Importance-Performance Analysis

Purpose -The interpretation of the importance/performance map is based on an assumption of independence between importance and performance but many studies question the validity of this assumption. The aim of this research is to develop a new typology for job satisfaction attributes as well as a new importance/performance map that can be an aid for organizations when they prioritize their improvement actions based on a job satisfaction study. Design/methodology/approach -A typology for possible relationships between importance and performance in job satisfaction studies is developed based on theoretical considerations. This typology is then applied and validated on approximately 10,000 responses from the European Employee Index 2002. Ultimately a new importance/performance map for priority setting in job satisfaction studies is developed based on the new typology for possible relationships between importance and performance. Findings -The result of this analysis showed that the assumption of independence between the importance and performance is invalid in certain situations.

Purpose: The aim of this paper is to describe and apply a new three-step approach to prioritizing service attributes in formulating quality-improvement strategies. In particular, the paper demonstrates the value of impact range-performance analysis (IRPA) and impact-asymmetry analysis (IAA) in prioritizing quality attributes for improvement. Design/methodology/approach: The proposed new analytical framework is developed and presented. Data from a survey on satisfaction with airport passenger services are then used to demonstrate the proposed approach. Improvement priorities are derived using a three-step analytical framework. Research implications: This paper raises several conceptual issues concerning importance-performance analysis (IPA). In particular, the study contends that direct and indirect measures of the 'importance' of an attribute are not measuring the same construct. Practical implications: Managers who use IPA to prioritize the improvement of service attributes might obtain misleading recommendations. In particular, managers should be aware that the impact of an attribute on overall customer satisfaction can vary significantly with different levels of performance of that attribute. Originality/value: The study proposes a revised approach to IPA in which the traditional measure of 'attribute-importance' is replaced by a measure of the range of attribute-impact on overall customer satisfaction (RIOCS). Moreover, a new analysis provides detailed information on asymmetric relationships between attribute-level performance and overall customer satisfaction (OCS). Keywords: improvement priorities, attribute-importance, asymmetric impact on customer satisfaction Paper type: Research paper  A comparison of results from IAA and IRPA showed that there was no need to change priorities derived through IRPA, except for one attribute-that of 'staff politeness'. The performance level of 'staff politeness' was found to be high, but the attribute was a high-impact satisfier, which means that it still has unused satisfaction-generating potential. Because only medium priority was assigned to this attribute through IRPA, airport service managers should consider increasing its priority. These general and specific implications for managers reflect the practical applicability and usefulness of a combination of impact range-performance analysis (IRPA) and impactasymmetry analysis (IAA) in according appropriate priorities to various quality attributes in formulating quality-improvement strategies.

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Purpose -The main purpose of this paper is to define and measure entrepreneurial universities in Iranian context. Also, authors have tried to propose a comprehensive model with detailed components in order to elaborate the concept. Design/methodology/approach -In this research we first analyzed the existing entrepreneurial university models (i.e. Guerrero et al., 2006) in focus group sessions. The result of this analysis was main dimensions of our model, which will be presented in the next parts of this paper. The proposed model is best suited to Iranian context and experts have approved its validity. Then, the importance of each dimension was determined by experts and compared with current performance, in order to investigate the applicability of each dimension. Hence, Importance-Performance charts were provided to elaborate the research results. These charts could be used to make policies. Also, in order to provide a better understanding of the entrepreneurial university dimensions in Iran, we used TOPSIS to prioritize the elements in each dimension of the model. Findings -Through this study, a comprehensive model was proposed which includes 9 building blocks (i.e. formal, informal, and internal inputs; formal, informal, and internal processes; and formal, informal, and internal outputs). Then, a measurement and investigation is done using Importance-Performance Analysis (IPA) and TOPSIS methods. The result of our study is a set of building blocks of entrepreneurial universities, which include a number of prioritized variables. Practical implications -The results of this study could be useful for academics, scholars and policy makers. Scholars and academics may take advantage of the proposed model to better understand and define an entrepreneurial university, while policy makers might pay attention to the results of the IPA and prioritized variables, in order to devise better policies and pave the way for universities to become more and more entrepreneurial. Originality/value -This study could be useful in two ways. Practically, it could be used as a basis to understand and measure entrepreneurial universities. Theoretically, it offers a model with 9 building blocks, which internally and externally investigates the entrepreneurial universities. This view is somewhat different from the existing models in the literature.

Abstrak Ruangguru merupakan perusahaan teknologi terbesar dan terlengkap di Indonesia yang berfokus pada layanan berbasis pendidikan. Perusahaan ini didirikan sejak tahun 2014 oleh Belva Devara dan Iman Usman. Kemudian pada tahun 2016, Ruangguru meluncurkan sebuah aplikasi mobile yang berguna untuk pembelajaran jarak jauh sehingga memberikan kemudahan akses bagi para penggunanya. Pengguna dari aplikasi ini sendiri adalah para pelajar jenjang SD, SMP dan SMA. Namun, dalam penerapan teknologi dan informasi terutama pada produk aplikasi berbasis mobile / smartphone kepada masyarakat, selalu memiliki penilaian yang beragam terhadap suatu produk aplikasi tersebut. Oleh karena itu, masyarakat selalu mengutamakan konten yang berkualitas maupun keakuratan informasi yang disajikan. Maka tujuan dari penelitian ini adalah untuk mengetahui kualitas Content, Accuracy, Format, Ease of Use, Timelines pada aplikasi Ruangguru berdasarkan metode End-User Computing Satisfaction (EUCS). Pengumpulan data diperoleh dari penyebaran kuesioner kemudian dilakukan analisis deskriptif dan metode importance performance analysis (IPA) yang menilai kinerja dari aplikasi Ruangguru berdasarkan kepentingan dari setiap variabel yang ada. Karakteristik populasi dalam penelitian ini adalah pengguna dari aplikasi Ruangguru itu sendiri yang difokuskan pada para pelajar jenjang SD, SMP dan SMA dengan teknik pengambilan sampel menggunakan random sampling berjumlah 100 responden. Abstract Ruangguru is the largest and most comprehensive technology company in Indonesia focusing on education based services. The company was founded in 2014 by Belva Devara and Iman Usman. Later in 2016, Ruangguru launched a mobile application that useful for distance learning thus providing easy access for its users. The users of this application itself are students of Elementary, Junior High, and High School. However, in the application of technology and information especially in the product based mobile/smartphone application to the community, always have a diverse assessment of the application product. Therefore, the community always prioritizes quality content and the accuracy of the information presented. Therefore, the purpose of this research is to know the quality of Content, Accuracy, Format, Ease of Use, Timelines in the Ruangguru apps based on user experience with End-User Computing Satisfaction (EUCS) method. Data collection is obtained from the dissemination of questionnaires then conducted descriptive analysis and importance performance analysis (IPA) method which assesses the performance of Ruangguru apps based on the importance of each existing variable. The population characteristics in this study are users of Ruangguru itself focused on Elementary, Junior High, and High School students with sampling techniques using random sampling amounting to 100 respondents.

This study examines hospitality crisis management practices within the context of the Indian hospitality industry. The study is a replication of a study previously conducted in Israel. The study employs a questionnaire that evaluates the importance and usage of four themes of practices: marketing, hotel maintenance, human resources and governmental assistance. The findings illustrate which practices managers consider important and which practices managers actually use during a crisis. The paper concludes with recommendations for future research and management of crises.

Recently, researchers have suggested an approach to tourism destination competitiveness that goes beyond conventional destination attributes to include, in addition, generic business factors of competitiveness. Despite its apparent promise, there appears to have been little applied research building on this combined approach. This paper is designed to address this gap. Factors pertaining to the competitiveness of both the destination's attractions and its tourism industry were used to construct an instrument that was used to survey tourism practitioners in Hong Kong. Respondents were asked to rate the factors for both importance and relative competitiveness, in a method consistent with importance performance analysis (IPA). The results were analysed and discussed by reference to the IPA Grid. The paper concludes that the study has developed a promising research methodology that offers a quantitative, theoretically informed empirical analysis that will be able to provide a basis for managerial and policy decisions in the tourism industry. r

Computer Assisted Test (CAT) merupakan salah satu produk/jasa unggulan Badan Kepegawaian Negara yang digunakan untuk menyeleksi Calon Aparatur Sipil Negara. Keberhasilan suatu produk/jasa dapat diketahui dari tingkat kepuasan pengguna jasa tersebut. Tujuan penelitian ini yaitu untuk mengetahui tingkat kepuasan peserta ujian CAT. Metode yang digunakan dalam penelitian ini adalah metode Servqual yang digunakan untuk melihat dimensi kualitas pelayanan. Penelitian ini juga untuk mengetahui atribut-atribut mana yang menjadi prioritas perbaikan dengan menggunakan metode Importance Performance Analysis. Selanjutnya untuk mengetahui tingkat kepuasan secara keseluruhan didalam penelitian ini menggunakan metode Customer Satisfaction Index. Hasil dari penelitian ini terdapat 6 atribut yang menjadi prioritas perbaikan pelayanan ujian dengan Computer Assisted Test (CAT) di Kantor Regional VIII BKN Banjarmasin, yaitu : kemudahan memahami materi soal, ketersediaan video tutorial, kemudahan menghubungi petugas CAT ketika terjadi permasalahan, komunikasi yang baik dengan petugas CAT, keluhan dan saran ditanggapi dengan baik oleh petugas, petugas memberikan semangat dan motivasi bagi peserta yang belum berhasil. Selanjutnya hasil indeks kepuasan peserta ujian CAT secara keseluruhan terhadap atribut-atribut pelayanan yang diberikan oleh Kantor Regional VIII BKN Banjarmasin pada peserta ujian CAT telah memuaskan yaitu dengan nilai sebesar 0,80 atau dengan persentase sebesar 80 %.

This study identified and analysed current corporate social responsibility (CSR) practices and benefits gained from implementing these activities in the United States (US)lodging industry. A survey of the US-based hotel executives showed that the most important and highest performing initiatives tended to be popular environmental practices focused on energy, waste and water management. Hotel executives reported that cost savings and brandingrelated outcomes were the greatest benefits from CSR implementation. It is argued that increased consumer and managerial learning of CSR activities from a holistic perspective is critical to moving the CSR program forward in the lodging industry.

Conceptualizing relationship between external environment, firm capabilities, strategic responses and performance. External environment will be argued that it positively Influences performance. Other perspectives have posited that firm capabilities moderate the choice of strategic choice.

Rapid tourism growth over recent decades has brought with it a number of challenges for accommodation providers, and particularly located on small islands. Increasing competition has necessitated the need to secure high customer satisfaction, and to develop techniques that allow such satisfaction to be measured and monitored. Traditional tourist satisfaction research commonly used standard Likert-type scales to assess to what degree tourists were satisfied with certain attributes. However, this method neglects the fact that some of these attributes are of more or less importance to guests than others. The Importance-Performance Analysis (I-P Analysis) measures both the importance of an attribute to the guest, as well as the satisfaction with the same attribute. An I-P survey and analysis was conducted at a backpackers resort on Robinson Crusoe Island, Fiji. Results show that resort management know their target audience and cater well for them. However, results also show that there is room for improvement in some areas, and that other areas appear to get too much attention.

The purpose of this research is to investigate the wine tourism experience from the perspective of Generation Z adults in Greece, following an actual winery visit. Responses were obtained from a total of 306 respondents drawn from student groups visiting a winery in the Achaia region of the Peloponnese, Western Greece, using convenience sampling. A list of winescape attributes was adopted for testing and used to structure self-administered questionnaires. The data collected were analysed using a factor-analytic and Importance-Performance Analysis framework. Five factors that promote understanding of the desired wine tourism experience of Generation Z adults were identified, namely: Cost Considerations and Wine & Entertainment both perceived to be important but the winery’s performance on the same was poor; Destination Attributes and Service Staff both perceived to be important with good performance; and Learning about Wine perceived unimportant with low performance. This is the first academic study focusing specifically on the winery experience from the perspective of Generation Z. As such it has provided new and useful insights for researchers and managers in the wine industry concerning the experience of this under-researched generational cohort.

Tingginya permintaan akan kendaraan sepeda motor membuat perusahaan pembiayaan yang ada di Kota Batam bersaing ketat untuk memperoleh konsumen. Tingkat kesuksesan perusahaan pembiayaan dipengaruhi dengan seberapa besar kepuasan yang dirasakan melalui kualitas pelayanan, kualitas produk dan kepercayaan dalam persepsi konsumen. Tujuan penelitian untuk mengetahui pengaruh kualitas pelayanan, kualitas produk dan kepercayaan, baik secara simultan maupun parsial terhadap kepuasan konsumen. Objek penelitian adalah PT. FIFGROUP Cabang Batam. Populasi penelitian adalah konsumen pada tahun 2021 dan sampel penelitian sebanyak 60 responden. Alat analisis menggunakan Metode Customer Satisfaction Index (CSI) dan  Importance performance Analysis (IPA). Hasil penelitian menunjukkan kualitas pelayanan, kualitas produk dan kepercayaan memiliki pengaruh positif dan signifikan baik secara simultan maupun parsial terhadap kepuasan konsumen. Pihak manajemen sebaiknya memperhatikan harapan dan penilaian konsumen agar terciptanya kepuasan konsumen dalam menggunakan jasa perusahaan.

As a tool to develop marketing strategies, importance-performance analysis has gained popularity among hospitality and tourism researchers for its simplicity and ease of application. This article revisited several conceptual and methodological issues inherent, but often overlooked, in using the importance-performance analysis framework. The author conducts a critical review of past studies, reanalyzes published data to raise questions, and develops suggestions for future hospitality and tourism research applying importance-performance analysis. The primary goal of this article was to stimulate further discussion and research on the validity and reliability of widely adopted importance-performance analysis. r

User Experience Questionnaire is a common and valid method to measure the User Experience (UX) for a product or service. In recent years, these questionnaires have established themselves to measure various aspects of UX. In addition to the questionnaire, an evaluation tool is usually offered so that the results of a study can be evaluated in the light of the questionnaire. As a rule, the evaluation consists of preparing the data and comparing it with a benchmark. Often this interpretation of the data is not sufficient as it only evaluates the current User Experience. However, it is desirable to determine exactly where there is a need for action. In our article we present an approach that evaluates the results from the User Experience Questionnaire (UEQ) using the importance-performance analysis (IPA). The aim is to create another possibility to interpret the results of the UEQ and to derive recommendations for action from them. In a first study with 219 participants, we validated the approach presented with YouTube and WhatsApp. The results show that the IPA provides additional insights from which further recommendations for action can be derived.

As international tourism becomes a global phenomenon and its volume increases rapidly, understanding cultural differences and similarities provides destination marketers in a host country with a strategic platform upon which any planning and marketing efforts should be grounded. Based on the theory of cultural value orientation, the current study focuses on a cross-cultural comparison between the two markets most important to Guam tourism: Japanese and Korean leisure travelers. Using Importanceperformance analysis, the evaluative image of Guam perceived by Korean travelers is compared with that perceived by Japanese travelers to uncover any differences between these two nationality groups. The results clearly indicate a contrast between the two groups in terms of destination evaluations and behavioral patterns.

To enhance transport efficiency and service quality, a lot of countries are actively promoting Intelligent Transportation System (ITS) on public transportation today. The transport efficiency and service quality that people concern mostly are less waiting time and the reliability of the system. Dynamic bus information system is one kind of more efficiency transportation service of intelligent transportation system. Therefore the valuation of dynamic bus information system on public transportation becomes an important issue. This study builds a theoretical framework to create a survey and perform a practical investigation among users of the dynamic bus information system of Taiwan. It is an interesting finding that the dissatisfied problem tends to be a not familiar phenomenon for user.

While a growing number of small-and medium-sized enterprises (SMEs) are making use of coaching, little is known about the impact such coaching has within this sector. This study sought to identify the factors that influence managers' decision to engage with coaching, their perceptions of the coaching 'journey' and the kinds of benefits accruing from coaching: organisational, personal or both. As part of a mixed methods approach, a survey tool was developed based upon a range of relevant management competencies from the UK's Management Occupational Standards and responses analysed using importance-performance analysis, an approach first used in the marketing sector to evaluate customer satisfaction. Results indicate that coaching had a significant impact on personal attributes such as 'Managing Self-Cognition' and 'Managing Self-Emotional', whereas the impact on business-oriented attributes was weaker. Managers' choice of coaches with psychotherapeutic rather than nonpsychotherapeutic backgrounds was also statistically significant. We conclude that even in the competitive business environment of SMEs, coaching was used as a largely personal, therapeutic intervention rather than to build business-oriented competencies.

A study was carried out to investigate customer satisfaction level towards the public transportation services provided by Consortium Express Bus Company. 200 respondents consisting of 65 men and 135 women participated in the study survey. The survey was conducted in three bus stations in Kuala Lumpur and Selangor areas, namely Pudu Bus Station, Kajang Bus Station, and Putra Bus Station. Importance-Performance Analysis was used to identify customer perceived factors that needed to be prioritized for improvement. From this analysis, drivers and counter staffs were categorized as factors which needed to be given consideration. Customers were satisfied with the comfort, security, and ticket prices; thus the kind of services given must be maintained. Customer Satisfaction Index was used to analyze customer satisfaction level and was found to be 64.1%. This indicates that overall, the bus express services were at a moderate level of satisfaction.

Visitor satisfaction has been an important area for leisure research since the 1960s and more recently for park management. A number of approaches have been adapted from consumer research including importance-performance analyses, gap analyses, threshold performance targets and overall satisfaction. This paper reviews these approaches with respect to park management. It then draws on focus group research with protected area

Abstracts: Nowadays amount of solid wastes are increasing very fast. Accumulation of urban solid wastes is not balanced in perspective of good environmental management. Therefore, the study of urban solid wastes management system and the participation of urban communities in solid wastes management is needed. This study aimed to analyze level of importance and performance of the existing solid wastes management system, urban communities' participation, and relationship between urban community perception and their participation in existing system of solid waste management in Tomohon City. Scientific methodes in data analysis are the Importance Performance Analysis (IPA), The Chougill's ladder for participation level, and the Product-Moment correlation.Results of research suggested that existing waste management aspects that are on the first quadrant (as the main priority), consist of (a) lack of cleanliness of the solid wastes collection sites, . The relation between community perception (X) and community participation (Y) is statistically significant (r = 0.983). It is concluded that "community participation" in solid wastes management is significantly determined by their "perception".

This study aims to identify Instagramable spots in Mount Papandayan tourist areas; to measure the gap of tourists’ perception of Instagrammable spots; and to find appropriate marketing strategy for shareholders to improve the tourists’ interest in visiting Mount Papandayan. This was a quantitative study and applied Importance Performance Analysis (IPA). The population of this study was tourists who have visited all spots in Mount Papandayan. A total of 100 respondents were selected based on purposive sampling technique. It used a questionnaire to collect the data. The result of the study showed that there was only a small gap between tourists’ expectations and reality. It could be concluded that Instagrammable spots in Mount Papandayan met the tourists’ expectations. The implication of this study is creating an effective marketing strategy in managing Mount Papandayan Tourism via Instagram.

This paper utilizes a confirmatory passenger continuance behavior model to appraise highspeed rail service quality and performance. Surveys are administered for Taiwan High-Speed Rail (THSR) and Korea Train eXpress (KTX) corporations to gain an understanding of passengers' perceptions of the operational performance using a proposed satisfaction index. A modified importance-performance analysis is employed to enable elaboration of strategic service management decisions. The empirical study concludes that level of access to THSR station and personal space on KTX train are the top-priority quality indicators that need to be addressed to improve customer satisfaction and corporate profits.

A number of watershed partnerships have emerged in the western US to address the impacts of wildfire through investing in wildfire mitigation activities. To motivate collective action and design effective risk mitigation programs, these stakeholders draw on evidence linking wildfire mitigation to outcomes of interest. To advance knowledge in this area, we 1) assessed the strength of existing scientific evidence linking wildfire mitigation treatments with societal outcomes and 2) measured the importance of this evidence to watershed partnerships in the western US. To address objective one, we created a systematic evidence map to identify the most common wildfire mitigation treatment and societal outcome relationships reported. From the more than 100 studies examined, we found that the most commonly studied linkages were related to the impacts of thinning on infrastructure and timber. To answer objective two, we surveyed 38 professionals affiliated with organizations involved in eight watershed partnerships in the western US. We asked about the relative importance and strength of evidence linking wildfire treatments to societal outcomes for their watershed partnership, and used this information to create an importance-strength analysis and gap analysis. We found that most linkages were considered important to these organizations, and that the biggest gap identified was for evidence linking mulching to water quality or quantity outcomes. Forest and wildfire specialists perceived a larger need for additional evidence generation than other professional groups. Jointly, the results from this study point to areas of evidence generation important for watershed partnerships and other organizations involved in wildfire mi-tigation, and suggest a need to more thoroughly disseminate information about existing evidence to this new group of stakeholders investing in wildfire risk mitigation.

There are intensive studies on the issues of environment practice and business innovation capability, have been dealt with extensively from practitioners and academicians, however, studies on the evaluation of green business innovation capabilities (GBICs) are few. This study tackles the evaluation assessment using fuzzy set theory, analytical network process and importance-performance analysis. Specifically, this study is using the theoretical framework of GBICs and proposed hybrid approach, which are new in the theoretical and empirical literatures. An expert group was empirical assessment to the perception on PWB sector and a manufacturing firm is evaluated. The analytical results indicated that this proposed hybrid method is a suitable and effective method for identifying and analyzing the strategic competitiveness of GBICs at case firm, especially when evaluation criteria are dependent in uncertainty.

The Pandemic of COVID-19 that hit the world hit sales performance in the optical retail sector. This makes management have to adapt to the changes that occur. One of them is to improve service in accordance with customer expectations. The analysis was carried out by internal and external methods. The internal method uses a fishbone diagram while the external method uses Servqual analysis and Importance Performance Matrix. The research method is carried out by observation, literacy studies, Focus Group Discussions, and surveys to 100 respondents who are optical customers. The results showed that customer segmentation, reduced operating hours, incentive schemes, and many customers switching to online sales were the main causes of declining sales. The Empathy dimension has the biggest gap and the priority for service improvement is product price, order lens manufacturing process, product quality, and product warranty service.

For tourists travelling by air, airports typically represent the places where their first and last impression of a destination is formed. Airports are thus not only an important element of the tourism infrastructure that facilitates tourism flows, but also an important element of the tourism experience that contributes to the creation of tourist satisfaction/dissatisfaction. In light of this, the aim of this study is to introduce a new analytical framework for prioritizing airport passenger services in quality improvement strategies. The managerial value of the framework is demonstrated in an empirical study which involved a survey of 1017 airline passengers at a major Croatian intemational airport. The main advantages of the proposed framework are that (a) it solves several shortcomings of traditional importance-performance analysis and (b) it accounts for possible asymmetric effects in customer satisfaction.

A large number of management quality models that are universally applied in the business environment, have been adapted and used in the education sector. The aim of this paper is to assess the quality attributes of higher education from different perspectives, namely from that of School of Technology and Management students, applying the Importance-Performance Analysis. The results show that students are satisfied with their institution.

An assessment of how hotel guests view in-room technology compared the importance of those technologies to how they perform. Based on 265 responses, this importance-performance analysis indicates that important basic technologies like in-room temperature controls and alarm clocks fail to perform in the way guests want, while relatively new technologies like plasma screen TVs and in-room printers and faxes are less important but perform well when they are in place. In addition, the study finds that internet access is an integral part of the lodging product. G uest-room technologies have become the focus of recent industry initiatives to replicate homebased technologies in hotel rooms and keep pace with the technologies used by U.S. consumers. Given that technology is integral to a hotel stay, the purpose of this study is to evaluate the importance and

This study is to present a new revised Simultaneous Importance Performance Analysis (SIPA), which is using Gap Analysis to calculate service performance attributes and utilizing multiple regression to establish implicit importance of service attributes, so as to distinguish the competitive differences between their operation and competitors. The mobile telecommunication industry in Taiwan is taken as an example to illustrate the modification of SIPA.

Achieving competitive advantage for any destination in times of rapid global change requires tourism stakeholders to have a clear understanding of the direction of change and its implications for business or destination management. The challenges are particularly acute for emerging destinations such as Slovenia. The paper discusses tools for measuring destination performance with particular focus on ImportanceePerformance Analysis (IPA). Using IPA the paper develops a priority ordering for Slovenian tourism stakeholders to debate, modify and to adopt actions that can help them prepare for the challenges arising from global trends. The survey instrument used for this study asks respondents to highlight both the important areas that should be addressed by tourism stakeholders in Slovenia and also the performance of Slovenia in respect of the success or otherwise of the strategies that are currently being pursued to enhance destination competitiveness. The findings reveal that there are a number of areas in which the Slovene tourism industry considers itself to be underperforming in the implementation of strategies to eliminate drift. The paper explores some of the implications of the findings for strategic action and implementation, making some concluding comments on destination development strategy while highlighting areas for further research.

Importance-Performance Analysis (IPA) is a simple and useful technique for identifying those attributes of a product or service that are most in need of improvement or that are candidates for possible cost-saving conditions without significant detriment to overall quality. To this end, a twodimensional IPA grid displayed the results of the evaluation about importance and performance of each relevant attribute. This paper shows that ordinal preferences are better than metric measures of the importance dimension and proposes a formula to transform the ordinal measure into a new metric scale adapted to the IPA grid. This formula makes allowances for the total number of features considered, the number of rankings, and the reported orders of preference.

The purpose of this study is to introduce importanceperformance analysis as exhibitors' trade show performance evaluation and benchmarking tool. Importance-performance analysis takes into account exhibitors' prior performance expectation together with perceived performance to evaluate and benchmark trade show performance. When used as trade show performance evaluation and benchmarking tool, importance-performance analysis offers exhibitors appropriate performance improvement strategies on several trade show activities. This study uses empirical data obtained from exhibitors of an international trade show to demonstrate how importance-performance analysis can be used to evaluate and benchmark trade show performance. The study also discusses normative and the theoretical implications of the proposed method.

Background: The evaluation of the quality of a service is the critical assessment of the degree to which the service, or its component, provides customers’ satisfaction. Monitoring customer satisfaction is an important and useful quality improvement tool for clinical laboratories and health care organizations. The purpose of this research is to evaluate the satisfaction level with laboratory services among attending physicians, and to identify factors associated with satisfaction and priorities for quality improvement.

Material and methods: A cross-sectional study was conducted at the University Hospital of Kinshasa. Data were collected through a reliable and valid interviewer-administered questionnaire and analyzed by using SPSS version 21. The correlation between associated factors and customer satisfaction was analyzed using the chi-square test and multivariate regression analysis. The Importance-Performance Analysis was the determinant of improvement priority.

Results: The overall level of customers’ satisfaction toward clinical laboratory services in this study was 45.2% with a response rate of 330 (100%). Gender (ORadj = 1.75, 95% CI 1.06, 2.91), Department (ORadj = 3.09, 95% CI 1.50, 6.37) and academic title (ORadj = 6.85, 95% CI 3.51, 8.81) were found to have a statistically significant association with the overall satisfaction. Results accuracy (I=0.944, P=4.7), laboratory turnaround time (I= 0.932, P= 4.8), and availability of all the tests requested by physicians (I=0.917, P=4.9) were the most important opportunities for quality improvement.

Conclusion: The overall level of customers’ satisfaction with laboratory services was low. Thus, the laboratory management must establish preventive and corrective measures to improve the results’ accuracy, reduce the laboratory turnaround time, and ensure the availability of all the tests requested by physicians.

Keywords: Customers satisfaction, clinical laboratory, services’ quality, continuous improvement, Democratic Republic of the Congo.

Generation Z (Gen Z), as consumers, represent the future of the wine tourism industry. Yet to date it has escaped the attention of wine tourism researchers. This study sought to begin addressing this gap, by investigating the winery experiences of Gen Z in Greece. A list of attributes of the winery visit was adopted for testing and a sample of Gen Z higher education students (n=156) participating on a winery field trip was used to determine the perceived importance and performance of each attribute. The results show that the core wine product has limited appeal for Greek Gen Z consumers, who are mostly interested in spending a pleasurable day outdoors with opportunities to socialise with friends, enjoy the food and scenery, and undertake non-wine related activities.

Different transport stakeholders have different needs for transport infrastructure and services. Achieving stakeholder satisfaction implies a total quality management (TQM) that continuously improves service quality. However, few studies have discussed service quality in relation to urban transport systems. This study proposes an instrument based on SERVQUAL for measuring urban transport service quality from a stakeholder perspective. The proposed instrument is developed and tested through exploratory and confirmatory factor analyses. The gaps between stakeholder expectations and actual received and the gaps associated with stakeholders' expectations and the perceptions of these expectations by professionals are examined. Importance-performance analysis is used to construct a service attribute evaluation map for determining resource allocation to improve service quality. The application is illustrated through an empirical study to discuss the managerial implications in the Taipei metropolitan area. The analytical results reveal the existence of gaps and that stakeholders are more concerned with reliability and safety dimensions.