Revised Importance Performance Analysis Research Articles

A decision framework for improving the service quality of charging stations based on online reviews and evolutionary game theory

With “charging anxiety” gradually replacing “range anxiety” as the major obstacle for consumers to purchase electric vehicles (EVs), the quantity-driven rather than quality-driven charging station development model barely meets the development of the EV market. It is of great practical significance that a comprehensive and in-depth insight into charging stations’ customer requirements (CRs) to uncover their pain points and improvement measures. Therefore, this study develops a decision framework for improving EV charging service quality based on quality function deployment (QFD). First, CRs are extracted based on charging station online reviews and classified by the revised importance performance analysis (IPA) method to identify the charging service’s main highlights and pain points. Then, the process of achieving consensus among experts on evaluating the correlation between CRs and service design requirements (DRs) is considered as an evolutionary game of coalition, with a meritocratic Fermi rule considering affinities (MFA) being introduced. Finally, the importance of DRs is determined by combining the Shapley value and risk aversion theory. The results indicate that regulation and convenience are the main highlights of charging stations to satisfy EV users, while reliability and assurance are primary pain points. The charging station operators should prioritize their limited resources on providing efficient customer and maintenance services, installing charging stations with international standards, and regularly inspecting and updating charging infrastructures. This study is beneficial for charging station operators to understand what customers want and how to satisfy them.

Re-claiming urban neighbourhood streets for active transport – Evidence from Vasai, Maharashtra

All means of transportation that involves using one's own muscle power to get from one place to another is referred to as ‘active transportation’. The current study intends to revive urban neighbourhood streets by enabling the use of active modes of transport. An attempt is made to enable the use of active modes of transport through analysing citizens' perceptions and their needs in line with infrastructure facilities to foster/encourage the shift to active transportation. The objective of the current investigation is to identify priority ‘areas of intervention’ (the basic requirement of the citizens) for fostering active transportation (walking and cycling) facilities. The priority ‘areas of intervention’ are identified using revised Importance Performance Analysis (IPA). A survey instrument was constructed to assess the importance and satisfaction of several parameters associated with walking and cycling; data was collected on a five-point unipolar Likert-type scale. The parameters analysed assess the overall provisions in the neighbourhood and assist in understanding the barriers to the choosing of active modes of walking and cycling. The results of the present study are an evaluation for decision making to improve active transport facilities in neighbourhood named, Evershine City of Vasai in Maharashtra. The findings of the study indicate the need for improvement of several facilities to increase the overall performance level of active transport in the neighbourhood. The improvements made in those areas are expected to promote active mobility in the neighbourhood. Despite the findings of the current study are case-specific, the work is anticipated to achieve the ease of mobility for first mile and last mile connectivity in various urban neighbourhoods, further encouraging green mobility by prioritizing active mobility.

Priority areas of intervention for improving pedestrian infrastructure and facilities at tourist destinations in India

An investigation is reported on formulation of improvement policy and priorities for development of pedestrian infrastructure and facilities at tourist destinations. Perception data were collected on a Likert-type scale in terms of both importance and present performance of 31 selected related attributes, by intercepting tourists at three popular tourist destinations in India. Revised Importance-Performance analysis with Fuzzy-C means clustering was performed to determine the factor structure and management schemes, and by comparing them, the priority attributes were identified. The findings indicate that in the context of an emerging country like India, the pedestrian infrastructure and facilities are generally grossly deficient in all the three study tourist destinations, and thus require immediate interventions. The present work also highlights the need for a policy by the Tourism Department to develop infrastructure and facilities at tourist destinations as per the requirements of the tourists, in order to promote tourism and encourage sustainability. The process for selecting priority attributes, as demonstrated in the work, also provides valuable guidance for prioritizing the investment during improvements of pedestrian infrastructure and facilities at tourist destinations.

Areas of intervention for enhancing the knowledge of safe driving: An experience in West Bengal, India

Road safety is a global concern, and India is considered to be the most unsafe for road users, accounting for almost 11% of the accident-related deaths. With 80% of road accidents occurring due to driving error, lack of safe driving knowledge was found to be the root cause of accidents in India. This paper reports an investigation for identifying areas of interventions for enhancing the safe driving knowledge of drivers. Responses were collected from trainers of motor training schools as they have vast experience of driving in Indian road and traffic environment, understand the requirements of knowledge for safe driving and are also aware of the present level of emphasis on different aspects of safe driving. Responses from over 250 trainers of Motor Training Schools in West Bengal, India, were recorded. The collected data includes the importance of various aspects of safe driving knowledge and knowledge adequacy of the drivers in the present scenario on Likert-type scales. The safe driving aspects considered in the study are roadway elements, road signs and markings, general and vehicle-specific safe driving rules, complex and sensitive environment, vulnerable road users, attitude and alertness, accident and emergencies, first aid, and legal aspects. The study employs Revised Importance Performance Analysis with fuzzy c-means algorithm to identify intervention areas based on trainers’ perception. The safe driving aspects were classified under two management schemes, namely ‘Concentrate Here’ and ‘Next Priority’. Knowledge of Alertness and Attitude, Road Rules, Road Signs, and Road Markings were identified as major areas of intervention.

A novel frequency-range analysis (FRA) method for determining critical words among English high-stakes tests

Within the new era of artificial intelligence (AI), education industry should develop in the direction of intelligence and digitalization. For evaluating learners’ academic performances, English high-stakes test is not only a mere means for measuring what English as a Foreign Language (EFL) stakeholders know or do not know but also likely to bring life-changing consequences. Hence, effective test preparation for English high-stakes test is crucial for those who futures depend on attaining a particular score. However, traditional corpus-based approaches cannot simultaneously take words’ frequency and range variables into consideration when evaluating their importance level, which makes the word sorting results inaccurate. Thus, to effectively and accurately extract critical words among English high-stakes test for enhancing EFL stakeholders’ test performance, this paper integrates a corpus-based approach and a revised Importance-Performance Analysis (IPA) method to develop a novel frequency-range analysis (FRA) method. Taiwan College Entrance Exam of English Subject (TCEEES) from the year of 2001 to 2022 are adopted as an empirical case of English high stake test and the target corpus for verification. Results indicate that the critical words evaluated by FRA method are concentrated on Quadrant I including 1,576 word types that account for over 60% running words of TCEEES corpus. After compared with the three traditional corpus-based approaches and the Term Frequency-Inverse Document Frequency (TF-IDF) method, the significant contributions include: (1) the FRA method can use a machine-based function words elimination technique to enhance the efficiency; (2) the FRA method can simultaneously take words’ frequency and range variables into consideration; (3) the FRA method can effectively conduct cluster analysis by categorizing the words into the four quadrants that based on their relative importance level. The results will give EFL stakeholders a clearer picture of how to allocate their learning time and education resources into critical words acquisition.

Differences of Host Country-Destination Image Assessment for International Students According to Risk Perception in COVID-19 Tourism.

The study examined the comparative assessment of destination image according to the perception of COVID-19 and travel risk among international students. The online survey was administered to 786 international students enrolled in universities in Korea. Cluster analysis was performed, and three distinct clusters were identified based on risk perception. Destination image attributes were generated into four underlying dimensions: social environment, tourist environment, destination environment, and imagery, using the exploratory factor analysis. A revised Importance-Performance Analysis (IPA) method was utilized to assess the destination image of Korea and used to compare the expected performance of the attributes on each cluster. In addition, a revised IPA grid of each cluster was presented to unveil the satisfaction attributes of the destination image and suggest communication strategies. This study provides practical insights to destination marketers and organizations to design marketing strategies for international students. Further practical and theoretical implications are discussed.

Assessing commuters’ perceptions towards improvement of intermediate public transport as access modes to metro stations

The study considers the perception of Metro commuters to investigate the priority areas of interventions for improving the service quality of Intermediate Public Transport (IPT) as an access mode to the Metro stations in Delhi. Tablet-based face-to-face surveys were conducted to collect responses from 1121 commuters towards perceived importance and satisfaction ratings of 18 service quality attributes under study on a 6-point Likert scale. Collected responses were analysed using Revised Importance Performance Analysis. Implicit importance values of all the attributes were calculated to derive the factor structures and management schemes using the Fuzzy C-means clustering technique. The priority attributes were identified by comparing the factor structures and management schemes. Finally, the study proposed a priority order of resource allocation to improve attributes influencing IPT as access modes to the Metro stations. The study findings identified that ‘Transportation Subsidy’, ‘Accessibility in Bad Weather’ and ‘Universal Design Considerations’ were top priority attributes that demanded resource allocation for improvement. ‘Access Time’, ‘In-vehicle Travel Time’, ‘Luggage Space’, ‘Hygiene’, ‘Security’, ‘Riding Comfort’, ‘Frequency’ and ‘Travel Fare’ were operating at optimum service levels, hence, occupied a second-level priority in terms of resource allocation to ensure the levels were maintained. Two low-priority attributes, ‘Information at IPT stop’ and ‘On-board Information’ occupied a third-level priority in terms of resource allocation for improvement. Attributes under ‘Possible Overkill’, namely, ‘Safety’, ‘Convenience’, ‘Waiting Time’, ‘Egress Time’ and ‘Seat Availability’, suggested transferring resources towards improving other priority service attributes. The study findings can assist transport planners and policymakers in formulating policies for improving the performance of IPT as access modes to Metro stations in Delhi and extending the approach to other contexts to supplement the mass transit systems suitably and increase their ridership.

Sustainable Home Meal Replacement (HMR) Consumption in Korea: Exploring Service Strategies Using a Modified Importance-Performance Analysis.

The COVID-19 pandemic has changed traditional consumer consumption behavior and requires a new service strategy to cope with sustainable consumption. Moreover, it is necessary to focus academic attention on consumer behavior to cook and eat more easily amid Korea’s socioeconomic changes such as the increase in single-person households, aging, rising prices, and continuing economic recession. In this study, we used a revised importance–performance analysis (IPA) to identify specific measures to improve consumer satisfaction with home meal replacements (HMRs). An online survey of Korean adults who had purchased HMRs was conducted based on a convenience sampling method. According to the results, items that could be intensively improved were the ‘introduction of new dishes’, ‘creation of various flavors’, ‘cost-effectiveness, and ‘reasonable price’, whereas ‘easy to prepare’, ‘easily available’, and ‘identified country of origin’ received favorable assessments. With the growth of the non-face-to-face economy due to COVID-19, our findings suggest marketing strategies for sustainable HMR consumption.

Traditional and Revised Importance-Performance Analysis of Viewer Perceptions Regarding Korea Baseball Organization Broadcasting

Given the expectations regarding continued improvement in sports relay broadcasting, research related to Korea Baseball Organization (KBO) relay broadcasting is necessary for it to align with the priorities of viewers. The present study aimed to investigate viewers’ perceptions of the importance and performance of various aspects of KBO relay broadcasting. In May 2021, purposive sampling was used to select 523 participants who had watched KBO broadcasts for more than one year. Participants completed an online survey administered via Google Forms. Frequency analysis, reliability analysis, descriptive statistical analysis, paired t-tests, importance–performance analysis, and revised importance–performance analysis were used to analyze the data. Ratings of importance were higher than those for performance for all sub-factors of KBO relay broadcasting. The IPA, based on the method developed by Martilla and James, yielded 12 factors in Quadrant I, one factor in Quadrant II, five factors in Quadrant III, and two factors in Quadrant IV. In contrast, the use of Vavra’s revised IPA method yielded eight factors in Quadrant I, two factors in Quadrant II, five factors in Quadrant III, and four factors in Quadrant IV. Based on the results derived using these two methods, we discuss the strategic and practical implications of identifying priorities via IPA for future improvements in KBO relay broadcasting.

동물 테마파크 방문객의 인식에 관한 수정된 IPA(중요도-성취도 분석)연구 : 진도개 테마파크에 관하

The Jindo Dog Theme Park in Jindo of South Jeolla Province has been a popular tourist attraction among families with children. In order to manage the theme park effectively, a service and facility assessment by the visitors is essential. This study used a revised importance-performance analysis(RIPA) approach to explored the visitors' satisfaction on the theme park attributes. Using this simple and effective research tool can aid the management to identify the areas of shortfall and sucess in order of priority. Therefore, managerial implications are provided for the theme park. Through a factor analysis on the theme park attributes, six factors were extracted as 'employee and information provision', 'environment and cleanliness', 'experience', 'animal welfare', 'accessibility' and 'facility'. The RIPA results indicate that more efforts are required to encourage the display of Jindo dogs' natural behaviours. Also, more road signs should be provided. Additional areas of improvement and implications are discussed at the end of the paper.

Application of Revised Importance–Performance Analysis to Investigate Critical Service Quality of Hotel Online Booking

This study integrates the three-factor theory and Importance–Performance Analysis (IPA) into a three-dimensional importance–performance analysis (3-D IPA) approach to identify the critical service quality attributes for hotel online booking. A seven-point Likert-type scale of service quality measurement was designed in the survey and the participants (foreign independent tourists) were randomly selected at Taoyuan International Airport, Taiwan. A total of 453 participants were identified. The classification of the factors was based on the explicit importance, while the implicit importance was measured with the relationship of satisfaction by using the ordered probit model. The results, compared to the traditional method of partial correlation analysis, were different in the dimensions of Fulfillment and Responsiveness, Safety and Security, Website Functionality, and Customer Relationships. In conclusion, this study broadens the perspective of research method and improves the performance evaluation of e-service quality attributes. The empirical results provide recommendations and policy implications for resource allocation of hotel management.

Selection of intervention areas for improving travel condition of walk-accessed bus users with a focus on their accessibility: An experience in Bhubaneswar

The article presents an investigation into selection of priority areas of intervention for improving travel condition of walk-accessed bus users within a bus stop catchment area. The work considers that propensity to use bus service by walk-accessed bus users is bi-directionally elastic to both the quality of walk-access facility, and the service characteristics of bus operation. In view of this, the current work attempts to consider two lists of attributes each from walk-accessed facility and from service characteristics of bus operation, and then users’ opinions on them are recorded in terms of perceived importance and satisfaction. The intervention areas are then identified by employing a two-dimensional analysis called Revised Importance Performance Analysis (R-IPA) using fuzzy-C means clustering. In this process, the factor structure and management scheme of the attributes are identified, and the list of intervention areas are finalized by comparing them. The attributes related to walk-access facility such as surface quality of sidewalk, interval between crosswalks, presence of dedicated sidewalk facility with adequate width, provision of adequate street lights and road surveillance are found to warrant immediate intervention. Similarly, the attributes related to service characteristics of bus operation such as frequency of bus service, in-vehicle journey time, and bus fare are also found to warrant immediate intervention.

Using the Integrated Kano-RIPA Model to Explore Teaching Quality of Physical Education Programs in Taiwan.

The purpose of this study was to apply the Kano model and revised importance–performance analysis (RIPA) to explore the teaching quality of physical education programs at Taiwanese universities. Random sampling was used to select universities from the north, south, central, and east areas of Taiwan. The questionnaire developed by the researcher included 20 items within four subscales. A total of 970 students participated in this study. A combination of the Kano model and RIPA was used for analysis. The results indicate that the item “physical education teachers have cordial attitudes toward instructions” fell into the “keep up the good work” designation of RIPA and the fourth quadrant of the Kano model. A patient and cordial attitude towards students can, therefore, be considered an important quality factor for physical education programs. Teacher–student relationships should, therefore, form a priority for physical education teachers looking to increase student satisfaction and optimize their programs.

Can Fitness Education Programs Satisfy Fitness Professionals' Competencies? Integrating Traditional and Revised Importance-Performance Analysis and Three-Factor Theory.

The purpose of this study is to assess whether fitness education programs could meet the needs or competencies of fitness professionals such as personal trainers and group fitness instructors. A mixed method was adopted to address the objectives of the study. In the first step, a semi-structured interview was conducted with five fitness experts to identify the five dimensions of professional competencies. In the second step, an online survey and paper questionnaires were utilized to collect data from 324 eligible subjects. Traditional importance-performance analysis, revised importance-performance analysis, and the three-factor theory were used to analyze the collected data. The results indicate that “professional skill,” “career development,” and “public relations” are the three most critical professional competencies. “Nutrition” and “coping with stress” should be strengthened and improved in fitness education programs. “Administrative management” is the least important professional competency. Multi-competencies development and lifelong learning are the factors for a successful fitness trainer.

Research on the Importance-Performance of Education to Raise Social Awareness of disability by applying Revised IPA: Centered on Local Government Servants

본 연구는 ｢장애인복지법｣에 의거하여 의무적으로 시행되고 있는 장애 인식개선 교육의 초기안정적인 제도 정착에 필요한 기초 자료를 마련하기 위해 교육생의 경험을 실증적으로 분석하였다. 구체적으로 장애 인식개선 교육에 대한 평가를 실시하기 위해 수정 IPA를 활용하였으며, 이를 위해 교육의 성과에 영향을 미치는 요인이 포함된 조사지를 활용하여 시도, 시군구에 재직 중인 공무원 295명을 대상으로 이메일 조사를 실시하였다. 연구 결과, 교육 성과에 영향을 미치는 12개의 세부 요인 중 9개 요인(75.0%)에서 교육 전 교육 참여자가 중요하게 인식하는 수준보다 교육 후 만족하는 수준이 낮게 나타났으며, 중요도-만족도 간 차이가 통계적으로 유의하였다. 그리고 수정 IPA에 따라 제시되는 개선 사항에는 ‘교육인원’, ‘교육 일정’, ‘교육시간’, ‘사전 교육 안내’, ‘교육생의 평가 반영’ 등의 5개 요인이 포함되었으며, 이 중 ‘교육 인원’과 ‘교육 일정’은 보다 신속하게 중점 개선되어야 할 요인으로 나타났다. 이에 따라 장애 인식개선 교육에 대한 전반적인 평가를 통해 교육의 방향과 진행방법 등을 개선해야 하며, 교육을 현재보다 소규모화하고, 교육 참여자 중심의 상시 교육체계를 마련할 것을 제시하였다.It is the empirical research to analyze the importance and performance of the education to raise social awareness of disability according to article 25 in the act on welfare of persons with disabilities. For this purpose, this research conducted a questionnaire survey of 295 servants in local governments by e-mail, and analyzed by using revised IPA. As a result of t-test between importance and performance, the mean of importance is statistically significantly higher than that of performance in 9 among 12 factors. It is also revealed through the revised importanceperformance analysis that ‘education personnel’ and ‘education schedule’must be intensively and promptly improved and ‘education time’, ‘advance notice’ and ‘evaluation application’ should be gradually improved. Therefore, it is necessary to evaluate generally the disability awareness education and improve the orientation and the practice of the education. It is also necessary to reduce the participation personnel per one class and establish a lot of courses throughout the year.

수정IPA를 활용한 PCO의 컨벤션개최지 선택속성 평가: 서울시를 중심으로

This study was conducted to suggest development plans for the City of Seoul to achieve qualitative growth, which successfully has been accomplishing quantitative growth as a convention destination. Revised Importance-Performance Analysis (Revised IPA) was utilized to provide implication via measurement on convention destination selection attribute conducted toward PCOs which have hosted international events in Seoul. Actual investigation was conducted via offline and online survey on 39 items from 1st July 2019 to 31st July 2019. 120 valid samples were used for final analysis. According to analysis on survey above, cutting edge communication facility, variety on amenities, sufficient number of parking spaces, tourist programs, cultural experience programs, hospitality from local people, local support, and extra fees for exhibition venues and conference rooms belong to require continuous efforts. 39 items were sorted into 9 factors and analyzed. Outcome of this research showed that pricing of convention facility was the most important factor for PCOs to determine hosting conventions. According to importance ranking for each itemin the survey, facility related items such as scale of conference facilities, and exhibition venues, capacity of accommodations were ranked as top items. Safety level of venue and hire expenses of conference room and exhibition venue also were recognized as important items.

수정된 중요도-성취도(IPA) 분석을 통한 전통시장 서비스품질에 대한 이용고객 평가 분석 -창원시 전통시장을 중심으로 -

수정된 중요도-성취도(IPA) 분석을 통한 전통시장 서비스품질에 대한 이용고객 평가 분석 -창원시 전통시장을 중심으로 -

The influence of motivation versus experience on recreation satisfaction: How appreciative- versus achievement-oriented recreation experience preferences relate to hunter satisfaction

We present methods derived from customer satisfaction research that clarify factors influential to the satisfaction of recreation participants. We conducted mail surveys of Minnesota wild turkey hunters to explore differences between the explicit (i.e., stated) and implicit (i.e., derived from the relationship to satisfaction) importance of recreation experience preferences. Revised importance performance analysis, importance grid analysis, and penalty reward contrast analysis revealed differences between the explicit and implicit importance of recreation experiences and clarified how activity success may influence the relationship between experiences and satisfaction. We found some support for our hypothesis that experiences related to achievement (of goals for an activity) may more strongly relate to satisfaction than experiences related to appreciation (of nature) or affiliation (with family and friends). Our results emphasized the importance of activity-specific experiences over activity-general experiences for both successful and unsuccessful hunters and exposed a “motivation matching” process related to harvest success.

Exploring the discrepancies in perceived destination images from residents’ and tourists’ perspectives: a revised importance–performance analysis approach

ABSTRACTA comprehensive and balanced understanding of both local residents’ and tourists’ perceived destination image (DI) is a pivotal step for successful tourism development. Using the revised importance–performance analysis approach, this study assesses the differences between residents’ and tourists’ perceived implicit importance and performance of DI attributes in the Liyu Lake Scenic Area in Hualien, Taiwan. A mixed methods approach was adopted. First, 30 pertinent image attributes were identified by interviewing local residents and tourists. These image attributes were subsequently used in a questionnaire survey. Results indicate that residents’ and tourists’ opinions were divided on environmental issues and purposes of visit. The most significant finding is that both the residents and tourists regarded the majority of the attributes as “possible overkill,” suggesting that destination management organization should reconsider the direction for future development and try to realize the “real needs” of the residents and tourists based on their motivations.

Priority Areas of Intervention for Improving Urban Bus Services: Experience in Kolkata, India

Priority areas of intervention for the improvement of urban bus services were investigated and identified in the city of Kolkata, India. A paper-based survey was conducted to collect responses from choice riders (who own a car and predominantly travel by car or taxi) and captive riders (who do not own a car and predominantly travel by bus). The choice riders and captive riders identified air-conditioned (AC) and non-air-conditioned bus services, respectively, as two areas for intervention. Revised importance–performance analysis and fuzzy C-means clustering algorithm were used to analyze responses. Trip attributes were classified under three satisfaction factors (basic, performance, and excitement), and various management schemes were identified for AC and non-AC bus services. The areas of intervention were identified by analyzing the factor structures of travelers and the management schemes for the bus services derived from the perceptions of the travelers. Results indicated that choice riders and captive riders had distinct travel requirements and that their priority areas of intervention for improving AC and non-AC services also were different. With the requirements of choice riders and captive riders, these results offer direction for improving bus service in Kolkata. The methodology also could be used to formulate policies and measures for service improvement in other contexts.