Application of the Innovative Model NIPA to Evaluate Service Satisfaction

Shang-Pin Li, Ying-Hsiang Lin and Chih-Cheng Huang ()
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Shang-Pin Li: Department of Early Childhood Development and Education, Chaoyang University of Technology, No. 168, Jifeng E. Rd., Wufeng District, Taichung 413310, Taiwan
Ying-Hsiang Lin: Department of Industrial Education and Technology, National Changhua University of Education, No. 2, Shi-Da Rd., Changhua City 50007, Taiwan
Chih-Cheng Huang: Department of Leisure and Recreation, National Formosa University, No. 64, Wunhua Rd., Huwei Township, Yunlin 632301, Taiwan

Sustainability, 2022, vol. 14, issue 16, 1-14

Abstract: Customer satisfaction is one of the antecedent variables of customer loyalty, and customer satisfaction can positively affect customer loyalty. However, past research on consumer behavior has focused mainly on the direct consumption behavior of customers in service satisfaction, not in indirect behavior. This study takes the wedding garden as an example to explore the indirect behavior of customers, based on PZB’s service quality, and using the customer value hierarchy theory, adopts a questionnaire survey, and from the perspectives of users, investigates the current service quality, in order to analyze the quality of the service according to an evaluation formula. This study distributes a total of 380 questionnaires and collects 367 valid samples, for a valid return rate of 96.7%. In order to solve the problems caused by the original important performance analysis (IPA), the research constructs new important performance analysis (NIPA) to replace the original. This structural model presents a structured measurement process with risk management performance and judgment rules, which yielded different outcomes, as well as distinguished managerial implications. Furthermore, this new analysis model can provide managers with different perspectives in helping administrators in decision making.

Keywords: service quality; new important performance analysis (NIPA); customer value hierarchy; leisure industry (search for similar items in EconPapers)
JEL-codes: O13 Q Q0 Q2 Q3 Q5 Q56 (search for similar items in EconPapers)
Date: 2022
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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