IDEAS home Printed from https://ideas.repec.org/a/ora/journl/v1y2012i1p474-480.html
   My bibliography  Save this article

The Construction Of Importance-Performance Grid In Tourist Services Research Without The Direct Determination Of The Attributes Importance

Author

Listed:
  • Ban Olimpia

    (Universitatea din Oradea, Stiinte Economice)

Abstract

The importance-performance grid is a marketing instrument used to make decisions regarding the growth of the consumersâ€(tm) satisfaction, by optimizing the attributes of products. This grid is a useful instrument, as it is shown in the paper, to the extent to which the importance and performance of the attributes are correctly recorded. Another idea underlined in the paper is that regarding the difficulty to directly determine the importance of attributes or in the same stage with the determination of the service performance, according to these attributes. The objectives of this paper are to analyze the importance-performance grid (suggested by Martilla and amended by Abalo),through an empirical study in the field of tourist services used and to test the conditions to carry out this grid taking into account the hypothetical case of indirectly determining the importance of the quality attributes. The literature in the field regarding the importance-performance analysis is analysed and the subsequent amendments to the previous grid suggested by Martilla and James in 1977. The present paper is a continuation of several studies on the same subject, in which the following research methods were used: direct survey by questionnaire, the Spearman correlation coefficient, and the entropy calculus. A comparative analysis of the importance-performance grid if directly recording the importance of attributes (through survey by questionnaire) and of the indirect determination of the importance of the attributes (through the Spearman coefficient and entropy calculus) is being suggested. The results indicate possible uses of methods, yet it raises a series of collateral problems regarding their application. The contribution of this paper is given by the suggestion of two methods to indirectly determine the importance of attributes, which take into account the data measurement scale used and the collinearity among attributes and which lead to pertinent results when we use the IPA grid amended by Abalo as a decision instrument.

Suggested Citation

  • Ban Olimpia, 2012. "The Construction Of Importance-Performance Grid In Tourist Services Research Without The Direct Determination Of The Attributes Importance," Annals of Faculty of Economics, University of Oradea, Faculty of Economics, vol. 1(1), pages 474-480, July.
    • Handle: RePEc:ora:journl:v:1:y:2012:i:1:p:474-480
    as

    Download full text from publisher

    File URL: http://anale.steconomiceuoradea.ro/volume/2012/n1/068.pdf
    Download Restriction: no
    ---><---

    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.
    2. C. West Churchman & Russell L. Ackoff, 1954. "An Approximate Measure of Value," Operations Research, INFORMS, vol. 2(2), pages 172-187, May.
    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. Shu-Yun Yin & Kuan-Kai Huang & Jiunn-I Shieh & Yu-Huei Liu & Hsin-Hung Wu, 2016. "Telehealth services evaluation: a combination of SERVQUAL model and importance-performance analysis," Quality & Quantity: International Journal of Methodology, Springer, vol. 50(2), pages 751-766, March.
    2. 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.

    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. Willem Karel M. Brauers & Romualdas Ginevičius, 2009. "Robustness in regional development studies. The case of Lithuania," Journal of Business Economics and Management, Taylor & Francis Journals, vol. 10(2), pages 121-140, February.
    5. Tomasz Szul & Krzysztof Nęcka & Stanisław Lis, 2021. "Application of the Takagi-Sugeno Fuzzy Modeling to Forecast Energy Efficiency in Real Buildings Undergoing Thermal Improvement," Energies, MDPI, vol. 14(7), pages 1-16, March.
    6. 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.
    7. 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.
    8. 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.
    9. 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.
    10. 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.
    11. 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.
    12. 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.
    13. 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.
    14. 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.
    15. 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.
    16. 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.
    17. Willem Brauers, 2013. "Multi-objective seaport planning by MOORA decision making," Annals of Operations Research, Springer, vol. 206(1), pages 39-58, July.
    18. 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.
    19. Kuo, Ting, 2017. "A modified TOPSIS with a different ranking index," European Journal of Operational Research, Elsevier, vol. 260(1), pages 152-160.
    20. 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.

    More about this item

    Keywords

    Importance-Performance Analysis(IPA); IPA Abalo; applications; Spearman coefficient; entropy calculus;
    All these keywords.

    JEL classification:

    • L15 - Industrial Organization - - Market Structure, Firm Strategy, and Market Performance - - - Information and Product Quality
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M11 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Business Administration - - - Production Management
    • C81 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - Methodology for Collecting, Estimating, and Organizing Microeconomic Data; Data Access
    • C83 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - Survey Methods; Sampling Methods

    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:ora:journl:v:1:y:2012:i:1:p:474-480. 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: Catalin ZMOLE (email available below). General contact details of provider: https://edirc.repec.org/data/feoraro.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.