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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 The paper is based on unpublished, own study.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
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    References listed on IDEAS

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    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.
    2. Mathew Joseph & David Allbright & George Stone & Yasmin Sekhon & Julie Tinson, 2005. "Importance-performance analysis of UK and US bank customer perceptions of service delivery technologies," International Journal of Financial Services Management, Inderscience Enterprises Ltd, vol. 1(1), pages 66-88.
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    Citations

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    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. 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.
    3. 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.
    4. 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.
    5. 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).
    6. Krombach, Jonas & Gonzalez, Juan Nicolas & Wittwer, Rico & Hubrich, Stefan & Baumgart, Florian & Gerike, Regine, 2024. "How do German cities translate global sustainability visions into local mobility planning? A quantitative analysis of planners' perspectives and priorities," Transport Policy, Elsevier, vol. 154(C), pages 96-106.
    7. 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.
    8. 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.

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    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

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