Modified importance‐performance analysis: an application to hospitals

Yavaş, Uğur; Shemwell, Donald J.

doi:10.1108/09526860110391568

Cited by 105 publications

(66 citation statements)

References 9 publications

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“…Durante años ha habido muchos estudios que proponen diferentes técnicas para el estudio de la calidad de servicios de salud y hospitalarios (12)(13)(14)(15)(16)(17)(18) . Ha demostrado una especial utilidad la técnica llamada Análisis de la Importancia-Valoración, propuesta por primera vez por Martilla y James en el año 1977 (19) .…”

Section: Introductionunclassified

Evaluación de la calidad de un servicio de voluntariado en oncología: un Análisis Importancia-Valoración (IPA)

2016

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ResumenObjetivo: Usando el Análisis de Importancia-Valoración (IPA), este artículo examina la importancia y valoración percibidas por pacientes oncológicos y sus acompañantes de un programa de humanización realizado por voluntarios en un servicio de Radioterapia de un hospital general en España.Método: Los autores identifican una lista de siete ítems que surgen de la revisión de literatura en Marketing Sanitario; cada ítem fue puntuado con una escala Likert de 5 puntos.Resultados: Los resultados se obtuvieron de las respuestas a 148 entrevistas. El gráfi-co fue corregido con las recomendaciones sugeridas en la literatura y en el caso de los pacientes, muestra tres factores que caen en el cuadrante de "Mantener el buen trabajo", cuatro atributos caen dentro del cuadrante de "Baja Prioridad" y ningún atributo se observa en los cuadrantes de "Posible dilapidación de recursos" y "Concentrarse aquí". Se encuentran diferencias entre medias de la muestra de pacientes (n=68) y de familiares acompañantes (n=80) en los atributos de catering (t=-2,38; g.l.=146; p<0,05), y en el de información (t=2,16; g.l.=146; p<0,05).Conclusiones: Los resultados parecen útiles para identificar áreas de interés para los gestores de los servicios de salud para desarrollar programas de humanización de servicios basaAbstract Objective: Using an Importance-Performance Analysis (IPA), this paper examined a Radiotherapy and Oncological Patient and Non-patient perceived importance and performance of ten Humanization Volunteer Program selection factors in the General Hospital in Spain.Methods: The authors identified a list of seven items from the Health-marketing literature reviews, and each item was rated using a 5-point Likert scale. Responses were obtained of 148 usable interviews.Results: The importance-performance patient grid was corrected with literature recommendations and, in the patient sample, shows three items fall in the "Keep up the good work" quadrant, four items fall into the "Low priority" quadrant, zero items fall into the "Possible overkill" quadrant, and no items fall in the "Concentrate here" quadrant. Nonpatient (n=80) factors means shows statistical differences with patient (n=68) means in catering (t=-2.38; df.=146; p<0.05), and information (t=2.16; df146; p<0,05).Conclusions: The results are useful in identifying areas for strategic focus to help Health Services managers develop humanization programs with volunteer workers and different program users. Implication to volunteer programs managers and researchers were discussed.

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Section: Introductionunclassified

Evaluación de la calidad de un servicio de voluntariado en oncología: un Análisis Importancia-Valoración (IPA)

2016

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“…Yavas and Shemwell refer to the integrated relative importance as a weighted indicator to replace the importance represented with the vertical axis [32]. They also use relative performance by measuring the variance in performance of quality characteristics between the organization in question and its competitors.…”

Section: Ipa Modelmentioning

confidence: 99%

Using Modified IPA to Improve Service Quality of Standard Hotel in Taiwan

Ho¹,

Feng²,

Yen³

2014

JSSM

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The purpose of this paper is to establish the modified IPA (Importance-Performance Analysis) methodology for service quality characteristics and improvements in the hotel industry. Traditional IPA methodology has its shortcoming as it assumes that importance-performance is a normal distribution. However, if that is not the case, the traditional IPA model cannot correctly identify the priority for improvements. Therefore, this paper runs Box-Cox Transformation to convert data into normal distributions, in order to perform statistical analyses and comparisons on a likefor-like basis. This approach avoids the potential problem of the IPA model but maintains its simple and intuitive decision-making model. This paper examines standard hotels and performs literature reviews and experts' interviews in order to establish the list of service quality characters for the hotel industry. It also conducts a survey to illustrate the application and benefits of the modified IPA method, so as to identify the key characteristics of the service quality and the ways to improve service quality of standard hotels.

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“…With little modification, importantperformance analysis (IPA) has been applied to a diverse range of contexts including hospital services (Yavas and Shemwell, 2001), tourism management (Wade and Eagles, 2003), education (Nale et al, 2000;O'Neill and Palmer, 2004) and service quality (Ennew et al, 1993;Ford et al, 1999). Hansen and Bush (1999) pointed out that IPA is a simple and effective technique that can assist practitioners in identifying improvement priorities for service attributes and direct quality-based strategies.…”

Section: Importance-performance Analysismentioning

confidence: 99%