Modified Importance-Performance Analysis of E-service Quality

2017 ◽  
Vol 15 (1) ◽  
pp. 84-95
Author(s):  
Chu Luo ◽  
Lei Shen ◽  
Han Gao
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Partial Correlation ◽  
Regression Coefficient ◽  
Management Strategies ◽  
Reliability And Validity ◽  
Quality Scale ◽  
Consumer Surveys ◽  
And Performance ◽  
Comprehensive Framework

This study develops a comprehensive framework of e-service quality, and measures the e-service quality based on modified importance-performance analysis. Based on 300 consumer surveys of four popular retail websites, this study develops an e-service quality scale derived from previous studies, and compares the importance and performance of e-service quality by “regression coefficient approach” and “partial correlation approach”. Modified importance-performance analysis covers the verification of reliability and validity with critical statistical analysis, and offers different e-service quality management strategies for each attribute depending on the quadrant that it is positioned in both “regression coefficient approach” and “partial correlation approach”. 5 attributes are in the “concentrate here” quadrant. 1 attribute is in the “keep up the good work” quadrant. 2 attributes are in the “low priority” quadrant. 7 attributes are in the “possible overkill” quadrant. The results help practitioners to identify what problems exist, and formulate strategies to meet the consumers' needs.

TINGKAT KEPUASAN PESERTA LELANG TERHADAP PELAYANAN TEMPAT PELELANGAN IKAN (TPI) MORODEMAK

2019 ◽  
Vol 13 (2) ◽  
pp. 122-130
Author(s):  
Dian ayunita Nugraheni nurmala Dewi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Gap Analysis ◽  
Quality Measurement ◽  
Service Satisfaction ◽  
Importance Value ◽  
Auction House ◽  
Participant Satisfaction ◽  
And Performance ◽  
Descriptive Method

Objectives of this study were analyze fish auction participant satisfaction to auction services in TPI Morodemak, analyze attributes effect, services that fit to service quality measurement, and analyzed fish auction participants perception to performance and importance for fish auction house Morodemak services. Used descriptive method and purposive sampling with 49 respondents consists of commercial fishmongers, traditional fishmongers, purse seine owners, and boat lift net owners as fish auction participant. Satisfication measurement used Customer Satisfication Index (CSI), Importance and Performance Analysis (IPA) and gap analysis. Results from this study were value CSI 20% (0.2) indicate the auction participants dissatisfied with the services provided, IPA show there are four attributes should be develop, two elements have not been completed based on measurement requirements of service satisfaction, gap value average -0.05 means the auction participants were not satisfied with the performance of TPI services because the performance value was lower than the importance value.

TANGGAPAN WAJIB PAJAK TERHADAP KUALITAS PELAYANAN DILIHAT DARI TINGKAT KEPENTINGAN DAN KINERJA PADA KANTOR PELAYANAN PAJAK KOTA BOGOR

2018 ◽  
Vol 2 (01) ◽  
pp. 14
Author(s):  
Eddy Supardi
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Descriptive Analysis ◽  
Good Work ◽  
Satisfaction Level ◽  
Quality Service ◽  
Analysis Method ◽  
And Performance ◽  
Personal Tax

The Tax Payer obidience in fulfiling their taxation obligation will be influenced a lot by the satisfaction level toward the service fiscus. The aim of this observation is to know the response of Tax Payer toward service quality through importance and performance. The population which become the object of this observation is the personal Tax Payer registered in Bogor Tax Service Office and the number of respondents taken as the sample are 100 respondents with Slovin formula. The analysis method used is descriptive analysis and importance-performance analysis.   The result of this observation will be able to be used as one of the input to Bogor Tax Service Office in improving the quality service and for the following observation, especially those who take the same object as the observation in order to improve the quality service to the Tax Payer based on the service of its working way which is felt less. Otherwise it is important for The Tax Payer, maintaining the good work or balancing the service quality based on the working way which is evaluated less important by The Taxe Payer, but has been done reasonably well or very well by The Service Office

scholarly journals Importance-Performance Analysis (IPA) of Service Quality for Virtual Reality Golf Center

2018 ◽  
Vol 10 (3) ◽  
pp. 30
Author(s):  
Jaeyoon Kwon ◽  
Taerin Chung
Keyword(s):  
Virtual Reality ◽  
Performance Analysis ◽  
Service Quality ◽  
Fourth Quadrant ◽  
Individual Interest ◽  
Service Employees ◽  
Voluntary Response ◽  
Adult Participants ◽  
And Performance

The purpose of this study was examine service quality of virtual reality golf center using Importance and Performance Analysis (IPA), from September to November 2017, adult participants who participated in virtual reality golf center in Korea were selected as subjects. The collected data were analyzed and interpreted using SPSS program, frequency analysis, exploratory factor analysis, reliability analysis, and Importance-Performance Analysis. The results of this study were as follows. First, quadrant 1 included six items: convenient facilities provide the latest equipment, customized response, understanding the needs of customer, interior atmosphere, and modernized facilities. Second, quadrant 2 included five items: kindness of employees, employees’ expertise, resolve immediately if a problem occurs, quickly respond to customer needs, and employee credibility. Third, quadrant 3 included six items: customer individual interest, notice of service, employees’ dress and appearance, employees’ positive attitude, provide voluntary help, and promised time and service. Fourth, quadrant 4 included 3 items: provide safe service, thinking in terms of customer, and voluntary response.

Measuring hospital process service quality: emerging technologies’ challenge

2020 ◽  
Vol 12 (3) ◽  
pp. 319-336
Author(s):  
Min Zhang ◽  
Lu Wang ◽  
Ran Wang ◽  
Jingjing Xiong
Keyword(s):  
Service Quality ◽  
Reliability And Validity ◽  
Quality Measurement ◽  
Mobile Internet ◽  
Human Interaction ◽  
Internet Technology ◽  
Three Dimensions ◽  
Measurement Scale ◽  
Content Type ◽  
Quality Scale

Purpose In the mobile internet era, the path and mechanism of hospital patient-perceived quality have been changed radically. The purpose of this study is to develop a scale that adequately captures the characteristics of hospital service quality from the patient’s perspective under the background of the mobile internet. Design/methodology/approach Based on previous related research and interviews with focus groups, this paper conceptualized, constructed, refined and tested a multiple-item scale that examined key dimensions of hospital process service quality in the mobile context. To validate this scale, data were collected through two formal surveys in Chinese hospitals and were used to test the reliability and validity of the instrument. Findings The final measurement scale contains three dimensions, that is, environment conditions, attitude and behavior and technical convenience. With the help of this quality scale, hospital managers could have a better understanding of patients’ expectations under the new condition and pinpoint appropriate initiatives to fill the service gap. Originality/value This study focuses on service quality measurement issues related to the application of mobile internet technology in traditional clinical settings, such as hospitals. This paper develops an original and specific service quality scale that catches the online and offline characteristics of the hospital process in the mobile setting and considers both human-technology interaction and human-human interaction.

scholarly journals A Conceptual Paper on SERVQUAL-Framework for Assessing Quality of Internet of Things (IoT) Services

2019 ◽  
Vol 10 (5) ◽  
pp. 387 ◽  
Author(s):  
Sheikh Muhammad Hizam ◽  
Waqas Ahmed
Keyword(s):  
Internet Of Things ◽  
Service Quality ◽  
Quality Model ◽  
Four Dimensions ◽  
Innovative Products ◽  
Conceptual Paper ◽  
And Performance ◽  
Comprehensive Framework ◽  
System Characteristics

Service quality possesses the vital prominence in usability of innovative products and services. As Technological innovation has made the life synchronized and effective, Internet of Things (IoT) is matter of discussion everywhere. From users’ perspective, IoT services are always embraced by various system characteristics of security and performance. A service quality model can better present the preference of such technology customers. The study intends to project theoretical model of service quality for Internet of Things (IoT). Based on the existing models of service quality and the literature on internet of things, a framework is proposed to conceptualize and measure service quality for internet of things. This study establishes the IoT-SERVQUAL model with four dimensions (i.e., Privacy, Functionality, Efficiency and Tangibility) of multiple service quality models. These dimensions are essential and inclined towards the users’ leaning of IoT services. This paper contributes to research on internet of things services by the development of a comprehensive framework for customers’ quality apprehensions. This model will previse the expression of information secrecy concerns of users related with Internet of Things (IoT). This research will advance understanding of service quality in modern day technology and assist firms to devise the fruitful services structure.

scholarly journals Health service quality scale: Brazilian Portuguese translation, reliability and validity

2013 ◽  
Vol 13 (1) ◽  
Author(s):  
Luiz Roberto Martins Rocha ◽  
Daniela Francescato Veiga ◽  
Paulo Rocha e Oliveira ◽  
Elaine Horibe Song ◽  
Lydia Masako Ferreira
Keyword(s):  
Health Service ◽  
Service Quality ◽  
Reliability And Validity ◽  
Brazilian Portuguese ◽  
Quality Scale ◽  
Health Service Quality

Evaluating health service quality: using importance performance analysis

2017 ◽  
Vol 30 (7) ◽  
pp. 656-663 ◽  
Author(s):  
Azar Izadi ◽  
Younes Jahani ◽  
Sima Rafiei ◽  
Ali Masoud ◽  
Leila Vali
Keyword(s):  
Patient Satisfaction ◽  
Performance Analysis ◽  
Service Quality ◽  
Cross Sectional ◽  
Policy Makers ◽  
Content Type ◽  
Medical Inpatients ◽  
Health Service Quality ◽  
And Performance ◽  
Improve Service Quality

Purpose Measuring healthcare service quality provides an objective guide for managers and policy makers to improve their services and patient satisfaction. Consequently, the purpose of this paper is to measure service quality provided to surgical and medical inpatients at Kerman Medical Sciences University (KUMS) in 2015. Design/methodology/approach A descriptive-analytic study, using a cross-sectional method in the KUMS training hospitals, was implemented between October 2 and March 15, 2015. Using stratified random sampling, 268 patients were selected. Data were collected using an importance-performance analysis (IPA) questionnaire, which measures current performance and determines each item’s importance from the patients’ perspectives. These data indicate overall satisfaction and appropriate practical strategies for managers to plan accordingly. Findings Findings revealed a significant gap between service importance and performance. From the patients’ viewpoint, tangibility was the highest priority (mean=3.54), while reliability was given the highest performance (mean=3.02). The least important and lowest performance level was social accountability (mean=1.91 and 1.98, respectively). Practical implications Healthcare managers should focus on patient viewpoints and apply patient comments to solve problems, improve service quality and patient satisfaction. Originality/value The authors applied an IPA questionnaire to measure service quality provided to surgical and medical ward patients. This method identifies and corrects service quality shortcomings and improving service recipient perceptions.

scholarly journals Determining the Role of Hotel Attributes in Building Customer Loyalty Using Importance–Performance Analysis: A Study in the Context of Tourist Nationalities

2021 ◽  
Vol 12 (22) ◽  
pp. 105-130
Author(s):  
Engin Üngüren ◽  
Salih Tellioglu ◽  
Nazlı Türker
Keyword(s):  
Performance Analysis ◽  
Service Quality ◽  
Customer Loyalty ◽  
Quantitative Research ◽  
Gap Analysis ◽  
Factors Affecting ◽  
Hotel Service ◽  
And Performance ◽  
Performance Perceptions ◽  
The Impact

Identifying the importance and satisfaction of hotel attributes in the eyes of tourists and their role in building customer loyalty is critical for improving the service quality. Therefore, in our study, customers' importance and performance perceptions regarding the services offered by accommodation businesses were examined in terms of customers’ nationalities. Our research has two main objectives.  The first objective is to determine the importance and performance perceptions of the services provided by the hotels according to the nationalities of the customers using the using importance-performance analysis (IPA) model and to compare the perceptions of importance-performance according to nationality. The second aim is to determine the effect of satisfaction perceptions regarding hotel services on customer loyalty according to customer nationality. The research was designed as a survey-based quantitative research methodology. Convenience sampling was used, which is a non-random sampling method. Data were obtained from 1153 German, Russian, and Turkish tourists accommodating in five-star hotels in Alanya, Turkey. A gap analysis was conducted using pairwise t-tests to evaluate whether the importance and performance perceptions of the participants differed. IPA was conducted with attributes being graphically displayed on the I-P grids. The impact of hotel service satisfaction on customer loyalty was investigated using regression analysis. The research findings reveal that customers' performance perceptions and services attach importance to differ significantly by nationality. And also, it was concluded that satisfaction with the services provided in accommodation businesses has a significant effect on customer loyalty and that this effect differs in customer groups. Determining satisfaction factors affecting customer loyalty according to customer characteristics make a significant contribution to service quality improvement. In this context, the research results provide practical and theoretical contributions to how customer satisfaction and customer loyalty can be improved according to market groups.

scholarly journals The purification, analysis and validation of a service quality scale

2005 ◽  
Vol 5 (1) ◽  
Author(s):  
P. F. Venter ◽  
M. Dhurup
Keyword(s):  
Factor Analysis ◽  
Service Quality ◽  
Factor Structure ◽  
Global Economy ◽  
Reliability And Validity ◽  
Principal Component ◽  
Retail Markets ◽  
Quality Scale ◽  
High Internal Consistency ◽  
Preliminary Study

The retail industry remains one of the largest sectors in the global economy. In South Africa, retailing is one of the toughest and the most competitive industries. In this study factor analysis were used during the pilot stage to examine the robustness of the factor structure of the quality variables. The variables were analysed using principal component analysis, initially u rotated and then through Varimax normalisation. The findings of this preliminary study do provide basic support for a three-factor structure for supermarket service quality in terms of reliability and validity. The reliability analysis, which followed the factor analysis reflected coefficient a values ranging from 0.85 to 0.90 indicating high internal consistency amongst variables within each dimension. In today's saturated retail markets, retailers' face increasing hurdles to attract and maintain customers.

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