IDEAS home Printed from https://ideas.repec.org/a/men/journl/v3y2017i2p123-131.html
   My bibliography  Save this article

Decision Making on Various Approaches to Importance-Performance Analysis (IPA)

Author

Listed:
  • Jolanta Wyród-Wróbel

    (University of Bielsko-Biała, Poland)

  • Grzegorz Biesok

    (University of Bielsko-Biała, Poland)

Abstract

The purpose of this paper is to compare several approaches to Importance-Performance Analysis (IPA) and show how different criteria can be used for dividing the IPA matrix to decisionmaking fields. The authors performed the IPA analysis basing on the data collected in customer satisfaction survey in health care sector. The survey was conducted from January to April 2016 in selected dentist's surgeries in cities Żywiec and Bielsko-Biała (southern Poland). Over 200 questionnaires were distributed, 100 of them returned. The study may facilitate the selection of appropriate form of matrix used in customer satisfaction surveys. It may be useful in future studies on adequate approach to IPA analysis. The paper is based on unpublished, own study.

Suggested Citation

  • Jolanta Wyród-Wróbel & Grzegorz Biesok, 2017. "Decision Making on Various Approaches to Importance-Performance Analysis (IPA)," European Journal of Business Science and Technology, Mendel University in Brno, Faculty of Business and Economics, vol. 3(2), pages 123-131.
    • Handle: RePEc:men:journl:v:3:y:2017:i:2:p:123-131
    DOI: 10.11118/ejobsat.v3i2.82
    as

    Download full text from publisher

    File URL: http://ejobsat.cz/doi/10.11118/ejobsat.v3i2.82.html
    Download Restriction: free of charge
    File URL: http://ejobsat.cz/doi/10.11118/ejobsat.v3i2.82.pdf
    Download Restriction: free of charge
    File URL: https://libkey.io/10.11118/ejobsat.v3i2.82?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Abalo, Javier & Varela, Jesus & Manzano, Vicente, 2007. "Importance values for Importance-Performance Analysis: A formula for spreading out values derived from preference rankings," Journal of Business Research, Elsevier, vol. 60(2), pages 115-121, February.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Szabolcs Nagy & Mariann Veresne Somosi, 2020. "Students’ Perceptions of Sustainable Universities in Hungary: An Importance-Performance Analysis," The AMFITEATRU ECONOMIC journal, Academy of Economic Studies - Bucharest, Romania, vol. 22(54), pages 496-496, April.
    2. Carlos Manzanares-Cañizares & Alberto Sánchez-Lite & Víctor F. Rosales-Prieto & José Luis Fuentes-Bargues & Cristina González-Gaya, 2022. "A 5S Lean Strategy for a Sustainable Welding Process," Sustainability, MDPI, vol. 14(11), pages 1-17, May.
    3. Jerónimo García-Fernández & Jesús Fernández-Gavira & Antonio Jesús Sánchez-Oliver & Pablo Gálvez-Ruíz & Moisés Grimaldi-Puyana & Gabriel Cepeda-Carrión, 2020. "Importance-Performance Matrix Analysis (IPMA) to Evaluate Servicescape Fitness Consumer by Gender and Age," IJERPH, MDPI, vol. 17(18), pages 1-19, September.
    4. Jih-Kuang Chen, 2021. "A New Approach for Diagonal Line Model of Importance-Performance Analysis: A Case Study of Tourist Satisfaction in China," SAGE Open, , vol. 11(1), pages 21582440219, January.
    5. Mohamed M. Khalifa Tailab, 2020. "Using Importance-Performance Matrix Analysis to Evaluate the Financial Performance of American Banks During the Financial Crisis," SAGE Open, , vol. 10(1), pages 21582440209, January.
    6. Seung-Man Lee, 2021. "Traditional and Revised Importance-Performance Analysis of Viewer Perceptions Regarding Korea Baseball Organization Broadcasting," Sustainability, MDPI, vol. 13(21), pages 1-12, October.
    7. del-Castillo-Feito, Cristina & Blanco-González, Alicia & Hernández-Perlines, Felipe, 2022. "The impacts of socially responsible human resources management on organizational legitimacy," Technological Forecasting and Social Change, Elsevier, vol. 174(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Sung-Shun Weng & Yang Liu & Yen-Ching Chuang, 2019. "Reform of Chinese Universities in the Context of Sustainable Development: Teacher Evaluation and Improvement Based on Hybrid Multiple Criteria Decision-Making Model," Sustainability, MDPI, vol. 11(19), pages 1-23, October.
    2. Michele Preziosi & Alessia Acampora & Maria Claudia Lucchetti & Roberto Merli, 2022. "Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction," Sustainability, MDPI, vol. 14(6), pages 1-20, March.
    3. Agung Dwi Sutrisno & Yun-Ju Chen & I Wayan Koko Suryawan & Chun-Hung Lee, 2023. "Building a Community’s Adaptive Capacity for Post-Mining Plans Based on Important Performance Analysis: Case Study from Indonesia," Land, MDPI, vol. 12(7), pages 1-21, June.
    4. Cristina López & Rocío Ruíz-Benítez & Carmen Vargas-Machuca, 2019. "On the Environmental and Social Sustainability of Technological Innovations in Urban Bus Transport: The EU Case," Sustainability, MDPI, vol. 11(5), pages 1-22, March.
    5. Ervin Myftaraj & Azeta Tartaraj, 2015. "The Importance of Discrimination Analysis to Generalize the Results: The Case of Identification the Connections between the Variables and the Relationship Marketing in Banking Sector in Albania," Academic Journal of Interdisciplinary Studies, Richtmann Publishing Ltd, vol. 4, July.
    6. Luis Camilo Ortigueira-Sánchez, 2017. "Influencing factors on citizen safety perception: systems and broken windows theories," International Review on Public and Nonprofit Marketing, Springer;International Association of Public and Non-Profit Marketing, vol. 14(1), pages 95-111, March.
    7. Shahrbanoo Gholitabar & Habib Alipour & Carlos Manuel Martins da Costa, 2018. "An Empirical Investigation of Architectural Heritage Management Implications for Tourism: The Case of Portugal," Sustainability, MDPI, vol. 10(1), pages 1-32, January.
    8. Harman Preet Singh & Mohammad Alshallaqi & Mohammed Altamimi, 2023. "Predicting Critical Factors Impacting Hotel Online Ratings: A Comparison of Religious and Commercial Destinations in Saudi Arabia," Sustainability, MDPI, vol. 15(15), pages 1-25, August.
    9. Yu-Hung Chien & Fang-Yu Chang, 2023. "An importance-performance analysis of teachers’ perception of STEM engineering design education," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-11, December.
    10. Juan de Oña & Rocio de Oña, 2015. "Quality of Service in Public Transport Based on Customer Satisfaction Surveys: A Review and Assessment of Methodological Approaches," Transportation Science, INFORMS, vol. 49(3), pages 605-622, August.
    11. 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.
    12. Albayrak, Tahir & Caber, Meltem, 2015. "Prioritisation of the hotel attributes according to their influence on satisfaction: A comparison of two techniques," Tourism Management, Elsevier, vol. 46(C), pages 43-50.
    13. Ha, Min-Ho & Yang, Zaili & Lam, Jasmine Siu Lee, 2019. "Port performance in container transport logistics: A multi-stakeholder perspective," Transport Policy, Elsevier, vol. 73(C), pages 25-40.
    14. Nyarku Kwamena Minta & Oduro Stephen, 2017. "Importance-Performance Matrix Analysis (IPMA) of Service Quality and Customer Satisfaction in the Ghanaian Banking Industry," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(7), pages 532-550, July.
    15. Asep Saifuddin Chalim & Mauhibur Rakhman & Fadly Usman, 2016. "Improving the Service Quality of Islamic Boarding School based on Importance Performance Analysis Results," Review of Social Sciences, LAR Center Press, vol. 1(2), pages 1-6, February.
    16. Esmailpour, Javad & Aghabayk, Kayvan & Abrari Vajari, Mohammad & De Gruyter, Chris, 2020. "Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 129-150.
    17. Jeong-Sil Choi & Se-Young Ju, 2022. "A Study of Food Safety Knowledge for Sustainable Foodservice Management of Childcare Centers in South Korea Using Importance–Performance Analysis," IJERPH, MDPI, vol. 19(15), pages 1-14, August.
    18. Adya Hermawati & Choirul Anam & Suwarta Suwarta & Endah Puspitosarie, 2022. "Reconstruction of Spiritual Marketing, Culture of Innovation, Quality of Work Life, and Retainers for Tourism Industry SMEs in East Java," Administrative Sciences, MDPI, vol. 12(4), pages 1-17, October.
    19. Tontini, Gerson, 2016. "Identifying opportunities for improvement in online shopping sites," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 228-238.
    20. Ida Rašovská & Marketa Kubickova & Kateřina Ryglová, 2021. "Importance–performance analysis approach to destination management," Tourism Economics, , vol. 27(4), pages 777-794, June.

    More about this item

    Keywords

    customer research; customer satisfaction; customer satisfaction survey; Importance-Performance Analysis; IPA;
    All these keywords.

    JEL classification:

    • I11 - Health, Education, and Welfare - - Health - - - Analysis of Health Care Markets
    • M30 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - General

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:men:journl:v:3:y:2017:i:2:p:123-131. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Ivo Andrle (email available below). General contact details of provider: https://edirc.repec.org/data/femencz.html .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.