Revisiting importance–performance analysis

Oh, Haemoon

doi:10.1016/s0261-5177(01)00036-x

Cited by 588 publications

(438 citation statements)

References 21 publications

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“…In spite of the fact that IPA is often a subject of polemics concerning practical problems of its utilization, such as setting measurable variables, direct or indirect importance measuring, the IPA graph construction, the statistical treatment of data (Oh, 2001;Bacon, 2003;Abalo et al, 2007), the authors agree in their conclusions and they recommend IPA as a suitable research tool in the area of tourism. On the basis of IPA, it is possible to identify the crucial contradictions between actually obtained performance (the perceived quality of the obtained service) and the attributed importance of research factors in rural areas in the Czech Republic.…”

Section: /849mentioning

confidence: 92%

Rural Tourism – Evaluating the Quality of Destination

Ryglová

Rašovská

Šácha

2017

European Countryside

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This paper concerns the topic of rural destination quality from the viewpoint of tourism development. The research exploring crucial quality factors from the viewpoint of demand is presented. Rural tourism participants attribute the highest significance to Destination cleanliness and Sense of security. The evaluation of the importance of most research quality factors is not dependent on gender and on the contrary, the importance of 16 quality factors depends on the visitor´s age. In the case of the factor of "Friendly acceptance by the locals", the most significant influence on the visitor´s return to the destination was confirmed. On the contrary, this impact was not proven for the factor of "Level of prices of services and goods in the destination". The research and the successive factor analysis revealed 6 dimensions representing the rural destination quality: Services, Image, Transportation, Well-being, Information/Communication and Attractions/ Experiences; Well-being was identified as the most important. This was consecutively confirmed by the analysis of the quality factors' impact on the visitor´s overall satisfaction and loyalty to the destination. The research findings provide the theory with topical destination quality dimensions as well as contribute to better understanding of visitor´s behavioural mechanisms in rural areas.Key words: visitor´s perception, quality of destination, rural destination, factors of quality, dimensions of quality, IPA analysis Abstrakt: Tento příspěvek je věnován tématu kvality venkovské destinace z pohledu rozvoje cestovního ruchu. Jsou zde prezentovány výsledky výzkumu zacíleného na identifikování a prozkoumání stěžejních faktorů kvality z pohledu poptávky. Nejvyšší význam účastníci cestovního ruchu na venkově přisuzují faktorům čistoty destinace a bezpečnosti v destinaci. Hodnocení důležitosti většiny zkoumaných faktorů kvality (68 %) není závislé na pohlaví, a naopak význam 16-ti faktorů kvality je závislý na věku respondenta. U faktoru kvality "přátelské přijetí místními obyvateli" byl prokázán nejvyšší vliv na znovu návrat návštěvníka do destinace, naopak tento vliv nebyl prokázán u faktoru "cenová úroveň zboží a služeb v destinaci". Provedený výzkum a následná faktorová analýza odhalila 6 dimenzí reprezentující kvalitu venkovské destinace: služby, image, doprava, pohodlí (well-being), informace/komunikace, atraktivity/zážitky. Při posuzování významu dimenzí pro návštěvníka byla jednoznačně jako nejvýznamnější identifikována dimenze well-being, což bylo následně potvrzeno analýzou vlivu faktorů kvality na celkovou spokojenost návštěvníka v destinaci a jeho loajalitu k destinaci. Výsledky výzkumu rozšiřují teoretická východiska o hlavní dimenze kvality destinace a prohlubují poznatky spotřebitelského chování návštěvníků/účastníků cestovního ruchu ve venkovských oblastech.

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Section: /849mentioning

confidence: 92%

Rural Tourism – Evaluating the Quality of Destination

Ryglová

Rašovská

Šácha

2017

European Countryside

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“…IPA has been widely adopted in a variety of research fields including travel, tourism, education, leisure and recreation, marketing, management, healthcare and banking (Huang, 2010;Kao, Patterson, Scott & Li, 2008;Oh, 2001;Wade & Eagles, 2003). In a tourism context, IPA has been used for hotels, restaurants, food service and tour guide performance (Huang, 2010) as well as being applied to special events and ski resorts (Wade & Eagles, 2003).…”

Section: Measuring Visitor Satisfactionmentioning

confidence: 99%

Visitor satisfaction analysis as a tool for park managers: a review and case study

Tonge

Moore

Taplin

2011

Annals of Leisure Research

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Ph: 08 9360 6484 2Visitor satisfaction analysis as a tool for park managers: a review and case study Abstract Visitor satisfaction has long been an important area for leisure research and increasingly so for park management. In order to achieve this 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 agency staff to obtain their views on the usefulness and robustness of the analyses associated with these approaches. Yanchep National Park (Western Australia) was used as a case study, with the results from a recent visitor survey providing the data for satisfaction analyses. To provide a more accurate summary of the range in results, confidence intervals were included in the analyses output to illustrate the variation in responses. The analyses results emphasise the importance for leisure managers of accessible, usable data on visitor satisfaction.

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“…Generally, two main research instruments used in quality measurement are Importance-Performance Analysis (IPA) and SERVQUAL. However, there have been problems with the reliability and validity of IPA due to its way of measurement (Oh, 2001) while SERVQUAL (Parasuraman et al, 1988) is still more preferred as a reliable predictor of overall service quality (Khan, 2003). Also supporting SERVQUAL, Bigne et al (2003) proved the validity and reliability of its scale in tourism industry, especially by testing service quality received from travel agencies.…”

Section: Service Qualitymentioning

confidence: 99%

The Effects of Travel Service Quality on Organization Perceived Value, Satisfaction and Word-Of-Mouth—A study in Ho Chi Minh City, Vietnam

Khương¹,

Phuong²,

Chau³

2016

RES

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As company tours have become more popular and received much attention in Vietnam, it is a favorable chance for travel companies and agencies to gain more customers and profits. This study was carried out to investigate the effects of travel service quality, using SERVPERF assessment procedure, on word-of-mouth (WOM) behaviors of the whole organization through the mediation of perceived value and satisfaction, so that further recommendations would be suggested for tourism companies to improve their services. Quantitative approach was applied with questionnaire directly delivered to 300 small to medium-sized companies in Ho Chi Minh City which annually book tours for their staff. Although all variables were positively correlated, only four quality aspects (Empathy, Responsiveness, Tangibles, Assurance) had significant effects on other dependent variables; in particular, empathy was proven to have the most powerful impact on WOM with both direct and indirect effects. Guidelines for travel agencies were recommended; especially, activities which prioritized customers' needs and fulfilled their requests were most emphasized.

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Revisiting importance–performance analysis

Cited by 588 publications

References 21 publications

Rural Tourism – Evaluating the Quality of Destination

Rural Tourism – Evaluating the Quality of Destination

Visitor satisfaction analysis as a tool for park managers: a review and case study

The Effects of Travel Service Quality on Organization Perceived Value, Satisfaction and Word-Of-Mouth—A study in Ho Chi Minh City, Vietnam

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