Traditional Importance-performance Analysis Research Articles

전통적 IPA와 수정된 IPA를 활용한 MICE 개최지 선택속성 비교 연구

This study attempted to clarify the attributes that MICE stakeholders consider when selecting a MICE destination and to analyze competitiveness. In addition, MICE attributes were constructed by adding the green MICE concept and were analyzed by using Importance-Performance Analysis(IPA). IPA is the most widely used analysis tool to clarify this competitiveness, and this study compared the results between Traditional IPA results and revised IPA results. Traditional IPA results and revised IPA results were slightly different. However, there were many similar parts, and key elements essential for holding MICE located in quadrant Ⅰ were located similarly. Most of green MICE attributes were found to be located in quadrant Ⅲ. It means that awareness has not yet spread widely in the MICE industry and needs to improvements. Nevertheless, it was confirmed that the limitations pointed out in traditional IPA were slightly improved through comparison with the revised IPA results and this study proposed implications to strengthen competitiveness of MICE destination.

Identifying strategies for improving airport services: introduction of the Gap-IPA to an Italian airport case study

ABSTRACT An effective strategy for offering services characterized by adequate levels of quality is to investigate on the single service aspects, to verify what needs to be improved or maintained, and what does not need particular resources. In this paper, we want to provide a practical instrument for investigating airport transport service quality, based on the opinion expressed by a sample of passengers. The case study is the International Airport of Lamezia Terme, a peripheral airport placed in the south of Italy; the data were derived from Customer Satisfaction Surveys conducted during 2015–2016. We propose a modification of the well-known Importance-Performance Analysis (IPA), by adopting as importance the weights determined through a Structural Equation Modeling (SEM) approach, and by plotting the gap between importance and performance on a visual graph, that we hold as easier to be read and more intuitive than the one used in the traditional IPA. The results obtained by the proposed Gap Importance-Performance Analysis (Gap-IPA) suggest that the attention of the airport operator should focus on the service aspects related to cleanliness. Besides, the methodology can show which aspects should be kept under control for avoiding to become critical issues of the service.

Elderly Users’ Satisfaction with Public Transport in Thailand Using Different Importance Performance Analysis Approaches

Due to the rapid increase in population and the change in age structure toward the elderly, the phenomenon of societal ageing is being witnessed in many countries. The elderly travel less than the adult population due to decreasing mobility with an increasing age. In this study, we aimed to analyze the expectations and satisfaction of public transport users in Thailand using traditional importance performance analysis (IPA), gap analysis, and IPA integrated with competitor performance. We aimed to explain the differences in the analysis results produced by the three methods. The data were obtained from surveying 2250 elderly and 450 non-elderly adults. This study presents guidelines for improving the public transport service quality in Thailand to meet user needs. The results of this research showed that each approach provides its own distinctive aspects and theoretical differences, which lead to different interpretations. The results from the three approaches showed that equipment that increases safety for public transportation service users is an important factor for all elderly passengers that must be improved. Public transportation services in different regions should be developed to provide more reliable and regular services.

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.

Importance‐Performance Analysis of Prefabricated Building Sustainability: A Case Study of Guangzhou

In the era of sustainability as the development concept, prefabricated buildings have gradually become an important way to achieve sustainable development of the construction process due to the advantages of high construction speed, energy‐saving, and environmental protection. In order to make the prefabricated building develop in a sustainable direction, it is necessary to understand the importance and performance of the critical sustainability aspects of the prefabricated building. However, the existing research has not fully explored this point, and classification research on all aspects of sustainability according to the management priorities of sustainable development is lacking. The present study determines the critical sustainability characterization items (criteria) of prefabricated buildings and uses the importance‐performance analysis (IPA) method to explore the sustainability importance and performance level of prefabricated buildings in Guangzhou on the basis of the three dimensions of economic, social, and ecological sustainability. In particular, this study revises the traditional IPA method and uses the comprehensive weight obtained by the analytical network process‐ (ANP‐) entropy weight method to obtain the importance of items. Results show that items “environmental protection” and “construction civilization” are of high importance and perform well. “Construction cost” and “product quality” are considered high‐importance items with relatively poor performance; that is, these areas require urgent improvement actions. The “policy support” item at the intersection of IPA coordinates is also an aspect worthy of attention and discussion. This study provides a useful reference for decision‐makers and relevant personnel on determining the priority of project management and achieving the optimal allocation of resources to promote the sustainable development of prefabricated buildings.

Indoor environmental quality (IEQ) of LEED-certified home: Importance-performance analysis (IPA)

Despite immense increase in the number of Leadership in Energy and Environmental Design (LEED)-certified homes since LEED for Home was launched in 2008, little is known about occupant satisfaction with the indoor environmental quality (IEQ) of LEED-certified homes. The purpose of this study is to examine the performance of IEQ in LEED-certified homes by measuring differences between occupant's perceived importance and performance using the importance-performance analysis (IPA) developed by Martilla and James [1]. A mail-in survey was conducted to evaluate the performance of 13 IEQs with residents living in LEED-certified homes in the Midwest. A total of 235 completed surveys were analyzed using gap analysis and both traditional IPA and alternative IPA matrices. The findings revealed that the highest priority for improvement should be given to temperature, air quality, and humidity as well as cleanliness and view. Daylight and artificial lighting did not show a performance gap. Acoustic quality was in low priority. The gap analysis and IPA matrices were effective tools to prioritize IEQs for improvement action and provide useful information for the future improvement of LEED-certified homes. By applying an IPA approach, this study provides a practical research framework that helps researchers examine the performance of green buildings and provides policy makers, building practitioners, and LEED professionals with more insightful feedback for their decision making on future green home projects and policies.

Revising Importance–Performance Analysis: A New Synthetic Service Quality Indicator Applied to the Tourist Apartment Industry

Importance–performance analysis (IPA) is a valuable tool for developing marketing strategies by prioritizing improvements to service quality attributes. Despite its simplicity and easy interpretability, IPA is not free from criticism. Moreover, IPA methodology does not consider the distribution of respondents when the importance–performance grid is displayed. By applying the analysis to a sample of four competing tourist apartment complexes located in the Canary Islands, this work aims to propose a new synthetic service quality indicator by importance–performance analysis (SSQI-IPA) to overcome the above-mentioned limitations. On the one hand, by comparing service performance with competitors, managers can establish adequate strategies to enhance their relative position in the market and achieve competitive advantages. On the other hand, taking into account the whole distribution of the importance–performance grid provides managers with more accurate results than traditional IPA.

An integrated fuzzy MICMAC with a revised IPA approach to explore service quality improvement

Importance-Performance Analysis (IPA) and SERVQUAL are both widely applied in service quality assessment. Even two model integration is also commonly used to eliminate the shortcomings in their respective single application. However, several modified IPA methods for improving traditional IPA has been put forward continuously, the integration model becomes difficult. This research proposes a new revised IPA method which can be integrated with SERVQUAL and preserve the advantages described in previous studies. Meanwhile, we further propose that the integration method for Fuzzy theory and Impact Matrix Cross-Reference Multiplication Applied to a Classification (MICMAC) consider the interdependence between attributes. Furthermore, the importance or performance of the respective attributes is to be corrected based on the degree of influence and dependency between the respective attributes. This novel hybrid IPA approach is not only valuable in the exploration of service quality but also identifies a strategy to improve overall satisfaction. The feasibility of this approach was demonstrated through an empirical study of the visitors at the Xiamen International Conference and Exhibition Center.

수정 IPA를 활용한 대형 마트의 HMR 선택속성에 관한 연구

As the lifestyle of people today is evolving, the desire for convenient but nutritious food to replace home-cooked meals is increasing. As the market for Home Meal Replacement (HMR) has already reached 17 hundred billion Won, many studies on HMR selection attributes have been conducted, using traditional Importance-Performance Analysis (IPA). However, it was found that traditional IPA had some limitations. Therefore, the study used both traditional and the Revised IPA to examine the selection attributes of HMR sold at large discount store to compare outcomes. The results of the study show that by using the Revised IPA, many attributes differed from those found by the traditional IPA. Consequently, the study revealed aspects that have both linear and nonlinear relationships with customer satisfaction. Implications of this study could provide the foundation of business strategies for HMR manufacturers.

Importance–performance analysis in tourism: A framework for researchers

Importance–performance analysis (IPA) is extensively used in hospitality and tourism research because of its simplicity. However, due to the lack of critical statistical analysis, the traditional IPA framework is compromised by serious reliability and validity issues. Although many researchers have tried to address these problems, a comprehensive framework to guide researchers through the various stages of IPA is still needed. This study offers a research framework and a straightforward guide for the use of IPA. Experimental surveys are conducted to validate the proposed research framework.

Local Festival Quality and the Application of a Revised Importance–Performance Analysis: The Case of the Jirisan Cheon-Wang Festival

The purposes of this research are twofold: (1) to empirically identify which attributes of festival quality affect attendees' satisfaction; and (2) to utilize a new method, a revised Importance– Performance Analysis (IPA) technique to monitor festival quality and to assess festival performance. The findings suggest that three festival quality attributes affected the overall satisfaction of the festival: festival program content, program operation/organization, and festival advertising/PR. Discovering quality attributes is the utmost task among practitioners in order to differentiate products and achieve competitive advantage. This study also extends the research on local festival/event quality and the impacts on satisfaction using the three-factor theory of customer satisfaction. It also provides empirical evidence that demonstrates the necessity of implicit importance derived from performance instead of self-rated importance in traditional IPA models.

Which incremental innovations should we offer? Comparing importance–performance analysis with improvement-gaps analysis

This paper compares how two different versions of Importance-performance analysis (IPA) and Improvement-gaps analysis (IGA), which is a fusion of the Kano model with IPA, assess the possible impact of incremental innovations on customer satisfaction. A total of 303 users of a health diagnosis service answered questions regarding 21 service attributes, of which three were incremental innovations at the time of research. The results confirm that diagonal IPA overcomes the limitations of the original IPA due to the high correlation of the stated importance with customer satisfaction. However, it also shows that diagonal IPA and traditional IPA are unable to identify which incremental innovations should/could be offered. The present research shows that IGA overcomes not only the problems of original IPA, but also those of both IPA methods regarding the identification of the possible impact of incremental innovations on customer satisfaction. It is a simple method to be used by managers and practitioners. Furthermore, this paper shows that using the expected dissatisfaction of customers represents a different way to evaluate attributes' importance.

Using Modified IPA to Improve Service Quality of Standard Hotel in Taiwan

The purpose of this paper is to establish the modified IPA (Importance-Performance Analysis) methodology for service quality characteristics and improvements in the hotel industry. Traditional IPA methodology has its shortcoming as it assumes that importance-performance is a normal distribution. However, if that is not the case, the traditional IPA model cannot correctly identify the priority for improvements. Therefore, this paper runs Box-Cox Transformation to convert data into normal distributions, in order to perform statistical analyses and comparisons on a like- for-like basis. This approach avoids the potential problem of the IPA model but maintains its simple and intuitive decision-making model. This paper examines standard hotels and performs literature reviews and experts’ interviews in order to establish the list of service quality characters for the hotel industry. It also conducts a survey to illustrate the application and benefits of the modified IPA method, so as to identify the key characteristics of the service quality and the ways to improve service quality of standard hotels.

Revising Importance-Performance Analysis Combined with Regression Model: Applied to Seniors’ Travel Motivation and Performance Experiences

This study proposes a revised Importance-Performance Analysis (IPA) approach combined with a regression model due to the strong relationship between the 15 paired variables regarding seniors’ perceived importance of motivations and performance experiences. Findings suggest that a combination of the traditional IPA results and predicted values (lines) from a linear regression analysis leads to a better understanding of the customers’ perceptions and behaviors in the target market, which in this study is the senior travel market. Future research should be undertaken to validate the revised IPA model suggested in this study using different constructs/variables in different markets.

A novel framework for customer-driven service strategies: A case study of a restaurant chain

Importance–performance analysis (IPA) is a popular customer-driven tool that enables companies to understand market competition and identify improvement priorities for various attributes of products and services. Despite the widespread use of IPA, previous studies have identified specific deficiencies. For example, the managerial improvement directions derived from IPA are potentially misleading because they ignore the asymmetric and nonlinear relationships between attribute performance (AP) and customer satisfaction (CS). Furthermore, the relationship between AP and importance is erroneously assumed to be independent. By contrast, the Kano model offers useful insight into quality attributes based on the asymmetric and nonlinear relations between AP and CS. In this study, a customer-driven framework is proposed, integrating the advantages of traditional IPA and the Kano model to elucidate the market competition position of each service and product attribute, providing strategic improvement guidelines for managers to design service activities. By conducting a case study of a restaurant chain, we demonstrate the effectiveness of the proposed approach.

Importance-Performance Analysis for Internet Stores: A System Based on Publicly Available Panel Data

We demonstrate how publicly available ratings of Internet stores can be used to perform actionable importance-performance analysis (IPA). We use a panel of 422 non-food online merchants, which allows us to account for store-specific effects, and therefore obtain better estimates of each attribute’s influence on purchase intention. Our approach is economical, as merchants do not have to spend money on surveys that firms typically have to conduct for IPA. We have enhanced traditional importance-performance analysis by deriving attribute importance indirectly using the Shapley Value decomposition of a first-difference regression’s R2. We have also modified the standard “importance-performance” graph by adding the information about the directions of changes in attribute ratings between the two periods, which made it easier to point out strategic mistakes. We demonstrate the diagnostic power of our approach by doing the actual importance-performance analysis for two of the stores. The potential of enhancing the expert system using other methods and other types of publicly available data is discussed.

An Extended Neural Network-Based Importance-Performance Analysis for Enhancing Wine Fair Experience

ABSTRACT This article presents the results of a study conducted at the Dalmacija Wine Expo, a regional wine fair that was held for the first time in 2010 in Makarska, Croatia. To identify critical attributes impacting the experience of fair participants, two separate surveys were conducted among visitors and exhibitors. In analyzing the data, this study used an extended neural network-based importance-performance analysis (IPA) that combines measures of both the relevance (i.e., stated importance/general importance) and determinance (i.e., derived importance/actual influence) of fair attributes. Compared to traditional IPA approaches with uni-dimensional operationalization of attribute-importance, such an approach provided significantly more detailed (and reliable) managerial implications.

A gap analysis model for improving airport service quality

Due to the increasing importance of customer orientation to a competitive advantage, airport managers emphasise passengers' perceptions and expectations of airport services quality. This paper aims to develop a multi-criteria evaluation model to evaluate the gap between passengers' perceptions (perceived service quality) and their expectations (expected service quality), and to diagnose managerial strategies of gap reduction within the airport passenger service context. This multi-criteria evaluation model is combined with the analytic hierarchy process method, the VIKOR (VIsekriterijumska optimizacija i KOmpromisno Resenje in Serbian, which means Multicriteria Optimization and Compromise Solution) method, and the importance–performance analysis (IPA) technique. The multi-criteria model can not only overcome the weaknesses of traditional IPA, it can also consider passenger preferences and satisfaction simultaneously to analyse managerial strategies for reducing the customer gap, thus improving service quality and meeting passengers' expectations. This paper also provides an empirical case study of passenger services at Taoyuan International Airport in Taiwan, demonstrating the suitability and effectiveness of the multi-criteria evaluation model.

Service quality management by expanded traditional importance–performance analysis

Traditionally, importance–performance analysis (IPA) is a simple and effective technique that can assist practitioners in identifying improvement priorities for service attributes. However, many issues still exist and are worthy of discussion. First, traditional IPA emphasizes the external customers’ satisfaction, but ignores internal customers’ (employees) achievement. Second, traditional IPA does not provide any information on comparisons with competitors’ performance. Third, practitioners of traditional IPA usually use the sample mean to rate the importance and performance, leading to a great degree of uncertainty due to sampling errors. Based on these considerations, this study attempts to expand the functions of traditional IPA and proposes an expanded importance–performance analysis (EIPA), which not only involves both the perspectives of internal and external customers in evaluating the importance, but also defines two standardized indictors to measure the internal and external service performance. Moreover, an EIPA matrix is constructed which provides managers with an integrated graphical representation based on symbols and locations of indicators.

A Revised Importance–Performance Analysis for Assessing Image: The Case of Cultural Tourism in Britain

Destination image is critical to the success of any destination, particularly because of how it affects the level of satisfaction with the tourist experience. Importance–Performance Analysis (IPA) and its revision were selected for destination positioning analysis in this study. The first aim of this article is to extend the traditional IPA approach and provided an option for destination positioning analysis. The measurement of image related to cultural tourism has received little attention in the tourism literature. Consequently, in this exploratory research, the first step is to conceptualize cultural tourism and determine the main attributes involved in its image measurement. Then, the scale developed was tested in an empirical manner. A questionnaire was used to examine the importance of 19 destination attributes for Taiwanese tourists who visited Britain's cultural tourism attractions and to determine how they rated Britain's performance with respect to these attributes postvisitation. This information was subsequently incorporated into the traditional and revised IPA grids. Then implications for destination positioning were provided by classifying the image attributes into factors so that the British destination management organizations can make better decisions about how to improve the perceived image. The result confirms the importance of tangible and Britain-specific cultural assets, such as authentic sights, historic architecture, museums and galleries, literary and artistic sites, as well as British customs and way of life. They can be pull factors for tourists looking to do something quintessentially British. However, adequate resources have to be allocated to improve the welcome, gastronomy, as well as the expense of visiting Britain, not only because they are the major weaknesses but also because tourists regard them as prerequisites. Moreover, attributes such as festivals/events and lively atmosphere can delight the tourists and strongly enhance overall satisfaction.