Revised importance--performance analysis: three-factor theory and benchmarking

Wei-Jaw Deng, Ying-Feng Kuo and Wen-Chin Chen

The Service Industries Journal, 2008, vol. 28, issue 1, 37-51

Abstract: Importance--performance analysis (IPA) is a simple and effective technique that can be applied to guide quality-based marketing strategies and can assist practitioners in prioritising attributes when enhancing service quality and customer satisfaction. As several studies have shown, the relationship between customer's perception of attribute performance and overall satisfaction is sometimes nonlinear. These findings make the application of IPA questionable. Furthermore, competition analysis is necessary for a firm's management to attain competitive advantage. Therefore, this study presents a revised IPA which integrates three-factor theory and benchmarking. An illustrative case demonstrates the revised IPA and identifies any shortcomings produced by applying the traditional IPA.

Date: 2008
References: View complete reference list from CitEc
Citations: View citations in EconPapers (32)

Downloads: (external link)
http://hdl.handle.net/10.1080/02642060701725412 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:28:y:2008:i:1:p:37-51

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/FSIJ20

DOI: 10.1080/02642060701725412

Access Statistics for this article

The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

More articles in The Service Industries Journal from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().