of Chinese Women’s Leisure in Theme Park

Research about women’s leisure constraints has grown consistently over the past 30 years from differentperspectives. In this study, the authors used leisure-constraint theory and importance-satisfaction model toresearch this subject under the context of Chinese culture. The authors found Chinese women’s leisureconstraints with data from a sample of 186 women tourists from three theme parks. In study 1, the resultsshowed that the constraints of Chinese women’s leisure included three kinds of types as intrapersonal,interpersonal and structural. The authors examined the specific constraints of women’s leisure using theme parktourists' satisfaction model and importance-satisfaction mode in Study 2, the results suggested that diet,entertainment and service perception were assessed as being important to women tourists, but of unsatisfactoryperformance. Further, managerial implications of improving women tourists' leisure quality and exploitingwomen market value are discussed.

Application of importance and satisfaction indicators for service quality improvement of customer satisfaction

In the contest of competitive differentiation and customer retention, both service quality and customer satisfaction have increasingly been identified as the major factors. Through integration of ‘importance-satisfaction model (I-S model)’ and ‘performance control matrix (PCM)’, this study provides a more complete evaluation model for improving service quality attributes. Due to limited business resources, the providers must plan appropriate strategies to control costs while improving service quality, so as to ensure a viable competitive edge. This study has been identified as the five attributes whose improvement should be noted as the first priority and the six attribute whose improvement should be given subsequently. These models can meet the important demands and improve the satisfaction level of customers, as well as promote the development of importance level investigations. This study shows that the I-S model and the PCM not only offer an excellent measuring model but also confirm the improvement attributes.

Constructing innovative service quality for department stores

In recent years, service industries in many countries have grown rapidly and now play an important role in national employment and GDP; moreover, as living standards have risen, intangible service qualities have become increasingly important. Thus, as one of the closest commercial links to consumers, department stores should strive to enhance the quality of their services to attract and retain customers and to maintain their competitiveness. In this study, the Retail Service Quality Scale was adopted and the Kano and Refined Kano models were applied to extract service-quality factors; then, the importance-satisfaction (I-S) model was used to clarify the service-quality factors to be improved before employing the theory of inventive problem-solving method to measure innovation. Finally, the service-quality and quality factors falling in the I-S model's excellent area were imported into quality function deployment using the voice of the customer process to establish a department-store house of quality for innovative service. Based on its empirical results, this study proposes a general framework for innovative service-quality for department stores to use in formulating service innovation strategies. The findings and developed framework will improve the performance of department stores by enhancing the quality of service.

이동통신회사의 임차료에 영향을 미치는 요인 분석을 통한 임차비용 관리방안 연구

A cell site lease is a legal agreement by which the owner of a building or a piece of land allows a wireless carrier to use part of it for a cell tower for a period of time in return for money. Wireless carriers spend significant money for cell site leases. This paper tries to find factors affecting cell site leases and management solutions to save lease costs. In other words, this research identifies any factor influencing cell site leases among age, gender, and geographical area in the first problem and determines management priorities using an importance-satisfaction model in the second problem. This paper can provide wireless carriers with effective decision making tools and a basis for negotiation of cell site leases, as they do not have enough bases for negotiation.

Kano 모델을 이용한 수정된 중요도-만족도 분석

Importance-Performance Analysis(IPA) is a well-known methodology to find the area for improvement. However, the IPA uses different strategies depending on an attribute falls in either 'Concentrate', 'Keep up', 'Possible overkill', or Low priority' quadrant. Problems can occur when attributes locate near the demarcation lines. To solve this problem of IPA, I suggest a modified importance-satisfaction analysis which integrates the Slack(1994)'s diagonal approach and Kano's ASC(Jang et al., 2012) into Yang(2003)'s Importance-Satisfaction model. For this, I investigated 21 smartphone's quality attributes, which adopted from Song and Park(2012)'s study, and conducted a survey of 280 university students for the results of Kano' model and the importance and satisfaction of the quality attributes. The results show that the proposed model enables the business managers to prioritize the quality attributes for improvement through the interpretation on the continuous diagonal line using the Kano's questionnaire only, without acquiring any additional survey for importance of attributes. Accordingly, it is expected that the newly proposed method will diminish the limitation of the existing IPA. In addition, to test the validity of the ASC, this study conducts a comparative analysis between the Kano's ASC and Tontini(2007)'s method to determine the relative importance of quality attributes.

Determination Of Improvement Priorities In Education With Importance-Satisfaction Analysis And Taguchi Method: A Case Study

Determining customer needs and ensuring customer satisfaction are very important and essential issues in educational services. The factors which cause this dissatisfaction must be determined and the necessary arrangements must be constructed to achieve these goals. In this study, the correct selection of quality factors and determination of priorities for improvement are aimed in the education sector. Taguchi's statistical experimental design method is used to identify and rank the factors affecting the quality to be improved by using importance-satisfaction model to measure the quality of educational services. First, a questionnaire assessing satisfaction of the education services is applied to 26 students studying in the Department of Industrial Engineering at Suleyman Demirel University and then it is asked them to evaluate the degree of education for the crucial importance of service quality factors which are asked in the earlier survey. After determining the factors to be improved by using the importance-satisfaction model, 4 critical factors to be urgently improved are determined with the Taguchi method by using a second survey asking to 12 students whether or not these factors be in the survey.

Capturing customer value creation based on service experience – a case study on News Café

The rapid growth of the service sector in almost every economy in the world has created a significant amount of interest in service operations. In practice, the impact of the service experience on consumers’ satisfaction is important for service marketers. Many service providers have sought the use of various enhancement actions to improve their performance. To be really successful, a service provider must create value for its customers. Based on the five dimensions of SERVQUAL, a questionnaire is utilized to evaluate the service experience of customers from the view of customer journey. In addition, the article also explores the concept of the importance–satisfaction model, the refined Kano–Blue Ocean model, and associates it with customer value. The results of the study demonstrate a new framework, illustrating the service experience, which dimensions influence the service experience, how to select appropriate practical actions, and how it is linked to customer value.