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The value of self-stated attribute importance to overall satisfaction

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  • Taplin, Ross H.

Abstract

This paper provides insights into techniques used to determine the attributes that influence overall satisfaction. A survey of zoo visitors illustrates several key findings relevant for both managers interpreting survey results and researchers designing studies. First, the assumption of importance–performance analysis (IPA) that self-stated importance measures the influence of attribute performance on overall satisfaction is endorsed. Second, relative importance is shown to be vital as it improves the prediction of overall satisfaction from attribute performance while absolute importance makes it worse. Third, techniques using self-stated relative importance are shown to be superior to statistical techniques such as regression, however new techniques using both self-stated importance and regression are shown to be even better. These findings apply generally to tangible products in marketing and management as well as to tourism services.

Suggested Citation

  • Taplin, Ross H., 2012. "The value of self-stated attribute importance to overall satisfaction," Tourism Management, Elsevier, vol. 33(2), pages 295-304.
    • Handle: RePEc:eee:touman:v:33:y:2012:i:2:p:295-304
    DOI: 10.1016/j.tourman.2011.03.008
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    References listed on IDEAS

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    1. Fallon, Paul & Schofield, Peter, 2006. "The dynamics of destination attribute importance," Journal of Business Research, Elsevier, vol. 59(6), pages 709-713, June.
    2. Brady, Michael K. & Cronin, J. Jr. & Brand, Richard R., 2002. "Performance-only measurement of service quality: a replication and extension," Journal of Business Research, Elsevier, vol. 55(1), pages 17-31, January.
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    Cited by:

    1. Guizzardi, Andrea & Stacchini, Annalisa, 2017. "Destinations strategic groups via Multivariate Competition-based IPA," Tourism Management, Elsevier, vol. 58(C), pages 40-50.
    2. Lai, Ivan Ka Wai & Hitchcock, Michael, 2015. "Importance–performance analysis in tourism: A framework for researchers," Tourism Management, Elsevier, vol. 48(C), pages 242-267.
    3. Pan, Frank C., 2015. "Practical application of importance-performance analysis in determining critical job satisfaction factors of a tourist hotel," Tourism Management, Elsevier, vol. 46(C), pages 84-91.
    4. Chen, Kuan-Yu, 2014. "Improving importance-performance analysis: The role of the zone of tolerance and competitor performance. The case of Taiwan's hot spring hotels," Tourism Management, Elsevier, vol. 40(C), pages 260-272.
    5. Carr, Neil, 2016. "Ideal animals and animal traits for zoos: General public perspectives," Tourism Management, Elsevier, vol. 57(C), pages 37-44.
    6. Magdalena Swart & Gerhard Roodt, 2015. "Market segmentation variables as moderators in the prediction of business tourist retention," Service Business, Springer;Pan-Pacific Business Association, vol. 9(3), pages 491-513, September.
    7. Taplin, Ross H., 2013. "The influence of competition on visitor satisfaction and loyalty," Tourism Management, Elsevier, vol. 36(C), pages 238-246.
    8. Leask, Anna, 2016. "Visitor attraction management: A critical review of research 2009–2014," Tourism Management, Elsevier, vol. 57(C), pages 334-361.
    9. Jinyang Deng & Chad D. Pierskalla, 2018. "Linking Importance–Performance Analysis, Satisfaction, and Loyalty: A Study of Savannah, GA," Sustainability, MDPI, vol. 10(3), pages 1-17, March.
    10. Kuan-Mien Hsieh & Frank Pan, 2019. "Importance and performance analysis on the investor’s choice of an offshore mutual fund and a bank channel in Taiwan," International Journal of Finance & Banking Studies, Center for the Strategic Studies in Business and Finance, vol. 8(3), pages 01-12, July.
    11. Medina-Muñoz, Diego Ramón & Medina-Muñoz, Rita Dolores & Suárez-Cabrera, Miguel à ngel, 2018. "Determining important attributes for assessing the attractiveness of airlines," Journal of Air Transport Management, Elsevier, vol. 70(C), pages 45-56.

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