Modified Importance-Performance Analysis Research Articles

A Study on Tourist Satisfaction Based on the Conservation and Reuse of Alleyway Spaces in Urban Historic Neighborhoods

The preservation and reuse of historical alley spaces infuse these areas with renewed vitality, which holds significant importance for the direction of preservation and restoration efforts in historical districts. This paper focuses on Jinyu Alley in Quanzhou and identifies a study targeting tourists for the protection and reuse of historical alley spaces. Through preliminary research and interviews, a system of evaluation indicators for urban historical alley spaces post-usage was established using a factor analysis, extracting five main components: historical context, neighborhood space, commercial environment, supporting facilities, and operational management. Additionally, a modified importance–performance analysis (IPA) method was employed to conduct a quadrant analysis on tourist satisfaction evaluation indicators. Transformation quadrant distribution maps of various evaluation indicators reveal dissatisfaction among tourists with certain aspects of supporting facilities, the commercial environment, and neighborhood space. Relevant departments should prioritize improvements in dining quality, business variety, neighborhood traffic connections and transformations, neighborhood space form and scale, landscape greening, environmental elements, parking availability, and trash bin density for future enhancements. Finally, based on the results of tourist satisfaction surveys and information gathered from interviews with a minority of residents, a more inclusive and sustainable strategy for the protection and reuse of historical alley spaces is formulated.

A study on post-Covid-19 passengers" airline choice attributes using modified Importance-Performance Analysis (IPA): a comparative study across generations

A study on post-Covid-19 passengers" airline choice attributes using modified Importance-Performance Analysis (IPA): a comparative study across generations

Perspective from Chinese Tourists: Study on Urban Tourism Experience of Seoul City Based on Online Travel Notes

The outbreak of the COVID-19 pandemic has had a serious impact on the tourism of Seoul, which is deeply dependent on international tourists. It is now more crucial than ever to make preparation for tourism recovery. Hence, this study took the travel notes posted by Chinese tourists in Seoul as a data source and applied manual content analysis to encode urban tourism experience (UTE) elements from travel notes, scoring them one by one and, consequently, obtaining the Seoul UTE element structure table. On this basis, the paper used social network analysis (SNA) and modified “importance–performance” analysis (MIPA), which complement each other, to thoroughly analyze the structural characteristics of elements and experience quality. The content analysis concludes that the Seoul UTE includes twenty-eight elements; SNA analysis shows that the network structure has high internal coordination and that UTE elements present aggregation with an indication of obvious differentiation of tourist sources; MIPA analysis reveals that overall experience quality is high, and an evaluation of traditional elements such as shopping and catering found them to be good; however, the evaluation of some core elements is low. With the help of our findings, it is hoped that this study can provide a better understanding and mastery of Chinese tourists’ demands and experiences to further improve tourism competitiveness for the industry’s recovery after post-COVID-19.

The Effect of Learning Factory Approach on Technology Management Education for Social Science Students

To cultivate technology management talents for industry, higher education institutions have developed technology management education since the 1990s. The purpose of introducing technology management course into non-technology discipline, especially Business School, aims to help enterprises foster talents to make appropriate technology-related decisions. This work addresses students’ conception performance of learning technology management. This research employs a modified Importance-Performance Analysis method to analyze the course contents’ understandability before and after learning by a questionnaire survey. As the results show, the mean scores of almost all themes before learning are below average and median. However, after class, the scores show minor deviation and notable progress, almost twice the scores before learning. That is to say; a scenario-based learning factory approach is effective for the non- technology students to learn technology management knowledge. Besides, there are two teaching themes with low prior knowledge creating major performance and nine teaching units with little prior knowledge creating less improvement. The teaching effort should be addressed in these nine teaching units to improve learning performance in technology management.

ANALISIS KUALITAS PELAYANAN MAHASISWA MENGGUNAKAN MODIFIED IMPORTANCE PERFORMANCE ANALYSIS

Nowadays, the development of technology is very influential to all aspects of community life, one of them is in education. Universities have a very important role in the world of education, with the technology then the work will be more effective and efficient. To improve the quality of service on education supported by human resources that work, in this study will be measured in the academic section and in the financial section through a questionnaire given to students who have received service from the section. In this research, the methods used to measure the performance of these parts are the modified importance performance analysis (MIPA) method. MIPA can measure the value of comparison between the level of importance of service quality and service performance level from the performance of academic part with the financial part as comparator. Data collection is obtained from the dissemination questionnaire to students STMIK PPKIA Tarakan, as many as 100 questionnaires. The results of this research, based on mapping the quality of MIPA services obtained attribute results of the existence of friendly employees in the top priorities are quadrant I, employees know the needs of students and the appearance of employees when serving students entered in Quadrant II, understanding employees in understanding the students ' problems and obtaining a fast solution, the speed of employees in serving students, Ministry of students regardless of social status , and those entered in Quadrant IV are attributes of employee existence during working hours, employee ability in responding to student complaints.

Brand prestige and affordable luxury: The role of hotel guest experiences

The concept of affordable luxury has elicited attention among hoteliers in recent years. This study developed and tested an instrument to measure hotel guest experiences of an affordable luxury hotel and investigated the influence of three dimensions of hotel guest experience on brand prestige (BP) namely physical environment (PE), guest-to-staff encounters (GSEs), and guest-to-guest encounters (GGEs). A total of 423 usable self-administered questionnaires were obtained from the guests of an affordable luxury hotel. Exploratory factor analysis and confirmatory factor analysis were used to reduce and confirm the measurement model of the proposed constructs, respectively. Structural equation modeling was adopted to test the proposed relationships. All three dimensions are significant antecedents of BP. PE is the most important, followed by GSEs, and then GGEs. A modified importance–performance analysis (IPA) was conducted by comparing the perceived performance and the derived importance of the guest experience attributes. This demonstrates how individual hotel can use the IPA to identify specific areas of improvement on the hotel guest experience attributes.

Tourist Services Quality Gap Analysis in National Parks of Ethiopia: Evidence from Nech Sar National Park

Because of their stupendous animal displays and the often attractive scenery, the national parks of Ethiopia are drawing increasing numbers of tourists. Nevertheless, most parks are blamed as the facilities are being below the expectations of the visitors. The study employed a modified Importance-Performance Analysis (IPA) model. To achieve the desired objective 87 sample visitors were used to evaluate Nech Sar Park and the gap between importance and performance was assessed. The results of the empirical analysis confirmed that transportation (accessibility), safety (security), livelihood option, and availability of shower facilities were found to have high importance and low performance. As a result, for the effective management of the park and to manage visitors’ expectations, the administrators of Nech Sar National Park should focus on the attributes which have high importance and low performance.

Using modified IPA to define quality improvement strategies

Purpose – The purpose of this paper is to propose a modified Importance-Performance Analysis (IPA) model and calculates the performance of quality characteristic for the purpose of defining quality improvement strategy. Design/methodology/approach – This study developed modified IPA by introducing the Mahalanobis Distance and multiple regression analysis to evaluate the performance gap and implicit importance of quality characteristics. This paper used a large air-conditioning manufacturer in Taiwan as the case analysis and study targets. It discussed and validated the modified IPA analytical results by studying case history and market analysis. Findings – Through the case study, the quality characteristics of air-conditioning product and service needed to be improved immediately are Green product (Q3) and Repair service (Q10), and the Price (Q11) and Serviceability (Q2) could be kept or enhanced to win the market competitive advantages. Originality/value – This study developed a modified IPA to help organization identifying key quality characteristics of product and service, and choosing its improvement strategies to win the market competitive advantages effectively.

M-IPA 기법을 이용한 하이패스 만족도 제고 방안

The electronic collection system(ETCS), is globally used in about 40 countries. In Korea, the Korea Expressway Corporation led the nationwide introduction of the ETC system in 2007 under the brand name of the Hi-pass. Since then, Hi-pass, with its rate of average daily use reaching about 70%, has become an essential facility in Korean expressways. To identify users` perception on Hi-pass (satisfaction, preference, etc.), this study conducted a Modified Importance-Performance Analysis (M-IPA). With this, this study attempted to identify the kind of efforts necessary to enhance current Hi-pass users` convenience and satisfaction. According to the result of M-IPA, the items including non-stop payment and toll are identified as key items that require further improvement. For improvement in the non-stop payment item, operations of Hi-pass booths appropriate for the demand for Hi-pass use and the selection of Hi-pass booths` locations in consideration of entry and exit lanes need to be improved. In addition, with regard to the toll item, although discount is currently provided to Hi-pass users, thus, PR thereof will have to be strengthened. It is expected that this study will be used as basic data to devise methods of enhancing Hi-pass usage through improvement of Hi-pass users` satisfaction.

Service Quality at Theme Parks

ABSTRACTThe understanding of the customer’s attitude to a product is essential for the market analysis. This type of analysis can identify the factors that contribute to a higher level of customer satisfaction, through its contribution to planning of effective marketing strategies. Service quality information can be used by marketing professionals to manage consumer expectations or to implement quality improvements, which lead to higher overall customer satisfaction, brand reputation and product sales. A modified Importance–Performance Analysis (IPA) model was used to evaluate a sample of 655 E-Da World theme park visitors in Kaohsiung, Taiwan, where the gap between importance and performance was assessed. The findings indicate that managers of E-Da theme park should focus on safety and value, since they to have high importance and low performance. The research findings indicate that IPA is an effective model and has the potential to become a valuable strategic management and decision-making tool. This article contributes to the literature by extending the use of importance-performance model for theme park management decision-making.

Evaluating communication competency of tour guides using a modified importance-performance analysis (MIPA)

Purpose The purpose of this research is to evaluate the communication competency of tour guides using a modified importance–performance analysis (MIPA). Tour guides are cultural ambassadors of a country; their communication skills can make or break tourists’ experiences with guided tours and memories of a destination. Design/methodology/approach Data were collected from 387 professional tour guides representing 38 per cent of all tour guides in Antalya, Turkey. The study further performs factor analysis using 32 communication competency items to determine underlying performance dimensions. This is followed by an MIPA to statistically identify the gap between factors that tour guides consider important and their perceptions of how they perform on these factors. Findings The study reveals that tour guides need improvement in verbal skills such as grammar, manner of speech and choice of words, as well as non-verbal behaviors such as approachability and the ability to remain friendly while maintaining a certain personal space. Research limitations/implications Due to the nature of this study and certain time limitations, the most effective method proved to be collecting data from a convenient sample of tour guides during their annual workshop. The theory of behavioral communication competency details theoretical and practical implications. Practical implications The study findings provide tour operators and the Association of Professional Tour Guides with a platform from which they can launch educational seminars and workshops to enhance tour guides’ communication competency. Originality/value The study contributes two main findings: This research provides a first-of-its-kind examination of professional tour guides’ communication competency using MIPA. The study improves the efficacy of traditional importance–performance analysis (IPA) models by enhancing them with a gap analysis through a t-test and effect size analysis including a gap analysis takes the arbitrariness out of the process of determining the location of items within the IPA grid. Tourism service providers can use these findings to offer educational seminars that can increase the skill sets of tour guides.

Deploying effective service strategy in the operations stage of high-speed rail

This paper utilizes a confirmatory passenger continuance behavior model to appraise high-speed rail service quality and performance. Surveys are administered for Taiwan High-Speed Rail (THSR) and Korea Train eXpress (KTX) corporations to gain an understanding of passengers’ perceptions of the operational performance using a proposed satisfaction index. A modified importance–performance analysis is employed to enable elaboration of strategic service management decisions. The empirical study concludes that level of access to THSR station and personal space on KTX train are the top-priority quality indicators that need to be addressed to improve customer satisfaction and corporate profits.

M-IPA를 이용한 해수욕장 Barrier Free 환경조성 요소의 개선 우선순위 분석

많은 지자체들이 도시시설을 장애물 없는 (barrier free, BF) 환경으로 조성하기 위한 노력들을 기울이고 있다. 그러나 선행연구는 장애인만을 주 분석대상으로 BF 환경 조성요소들을 도출한바 장애인과 비장애인의 공통개선요소와 이용자별 개선요소를 고려한 BF 환경조성방안에 대한 연구는 미흡한 실정이다. 본 연구는 부산광역시 해수욕장을 이용한 장애인과 비장애인의 BF 환경 조성요소들에 대한 만족도를 변형된 중요도-만족도 분석 (modified importance-performance analysis)기법을 적용하여 개선 우선순위를 도출하였다. 분석결과 장애인과 비장애인의 공통개선요소인 "위생시설"의 개선이 가장 시급할 것으로 판단되며, 장애인을 대상으로는 "매개시설"의 개선이, 비장애인을 대상으로는 "편의시설"의 개선이 필요한 것으로 나타났다. 이러한 분석결과는 장애인과 비장애인이 대상 해수욕장시설 이용 시 장애가 되는 요소들이 이용자의 특성에 따라 달라질 수 있음을 나타낸다. 본 연구는 장애인과 비장애인의 BF 생활환경 조성 요소에 대한 만족도를 분석하여 공통개선요소와 각 이용자별 개선요소를 제시함으로서 BF 관련 정책수립과 예산책정에 유연성을 부여할 수 있을 것으로 기대된다. A number of cities are committed to enhancing the barrier-free (BF) environments. However, no attempts have been made to examine the BF environment design concept by accounting for the universal BF components, which should be improved for providing both disabled people and non-disabled people with better BF environments. With this challenge in mind, this study determines the improvement priorities of BF components for beaches in the city of Busan by investigating the results of satisfaction survey, which was administered to disabled and non-disabled visitors. The modified importance-performance analysis (M-IPA) results show that "sanitation facilities" are the universal BF components having the highest improvement priority. The analysis results also indicate that "access facilities" have the second highest improvement priority for disabled people while "amenity facilities" have the second highest improvement priority for non-disabled people. It is highly expected that the suggested improvement priorities of BF components can be used for policy makers to develop more flexible plans when designing the BF beach.

Using BPNN and DEMATEL to modify importance–performance analysis model – A study of the computer industry

The importance–performance analysis (IPA) model has been widely used as the primary tool for customer satisfaction management. IPA is a 2-D matrix analysis based on the importance and performance of the organization from the customer perception of quality. The firm’s customer satisfaction management strategy is formulated according to the IPA analysis results. However, both conventional and modified IPA models have important hidden assumptions: (1) assumptions regarding the importance of quality characteristics and performance; (2) the assumption that performance and satisfaction have a linear relationship; (3) that quality characteristics are mutually independent variables, with no causal relationship. Under these assumptions, if the quality characteristics cannot meet the above-mentioned assumptions, the conventional and modified IPA models will not accurately analyze the importance and priority ranking for improvement, leading to wrongful decision making. This study puts forth a new decision making and analysis methodology that will, on one hand, exploit the back-propagation neural network (BPNN) to establish quality characteristics and the hidden important integral satisfaction assumptions. The decision making trial and evaluation laboratory (DEMATEL) is used to calculate the causal relationship and extent of mutual influence among the qualities to adjust the importance of the quality characteristics and identify the core Order-Winners and Qualifiers problems. The proposed method modifies the quality importance and improves the IPA model ranking and also resolves difficult practical problems with fewer resources. This study illustrates using Taiwan industrial computer, working in conjunction with IPA models established with BPNN and DEMATEL to observe its application and effect.

Evaluating e-government in Malaysia: an Importance-Performance grid Analysis (IPA) of citizens and service providers

Using a modified Importance-Performance Analysis (IPA) grid (Martilla and James, 1977), this paper describes the evaluation of a leading e-government project in Malaysia from the perspectives of both providers and citizens. Respondents were asked to rate the importance which they attached to each of the benefits from e-government, followed by a performance rating of these items. The IPA grid was then used to interpret the responses. This study enabled us to identify areas for strategic focus in the development of future Malaysian e-Government strategy including a number of useful guidelines and recommendations for policy makers.

Modify IPA for quality improvement: Taguchi's signal‐to‐noise ratio approach

Purpose – Importance performance analysis (IPA) is a technique widely used to assist organisations in developing marketing strategies and improving products or service quality. Many scholars have revised IPA to augment its effectiveness. However, this involves some unknown problems that could lead organisations to make wrong decisions. This paper aims to look at this issue.Design/methodology/approach – As a solution, this paper introduces Taguchi's signal‐to‐noise (S/N) ratio approach to treat ordered categorical data in analysing customer satisfaction and integrates it with gap analysis (GA) through S/N ratio to develop a modified IPA model. A Taiwan air‐conditioning manufacturer maintenance and repair service is illustrated to demonstrate the method.Findings – According to the test case, the modified IPA model obtained more reliable results than the traditional IPA method, considering the central tendency and variance from different customer perceptions. The proposed method can determine exact marketing...