IDEAS home Printed from https://ideas.repec.org/a/ris/jspord/1070.html
   My bibliography  Save this article

The Importance-Satisfaction Matrix as a strategic tool for Termas de Chaves thermal spa priority improvements

Author

Listed:

Abstract

Health and wellness tourism has gained increased interest from the public, which searches for spaces that assure health and wellness maintenance. Proof of this is the example of Termas de Chaves thermal spa, which has gradually grown demand for its products and services. In this context, this study aims to identify and analyse the attributes offered by the thermal spa since it is essential to know the customer’s preferences and satisfaction. To this end, dimensions related to the determinants of importance that influence the respondents’ satisfaction were evaluated. A questionnaire survey was applied on-site from 09 August to 20 December 2021, obtaining a total sample of 225 participants. After data collection, the importance-satisfaction matrix was applied for exploratory, descriptive analysis. The results show that customers give high overall importance and satisfaction to the attributes under study. Moreover, it was possible to identify that the factor “availability and assistance provided by human resources” presents high importance but low satisfaction. Such a conclusion indicates that it will be necessary to adapt improvement strategies to increase customer satisfaction.

Suggested Citation

  • Vaz, Márcia & Fernandes, Paula & Ferreira, Fernanda & Alves, Maria José & Costa, Vânia & Nunes, Alcina, 2023. "The Importance-Satisfaction Matrix as a strategic tool for Termas de Chaves thermal spa priority improvements," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 11(1), pages 52-64.
  • Handle: RePEc:ris:jspord:1070
    as

    Download full text from publisher

    File URL: http://www.cieo.pt/journal/J_1_2023/article5.pdf
    File Function: Full text
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Scott E. Sampson & MICHAEL J. SHOWALTER, 1999. "The Performance-Importance Response Function: Observations and Implications," The Service Industries Journal, Taylor & Francis Journals, vol. 19(3), pages 1-25, July.
    Full references (including those not matched with items on IDEAS)

    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. José M. Ramírez-Hurtado & Alfredo G. Hernández-Díaz & Ana D. López-Sánchez & Víctor E. Pérez-León, 2021. "Measuring Online Teaching Service Quality in Higher Education in the COVID-19 Environment," IJERPH, MDPI, vol. 18(5), pages 1-14, March.
    2. 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.
    3. Jingjing Lin & Xinyang Li & Jinghan Lin, 2024. "Evaluation of Age-Appropriate Public Seats in Comprehensive Parks and Sustainable Design Strategies Based on the Kano-Importance–Performance Analysis Model," Sustainability, MDPI, vol. 16(16), pages 1-25, August.
    4. Boris Bartikowski & Sylvie Llosa, 2004. "Customer satisfaction measurement: comparing four methods of attribute categorisations," Post-Print hal-01822828, HAL.
    5. Lai, Ivan Ka Wai & Hitchcock, Michael, 2016. "A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-Dimensional importance-performance analysis," Tourism Management, Elsevier, vol. 55(C), pages 139-159.
    6. Shang-Pin Li & Ying-Hsiang Lin & Chih-Cheng Huang, 2022. "Application of the Innovative Model NIPA to Evaluate Service Satisfaction," Sustainability, MDPI, vol. 14(16), pages 1-14, August.
    7. Ruey-Chyn Tsaur & Chyoug-Hwa Chen, 2018. "Sustainable Tourism Planning for Taiwanese in Administrative Effects with Respect to Chinese Arrivals," Sustainability, MDPI, vol. 10(12), pages 1-19, December.
    8. Tseng, Ming-Lang & Wu, Kuo-Jui & Chiu, Anthony SF. & Lim, Ming K. & Tan, Kimhua, 2018. "Service innovation in sustainable product service systems: Improving performance under linguistic preferences," International Journal of Production Economics, Elsevier, vol. 203(C), pages 414-425.
    9. Chen, Chun-An, 2016. "How can Taiwan create a niche in Asia's cruise tourism industry?," Tourism Management, Elsevier, vol. 55(C), pages 173-183.
    10. Anisa Zahwa Akbara & Bee-Lia Chua & Heesup Han & António Raposo, 2021. "Investigating International Students’ Perception of Foodservice Attributes in Malaysian Research Universities," Sustainability, MDPI, vol. 13(15), pages 1-20, July.
    11. Ya Lan WANG & Tainyi LUOR & Pin LUARN & Hsi-peng LU, 2015. "Contribution and Trend to Quality Research—a literature review of SERVQUAL model from 1998 to 2013," Informatica Economica, Academy of Economic Studies - Bucharest, Romania, vol. 19(1), pages 34-45.
    12. Taplin, Ross H., 2012. "Competitive importance-performance analysis of an Australian wildlife park," Tourism Management, Elsevier, vol. 33(1), pages 29-37.
    13. Ryglová Kateřina & Rašovská Ida & Šácha Jakub, 2017. "Rural Tourism – Evaluating the Quality of Destination," European Countryside, Sciendo, vol. 9(4), pages 769-788, December.
    14. Baul Lee & Seung-Kook Park, 2022. "A Study on the Competitiveness for the Diffusion of Smart Technology of Construction Industry in the Era of 4th Industrial Revolution," Sustainability, MDPI, vol. 14(14), pages 1-20, July.
    15. Wang, Zhifang & Fu, Hongpeng & Jian, Yuqing & Qureshi, Salman & Jie, Hua & Wang, Lu, 2022. "On the comparative use of social media data and survey data in prioritizing ecosystem services for cost-effective governance," Ecosystem Services, Elsevier, vol. 56(C).
    16. Tseng, Ming-Lang & Wu, Kuo-Jui & Chiu, Anthony SF. & Lim, Ming K. & Tan, Kimhua, 2019. "Reprint of: Service innovation in sustainable product service systems: Improving performance under linguistic preferences," International Journal of Production Economics, Elsevier, vol. 217(C), pages 159-170.
    17. 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.
    18. Amalia Suzianti & Sabrina Ayu Paramadini, 2021. "Continuance Intention of E-Learning: The Condition and Its Connection with Open Innovation," JOItmC, MDPI, vol. 7(1), pages 1-14, March.
    19. Kateøina Mlejnková & Tomáš Dania & Ida Rašovská, 2021. "Quality of a Rural Destination: Visitor and Resident Approach," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 14(1), pages 87-99.
    20. Dehui Christina Geng & John L. Innes & Wanli Wu & Weiwei Wang & Guangyu Wang, 2021. "Seasonal Variation in Visitor Satisfaction and Its Management Implications in Banff National Park," Sustainability, MDPI, vol. 13(4), pages 1-17, February.

    More about this item

    Keywords

    Importance-Satisfaction Matrix; Health and Well-being Tourism; Thermalism; Chaves Thermal Spa; Customer;
    All these keywords.

    JEL classification:

    • I31 - Health, Education, and Welfare - - Welfare, Well-Being, and Poverty - - - General Welfare, Well-Being
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

    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:ris:jspord:1070. 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: Silvia Fernandes (email available below). General contact details of provider: https://edirc.repec.org/data/ctalgpt.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.