Identifying Critical Attributes Using an Importance-Performance Matrix Analysis (IPMA): The Case of Stratified Residential Property Management in Malaysia

2017 ◽  
Author(s):  
Hishamuddin Ali ◽  
Mustafa Omar ◽  
Shahabudin Abdullah ◽  
Maimunah Sapri ◽  
Ibrahim Sipan
SAGE Open ◽  
2020 ◽  
Vol 10 (1) ◽  
pp. 215824402090207
Author(s):  
Mohamed M. Khalifa Tailab

This research applies a technique that identifies areas of improvement that can be addressed by managerial decisions or policy activities. It extends the application of partial least squares structural equation modeling (PLS-SEM) using an importance-performance map analysis (IPMA). The IPMA determines priority factors that should receive management’s attention. The PLS path model was tested by comparing 140 failed U.S. banks with the same number of nonfailed banks from 2006 to 2008. This model assembles 15 indicators with four predecessor constructs (i.e., profitability of 2006, profitability of 2007, risk of 2006, and risk of 2007) and one final target construct (i.e., profitability of 2008). Profitability and risk of 2007 mediate the path of profitability and risk of 2006 and profitability of 2008. The IPMA indicated that failed banks were predisposed to decreasing financial performance in 2008 because of their poor performance in 2006 and 2007. Conversely, nonfailed banks were more likely to experience increasing financial performance in 2008 because of their positive performance in 2006 and 2007. This study indicates that managers who use IPMA to prioritize their financial decisions will obtain useful conceptual insights and are unlikely to be misled. Although IPMA can be conducted on the indicator level as well, this article limits its analysis by focusing on the construct level only. The use of IPMA is ubiquitous in end-user surveys, but its application to banking is still in its embryonic state. For originality, this work prioritizes the application of IPMA using secondary data collected from financial statements to assess the performance of American banks during the crisis.


2018 ◽  
Vol 48 (1) ◽  
pp. 140-158
Author(s):  
Peyman Akhavan ◽  
Ali Shahabipour ◽  
Reza Hosnavi

Purpose The purpose of this paper is to conduct a survey on the knowledge for supplier correlation with their capabilities and willingness as segmentation criteria. There are many contexts for sharing knowledge. What are more beneficial contexts? Design/methodology/approach After developing the research hypothesis, a structured questionnaire was adopted to gather primary data from suppliers. The draft questionnaire was sent to five academic and industry experts to comment on the content. Received feedback was used to change the layout of the questionnaire. Instead of the traditional partial least squares, the state-of- art consistent partial least square technique was put into practice. Findings By definition, knowledge for supplier has a large impact on supplier capabilities. The Important-Performance Matrix Analysis (IPMA) prioritizes the indicators and suggests to focus on knowledge sharing about manufacturing processes, development expertise and marketing expertise. Results showed that supplier willingness for sharing confidential knowledge and longtime relationship depends on development programs. Practical implications Having a communication mechanism for each of the partnerships’ specific contexts was suggested to maximize the knowledge flow. Originality/value For maximizing the knowledge flow and studying the effect on the segmentation criteria such as capability and willingness, the main contribution of the paper is to survey the supplier knowledge in depth. The IPMA was implemented to highlight the indicators.


2019 ◽  
Vol 5 (1) ◽  
Author(s):  
Irwan Azhar

Untuk meningkatkan kualitas layanan pada PDAM Kotabaru mengukur tingkat kepuasan masyarakat atau pelanggan khususnya terhadap kualitas pelayanan air baku Instalasi Pengolahan Air (IPA) Gunung Relly yang dianalisis berdasarkan tingkat kesesuaian hasil perbandingan skor kinerja dengan skor kepentingan (harapan). Apabila TKi­ < 100%, berarti pelayanan belum memuaskan, Apabila TKi­ = 100%, berarti pelayanan telah memuaskan, Apabila TKi­ > 100%, berarti pelayanan sangat memuaskan. Berdasarkan hasil analisis dari 100 responden, diketahui tingkat kualitas pelayanan air baku PDAM Kotabaru dengan analisis importance dan performance matrix didapat tingkat kesesuaian rata-rata (TKi) 73% < 100% masuk dalam kategori belum memuaskan. Variabel yang menjukan untuk mendapat tindakan prioritas perbaikan menurut pelanggan, yakni variabel-variabel pada kuadran I, 1) kualitas air yang disalurkan kerumah pelanggan, 2) kontinuitas debit air yang disalurkan kerumah pelanggan, 3) keramahan dan kesabaran dalam pelayanan pelanggan serta menhadapi pengaduan pelanggan, 4) kelayakan tarif yang diberlakukan. Sehingga perlu evaluasi pada 1) kualitas air, perlu ada filtrasi atau penyaringan sebelum air didistribusikan ke rumah pelanggan sehingga air layak konsumsi 2) Kontinuitas debit air, Perlu pemeliharaan dan penambahan pompa air, deteksi tingkat kebocoran jaringan perpipaan dan penambahan sumber air alternative, 3) Keramahan pelayanan, perlu penyuluhan internal pimpinan terhadap petugas pelayanan untuk meningkatkan kesadaran sebagai perusahaan daerah yang melaksanakan pelayanan publik, 4) Kelayakan tarif, Perhitungan kembali tarif pelayanan disesuaikan dengan layanan yang diberikan. Kata Kunci : Air Baku, Analisis Importance, IPA Gunung Relly, Kualitas Pelayanan, PDAM Kotabaru. To improve the quality of service at PDAM Kotabaru, measure the level of satisfaction of the community or customers, especially the quality of raw water services in the Gunung Relly Water Treatment Plant (IPA) area, which is analyzed based on the level of comparison between performance scores and interest scores (expectations). If TKi <100%, means the service is not satisfactory, If TKi = 100%, means the service has been satisfactory, If TKi > 100%, means the service is very satisfying. Based on the analysis from 100 respondents, have the level of quality of raw water service in PDAM Kotabaru with importance and performance matrix analysis shows that the average level of suitability (TKi) is 73% <100% in the unsatisfactory category. Variables that indicate to get priority improvement actions according to customers, namely variables in quadrant I, 1) quality of water channeled to customers homes, 2) continuity of water flow distributed to customers' homes, 3) friendliness and patience in customer service and dealing with customer complaints, 4) feasibility of tariffs that apply. So it is necessary to evaluate 1) the quality of the water, there needs to be filtration or filtration before the water is distributed to the customer's house so that the water is suitable for consumption 3) Hospitality of services, need internal leadership counseling to service officers to increase awareness as regional companies that carry out public services, 4) Feasibility of tariffs, Re-calculation of service rates according to services provided. Keywords: Importance Analysis, IPA Gunung Relly, Raw Water, PDAM Kotabaru, Service Quality.


2020 ◽  
Vol 18 (13) ◽  
Author(s):  
Hasnina Hassan ◽  
Shida Irwana Omar ◽  
Ghazali Ahmad

In 2005, Kota Bharu as the Kelantan state capital in Malaysia was rebranded from a Cultural City to an Islamic City and projecting its image as an Islamic identity. Limited studies have been undertaken to assess city image from the perspective of visitors. Therefore, this paper aims to evaluate the perception of visitors on the importance and performance of the Islamic city image of Kota Bharu. Data were gathered using a self-administered survey questionnaire among domestic and international visitors in Kota Bharu in 2018. The questionnaire was prepared based on ten categories of Islamic Built Environmental factors, namely; natural environment, social need and human comfort, religious identity, tolerance, layout, elements of Jannah (paradise), intellectual and knowledge, cleanliness, economic system, and safety setting. The data were analysed quantitatively using partial least squares-structural equation modelling (PLS-SEM). The results revealed that visitors considered "Religious Identity" as the most important attribute which reached a satisfactory level, while other factors also needed to be addressed. The findings are expected to contribute to a better understanding of stakeholders in enhancing the image of Islam Bharu for management and marketing purposes.


2015 ◽  
Vol 23 (4) ◽  
pp. 44-51 ◽  
Author(s):  
Adam Nalepka

Abstract The management of residential properties has its specificity which primarily arises from their constant inhabitation by users, which requires the permanent provision of specific services to flats. This specificity is also significantly influenced by legal regulations which residential real estates are subject to, which vary according to the various forms of ownership and types of residential units. This paper pays special attention to the organizational and legal forms applicable in residential property management in Poland. The undertaken attempt to find a comprehensive approach to the problem of the institutionalization of residential property management in Poland is a good starting point for in-depth research into the effectiveness and efficiency of individual institutional forms.


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