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Residents’ Sustainable City Evaluation, Satisfaction and Loyalty: Integrating Importance-Performance Analysis and Structural Equation Modelling

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  • Say-Wah Lee

    (School of Media and Communication, Shanghai Jiao Tong University, Shanghai 200240, China)

  • Chuen-Wah Seow

    (School of Media and Communication, Shanghai Jiao Tong University, Shanghai 200240, China)

  • Ke Xue

    (School of Media and Communication, Shanghai Jiao Tong University, Shanghai 200240, China)

Abstract

There has been an increase in research on sustainable urban development, especially in recent years, and importance-performance analysis (IPA) is one of the popular methods applied in sustainable development research. However, few have integrated IPA with structural equation modelling (SEM). This study developed and tested an integrated IPA and SEM approach to measuring the effects of the perceived importance of sustainable city dimensions and the perceived performance of a city on resident satisfaction and loyalty. A total of 388 survey responses were collected from the residents of Shanghai and analyzed using the integrated IPA-SEM approach. The results show that resident satisfaction mediates the relationship between overall perceived performance and resident loyalty, while the relationship between overall perceived importance and resident loyalty is mediated by both overall perceived performance and resident satisfaction. The findings from the SEM are in line with the IPA’s concept in that, to ensure resident satisfaction and loyalty, the quadrant that requires the most attention is Q1, while Q2 stands as the target quadrant. Implications and future research directions are proposed based on the findings.

Suggested Citation

  • Say-Wah Lee & Chuen-Wah Seow & Ke Xue, 2021. "Residents’ Sustainable City Evaluation, Satisfaction and Loyalty: Integrating Importance-Performance Analysis and Structural Equation Modelling," Sustainability, MDPI, vol. 13(12), pages 1-14, June.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:12:p:6766-:d:575351
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    Cited by:

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    2. Shaoying Zhang & Mastura Adam & Norafida Ab Ghafar, 2024. "How Satisfaction Research Contributes to the Optimization of Urban Green Space Design—A Global Perspective Bibliometric Analysis from 2001 to 2024," Land, MDPI, vol. 13(11), pages 1-32, November.
    3. Heinrich Jacques Geldenhuys & Alan Colin Brent & Imke Hanlu De Kock, 2023. "SSUIT Smart Sustainable Urban Infrastructure Transitioning," Sustainability, MDPI, vol. 15(18), pages 1-25, September.
    4. Arghadeep Bose & Debanjan Basak & Subham Roy & Indrajit Roy Chowdhury & Hazem Ghassan Abdo & Mohammed Aldagheiri & Hussein Almohamad, 2023. "Evaluation of Urban Sustainability through Perceived Importance, Performance, Satisfaction and Loyalty: An Integrated IPA–SEM-Based Modelling Approach," Sustainability, MDPI, vol. 15(12), pages 1-22, June.
    5. Dinh, Hien Thi Thu & Nguyen, Quyen Le Hoang Thuy To & Nguyen, Phong Thanh, 2022. "Evaluate Ho Chi Minh City Sustainability Using Fuzzy Extent Analysis Method," MPRA Paper 116677, University Library of Munich, Germany, revised Dec 2022.

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