Importance-performance analysis of UK and US bank customer perceptions of service delivery technologies

Joseph, Mathew; Allbright, David; Stone, George Winchester; Sekhon, Yasmin K.; Tinson, Julie

doi:10.1504/ijfsm.2005.007985

Cited by 35 publications

(31 citation statements)

References 18 publications

(28 reference statements)

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“…The study has applied the IPA tool which has been used and validated by several researchers (Abalo, Varela, and Manzano, 2007, Azzopardi, and Nash 2013, Chu, and Choi 2000, Hawes, and Rao 1985, Joseph, Allbright, Stone, Sekhon, and Tinson, 2005, Levenburg, and Magal 2005, Wu and Shieh 2009, Ziegler, Dearden, and Rollins 2012.…”

Section: Discussion and Managerial Implicationsmentioning

confidence: 99%

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Mohsin

Lengler

2015

Journal of Hospitality and Tourism Management

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. (2015) 'Service experience through the eyes of budget hotel guests : do factors of importance inuence performance dimensions?', Journal of hospitality and tourism management., 23 . pp. 23-34. Further information on publisher's website: Use policyThe full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-prot purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. AbstractThe aim of this study is to test the influence of dimensions of importance (expectations) in hotel services on performance (actual experience) within the context of budget hotels in China. A theoretical model and nine hypotheses are tested to indicate whether the dimensions of importance such as room service, room comfort and reservation process, have any impact on performance dimensions such as in-room dining, front office service, room amenities and hotel access and safety. A final model is proposed which reflects the relationship between the constructs. The study uses a survey and interview technique. Findings from the analysis of 355 respondents from budget hotels in the Hainan province of China suggest statistical significances in several areas of relationship between rating of importance by the budget hotel guests and performance dimensions. Overall, the results indicate a significant difference between expectations of the guests and actual experiences, thus highlighting managerial implications. The current study cannot claim to be wholly conclusive as it is limited to a small sample size from only one province of China and there could be subjectivity in responses. From a practitioner's perspective the study provides an opportunity to recognise features that are considered important by the guests staying in budget hotels in the Hainan Province, China and to identify the areas of disparity in service and product quality. Despite decades of research and abundance of published studies service quality still remains an important issue within the lodging industry. This study provides an opportunity for budget hotel management generally and China's budget hotel management specifically to understand which factors have a significant impact on hotel guests' importance ranking and performance dimensions to assess customer satisfaction. The study investigates service quality perceptions of budget hotel guests in China, an area where research is generally sparse within the context of Asia and almost non-existent within the context of China. From this perspective the study contributes to the service quality literature in the lodging industry specifically the budget hotels. Keywords:Service quality, Customer satisfaction, Budget Hotels, Ch...

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Section: Discussion and Managerial Implicationsmentioning

confidence: 99%

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Mohsin

Lengler

2015

Journal of Hospitality and Tourism Management

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“…The IPA analysis was introduced by Martilla and James (1977). Since then IPA has been applied to a diverse range of context including various branches, among them: automotive (Meng and Yun, 2016), food (Tzeng and Chang, 2011), health care (Yavas and Shemwell, 2001;Olbrych and Łopyta, 2011;Gajewska and Piskrzyńska, 2016), tourism (Guadagnolo, 1985;Haahti and Yavas, 2004), educations (Biesok and Wyród-Wróbel, 2015;Kitcharoen, 2004), banking (Joseph et al, 2005).…”

Section: Importance-performance Analysis (Ipa)mentioning

confidence: 99%

Decision Making on Various Approaches to Importance-Performance Analysis (IPA)

Wyród-Wróbel¹,

Biesok²

2017

EJOBSAT

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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.

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“…IPA has been applied in various fields (Eskildsen & Kristensen, 2006) especially, in studying the performance of IT services (Ainin & Hisham, 2008), assessment of consumers (Sampson & Showalter, 1999), marketing management (Ford, Joseph, & Joseph, 1999), health (Hawes & Rao, 1985;Dolinsky & Caputo, 1991;Skok, Kophamel, & Richardson, 2001;Yavas & Shemwell, 2001;Ábalo, Varela, & Rial, 2006), banking (Yeo, 2003;Joseph, Allbrigth, Stone, Seknon, & Tinson, 2005), hospitality (Weber, 2000), industrial marketing management (Hansen & Bush, 1999;Matzler, Bailom, Hinterhuber, Renzl, & Pichler, 2004), marketing (Novatorov, 1997), tourism (Evans & Chon, 1989;Hollenhorst, Olson, & Fortney, 1992;Duke & Mont, 1996;Zhang & Chow, 2004;Dominique-Ferreira & Silva, 2011), and service quality (Ennew, Reed, & Binks, 1993;Matzler, Sauerwein, & Heischmidt, 2003). However, the final location of the axes of the quadrants is one of the main difficulties in IPA.…”

Section: Fields Of Application Of Ipamentioning

confidence: 99%

Applying Importance-Performance Analysis to the Management of Health Care Services

Catarina¹,

Maia²,

Feira³

2012

CUBR

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Importance-performance analysis (IPA) is a strategic approach to measure users' satisfaction and simply and functionally identify the strengths and the areas of improvement in a particular service. By first ascertaining the importance that users assign to the most relevant attributes of a service and subsequently evaluating the performance of each service, we can obtain a (Cartesian) graph with four quadrants. This graph allows an intuitive assessment of its operation and the implementation of appropriate recommendations for brand management.Therefore, IPA is widely used nowadays, especially in the health services. The present work is a part of a larger study that analyzes satisfaction among the professionals in the health services of Feira-Arouca, Portugal. In this sense, our main objective is to illustrate the considerable potential of IPA in health management in order to enable professionals and managers to identify some of the weaknesses of the health services and management of the Group Health Centers of Feira-Arouca. In this way, the study was based on 189 professionals working in the health sector.The results show that although financial accounting and the provisioning service are the two most important attributes, their performance is very low as compared to their importance. Simultaneously, representing the results on the basis of the classic model of IPA does not allow a clear and strategic interpretation and development of strategies. Thus, by applying a form of representation that was proposed more recently, we can reflect more deeply and improve the efficiency of service management. Consequently, the latter representation clarifies that financial accounting and the provisioning service have the highest priority in terms of management.

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Importance-performance analysis of UK and US bank customer perceptions of service delivery technologies

Cited by 35 publications

References 18 publications

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Decision Making on Various Approaches to Importance-Performance Analysis (IPA)

Applying Importance-Performance Analysis to the Management of Health Care Services

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