Importance-performance analysis revisited
The role of the factor structure of customer satisfaction
Bibliographic Data
| ID | 23345987 |
|---|---|
| Authors | Kurt Matzler (0000-0002-3132-4388, Universität Innsbruck), Elmar Sauerwein, Kenneth A Heischmidt (0000-0003-2479-3132, Southeast Missouri State University), Kenneth Heischmidt |
| Year | 2003 |
| Volume | 23 |
| Issue | 2 |
| Pages | 112-129 |
| Publication date | 2003-03-01 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Service Industries Journal (JOURNAL) |
| Journal identifiers | ISSN: 0264-2069 • E-ISSN: 1743-9507 |
| Publisher | Informa UK Limited (PUBLISHER • GB) |
| DOI | 10.1080/02642060412331300912 |
| OpenAlex | W2145901504 |
| Language | EN |
| Citations received | 53 |
| References cited | 3 |
The measurement and management of customer satisfaction has become a key issue in the last decade. Banks must thoroughly understand the needs of their customers and design products and services that meet and exceed their expectations. The importance-performance analysis (IPA) is a widely used analytical technique that yields prescriptions for the management of customer satisfaction. IPA is a two-dimensional grid based on customer perceived importance of service attributes and attribute performance. Depending on the interplay of these two dimensions, four strategies can be derived. Recent research in customer satisfaction, however, suggests that service attributes fall into three categories (basic factors, performance factors, and excitement factors) and that their importance depends on their performance. As a result, the traditional IPA needs to be reconsidered. In this article, the results of an empirical study on the satisfaction with bank services are presented and it is demonstrated that traditional IPA can be misleading. This is attributed to the existence of three satisfaction factors: basic, performance, and excitement factors. The authors then present an analytical procedure to identify these factors and discuss how these findings can be interpreted and how the traditional IPA should be extended and modified. The paper closes with managerial implications of the findings.
Business · Customer satisfaction · Knowledge management · Process management · Service (business) · Service quality · Computer Science · Consumer Retail Behavior Studies · Customer Service Quality and Loyalty · Marketing · Sensory Analysis and Statistical Methods
Formulating the MSMEs Development Strategy During the Covid-19 Pandemic Using Swot Analysis
Importance-performance analysis of private health facilities serving within the scope of medical tourism
The asymmetric relationship between attribute-level performance and overall customer satisfaction
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Using the Kano Model to Analyze the Formation of Regional Attractive Factors of Art Street in Taichung, Taiwan
Can Fitness Education Programs Satisfy Fitness Professionals’ Competencies? Integrating Traditional and Revised Importance-Performance Analysis and Three-Factor Theory
The Impact of Covid-19 on Tourist Satisfaction with B&B in Zhejiang, China
Identifying Core, Exciting, and Hybrid Attributes in Fans' Assessments of Major (World Cup) Spectator Sports Events
Promoting Strategies for Healthy Environments in University Halls of Residence under Regular Epidemic Prevention and Control
Time to adopt a segmented approach to accelerate electric car adoption in emerging economies? Evidences from Indian metro cities
User-centered attributes influencing customer satisfaction with autonomous delivery robots in cities
Urban and individual correlates of subjective well-being in China
Does the built environment of settlements affect our sentiments? A multi-level and non-linear analysis of Xiamen, China, using social media data
Determining the attributes of gastronomic tourism experience
Exploring factors related to agreement between importance and satisfaction of subjective well-being indicators
Are sustainable residential choice also desirable? A study of household satisfaction and aspirations with regard to current and future residential location
Political Marketing and Voting Behavior
Gains and losses, outcomes of interregional migration in the five nordic countries
Dwellers’ perception toward the Urban services of Panskura Municipality, India
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Identifying factors influencing hunter satisfaction across hunting activities in Nebraska
Explicit versus implicit motivations
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Identifying key elements for user satisfaction of bike-sharing systems
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Derived importance-performance analysis and diagonal model in a Spanish municipality
Differences of Host Country-Destination Image Assessment for International Students According to Risk Perception in Covid-19 Tourism
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What neighborhood factors are critical to resident satisfaction with old neighborhoods? An integration of ground theory and impact asymmetry analysis
Prioritizing neighborhood attributes to enhance neighborhood satisfaction
Exploring the importance of neighborhood characteristics to and their nonlinear effects on life satisfaction of displaced senior farmers
Geographical and institutional motives for mobility of researchers in science-based post-socialist city
Destinations strategic groups via Multivariate Competition-based IPA
A critical evaluation of importance–performance analysis
Developing similarity based IPA under intuitionistic fuzzy sets to assess leisure bikeways
A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau
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Fashioning a destination tourism future
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U. S. winter migrants' park community attributes
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Investigating the correlation between building façade design elements and tourist satisfaction - Cases study of Italy and the Netherlands
Applying the IPA–Kano model to examine environmental correlates of residential satisfaction
Tourist Satisfaction and Dissatisfaction
Importance-performance analysis of the Taipei Fine Arts Museum's services
Student perceptions and central administrative services
| Unique citing works | 53 |
|---|---|
| Citations per year | 2,41 |
| Citation span | 2004 - 2026 (23) |
| Citation velocity | current |
| Highly cited | No |
| Citation types | Neutral: 51 |