An Examination of Retail Dental Practices versus Private Dental Practices Using an Importance-Performance Analysis

Nitse, Philip S.; Bush, Robert P.

doi:10.1300/j026v11n01_14

Cited by 18 publications

(7 citation statements)

References 3 publications

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“…With this in mind, we focus on importanceperformance analysis. Since its proposal in the 1970s by Martilla and James (1977), this technique has been applied to diverse areas, including service quality evaluation (Ennew et al, 1993;Ford et al, 1999;Aigbedo and Parameswaran, 2004); consumer satisfaction (Matzler et al, 2004;Matzler et al, 2003); marketing strategy design (Martilla and James, 1977;Blake et al, 1978;Hawes and Rao, 1985;Keyt et al, 1994); and public management and planning (Nitse and Bush, 1993;Nale et al, 2000).…”

Section: Methodsmentioning

confidence: 99%

The Value of Client Perceptions in University Strategic Planning: An Empirical Research Study

Barrio‐García¹,

Martínez²

2009

Industry and Higher Education

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Given the normative changes in higher education at European, national and regional levels, together with social, economic, demographic and technological developments, universities need to adopt a client-oriented approach and to make this client orientation an integral component of their strategic planning process. The university's ‘clients’ should thus be involved in its strategic planning. This paper demonstrates how an importance–performance analysis applied to the perceptions of different groups of clients and stakeholders about the institution can be an effective tool in this regard. The proposed methodology will assist managers, and those responsible for university planning, to diagnose the internal situation of the institution by building matrices of points of excellence and deficiencies. In illustrating the effectiveness of this methodology, the authors stress the need for higher education institutions to move from a product orientation, based on the notion that the institution is best able to decide what its clients need, to a client orientation, based on knowledge of who its clients are and on a detailed investigation of their needs and interests.

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Section: Methodsmentioning

confidence: 99%

The Value of Client Perceptions in University Strategic Planning: An Empirical Research Study

Barrio‐García¹,

Martínez²

2009

Industry and Higher Education

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“…Importance-performance analysis (IPA) was created to address the customer satisfaction problems at an automobile dealership (Martilla & James, 1977) and subsequently applied to health care services (Cunningham & Gaeth, 1989), dental offices (Nitse & Bush, 1993), and financial institutions (Ennew, Reed, & Binks, 1993). IPA has also been used to assess perceptions of Ireland as a tourism destination (O'Leary & Deegan, 2005) and in studies of recreationist satisfaction with visitor centers (Megnak, Dottavio, & O'Leary, 1986), state park cabins (Hollenhorst, Olsen, & Fortney, 1992), and a ski area (Hudson & Shephard, 1998).…”

Section: Importance-performance Analysismentioning

confidence: 99%

Importance‐Performance and Segmentation: An Application at a Biosphere Reserve in Vietnam

Vaske¹,

Kiriakos²,

Cottrell³

et al. 2009

Journal of Travel & Tourism Marketing

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This paper examines how importance-performance analysis (IPA) used with segmentation can be an effective natural resource management tool. Data were obtained from visitors (n 5 368, response rate 5 66%) to the Can Gio Mangrove Biosphere Reserve, Vietnam. Two distinct user segments were identified according to their preference for facility development within the reserve. The two segments differed in their importance-performance ratings for (a) attractions, (b) beach facilities and services, (c) facilities in the area, and (d) beauty of the area. Those favoring development rated each of these reserve attributes as more important (p , .001) than those less disposed to additional development. Those favoring development rated the performance of three of four attributes positively, while all four attributes received negative performance scores for those less disposed to additional development. Implications show that segmentation can allow for more accurate planning and decision making.

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“…The versatility of the IPA technique has been reported in a diverse range of applications, such as the evaluation of: hotel service quality (Deng, Chen, & Pei, 2008;Deng & Pei, 2009), guest technologies in the lodging industry (Beldona & Cobanoglu, 2007), long-distance highway transport service quality (Huang, Wu, & Hsu, 2006), critical incidents at a destination (Pritchard & Havitz, 2006), satisfaction with an automotive industry supplier (Matzler, Bailom, Hinterhuber, Renzl, & Pichler, 2004), determinant short break holiday destination attributes (Pike, 2002), perceptions of wineries (O'Neill & Charters, 2000), employee satisfaction (Graf, Hemmasi, & Nielsen, 1992;Havitz, Twynam, & DeLorenzo, 1991;Novatorov, 1997;Williams & Neal, 1993), operations improvement priorities (Slack, 1994), banking (Ennew et al, 1993), dental practices (Nitse & Bush, 1993), national competitiveness (Leong & Tan, 1992), a new sports complex (Bartlett & Einart, 1992), tourism policy (Evans & Chon, 1989), communication effectiveness (Richardson, 1987), therapeutic recreation services (Kennedy, 1986), and breakfast food brands (Sethna, 1982).…”

Section: Introductionmentioning

confidence: 99%

Longitudinal Evaluations of Student Satisfaction With a Postgraduate Unit Using Importance-Performance Analysis

Pike

Larkin

2010

Journal of Teaching in Travel & Tourism

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The Australian tourism tertiary education sector operates in a competitive and dynamic environment, which necessitates a market orientation to be successful. Academic staff and management in the sector must regularly assess the perceptions of prospective and current students and monitor the satisfaction levels of current students. This study is concerned with the setting and monitoring of satisfaction levels of current students, reporting the results of three longitudinal investigations of student satisfaction in a postgraduate unit. The study also addresses a limitation of a university's generic teaching evaluation instrument. Importance-Performance Analysis (IPA) has been recommended as a simple but effective tool for overcoming the deficiencies of many student evaluation studies, which have generally measured only attribute performance at the end of a semester. IPA was used to compare student expectations of the unit at the beginning of a semester with their perceptions of performance 10 weeks later. The first stage documented key benchmarks for which amendments to the unit based on student feedback could be evaluated during subsequent teaching periods.

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An Examination of Retail Dental Practices versus Private Dental Practices Using an Importance-Performance Analysis

Cited by 18 publications

References 3 publications

The Value of Client Perceptions in University Strategic Planning: An Empirical Research Study

The Value of Client Perceptions in University Strategic Planning: An Empirical Research Study

Importance‐Performance and Segmentation: An Application at a Biosphere Reserve in Vietnam

Longitudinal Evaluations of Student Satisfaction With a Postgraduate Unit Using Importance-Performance Analysis

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