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

Jolanta Wyród-Wróbel and Grzegorz Biesok
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Jolanta Wyród-Wróbel: University of Bielsko-Biała, Poland
Grzegorz Biesok: University of Bielsko-Biała, Poland

European Journal of Business Science and Technology, 2017, vol. 3, issue 2, 123-131

Abstract: 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 The paper is based on unpublished, own study.

Keywords: customer research; customer satisfaction; customer satisfaction survey; Importance-Performance Analysis; IPA (search for similar items in EconPapers)
JEL-codes: I11 M30 (search for similar items in EconPapers)
Date: 2017
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Citations: View citations in EconPapers (9)

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Persistent link: https://EconPapers.repec.org/RePEc:men:journl:v:3:y:2017:i:2:p:123-131

DOI: 10.11118/ejobsat.v3i2.82

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