Application of simultaneous importance-performance analysis to evaluate customer loyalty towards corporation: A case study of direct selling company S

Chiou, Kuo-Ching; Su, Hsiu-Hui; Hsieh, Yu-Ying; Tien, Chung-Han

doi:10.1109/icawst.2017.8256447

Cited by 4 publications

(5 citation statements)

References 12 publications

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“…Quadrant D shows variables that affect customer satisfaction but not significantly and are carried out excessively by service users. These variables are not significant but are fulfilled from the user's point of view [5] .…”

Section: Quadrant Analysismentioning

confidence: 99%

“…In comparison, the EUCS model is a method used to measure the level of end-user satisfaction with the information system used [4] . In recent years, the Performance Importance Analysis Importance (IPA) Matrix has been widely applied to various fields in the service industry since it was first introduced by Martilla and James in 1977 [5,6] .…”

Section: Introductionmentioning

confidence: 99%

“…Create a list of improvements to evaluate member loyalty and business performance improvements by Chiou et al [5] using the IPA Matrix. The research produces recommendations for improvement based on quadrants in IPA.…”

Section: Introductionmentioning

confidence: 99%

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Hybrid Analysis of Marriage Information System Using Webqual 4.0, EUCS, and Importance-Performance Matrix Method

Fauzi

Yuhana

2022

JTS

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Electronic-based governance is a way for Central and Regional Government Agencies to utilize information technology. Ministry of religion created SIMKAH WEB as one of the forms of E-government. This application helps administer marriages and is integrated with other applications by sector. The primary purpose of this application is to improve services and digital data presentation. This study analyzes the quality of SIMKAH WEB based on user perceptions, namely employees of the Ministry of Religion and prospective brides. The method used in this research is Webqual 4.0, EUCS, and Importance Performance Analysis Matrix. We combined the two approaches, Webqual and EUCS, and then analyzed them with the IPA Matrix. The result was compared against the results given by each method when it was carried out separately. Another benefit is providing recommendations for improvement based on each technique. Several methods would show which way has the highest suitability level and provide suggestions for improving the SIMKAH application. Based on the suitability level analysis results, the combined Method obtained a value of 92.85%, EUCS 92.64%, and Webqual 90.13%.

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Section: Quadrant Analysismentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Hybrid Analysis of Marriage Information System Using Webqual 4.0, EUCS, and Importance-Performance Matrix Method

Fauzi

Yuhana

2022

JTS

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“…This model analyzes the focus company's performance and that of its competitors, thereby revealing competitive advantages and disadvantages for the focus company [9]. Several researchers have applied SIPA in various service areas, such as electronic government systems [23], distributors [24], [25], and manufacturing process improvement [26].…”

Section: Introductionmentioning

confidence: 99%

Telecommunication service quality analysis using integration of SIPA and modified Kano

Munawar,

Garside,

Nugraha

et al. 2023

j. sist. manaj. ind.

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This article investigates the integrated approach of the Simultaneous Importance-Performance Analysis (SIPA) model and the modified Kano model to evaluate and prioritize service attributes for telecommunication companies in Indonesia. The study is based on the demographic profiles and usage patterns of 74 respondents. The results demonstrate that the SIPA and Kano models can provide valuable insights for identifying priority areas and effective strategies for improving service quality. Specifically, the SIPA model helps to compare competitor performance and identify important service attributes. In contrast, the modified Kano model facilitates a dynamic cycle of service attribute evaluation to inform managerial strategies. This article contributes by highlighting the potential of the proposed approach to offer valuable insights to telecommunication companies seeking to enhance their service offerings and remain competitive in a constantly evolving market.

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“…In This is the company's difficulty in determining the marketing strategy because of the ignorance of customer characteristics. In business, marketing is a critical part of the direct sales industry [4]. As for the aspects not only in the Databank marketing apply retaining customer loyalty [5].…”

Section: Introductionmentioning

confidence: 99%

Customer Loyality Segmentation on Point of Sale System Using Recency-Frequency-Monetary (RFM) and K-Means

Rizki

Ginasta

Tamrin

et al. 2020

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It is no doubt that the development of the business world has been progressive. Point of sale is one of the many system used as a means of payment in various existing businesses, especially in heterogeneous markets. The activity of transactions between Point of Sale Systems and Customers occur in the business world. Keep in mind also that one of the main factors of business success, is from customers. There is the need of an attractive strategy and certainly it will be to increase the income and assets of a business. To know that, this research will explore the behavior of customer which is based marketing, through RFM Method (Recency, Frequency and Monetary). The case of this study is in Goldfinger Store. It will do segmentation and also use data mining technique to do clustering by using K-Means with result of loyal and potential customer. The results of segmentation using RFM (Recency, Frequency, Monetary) and K-Means methods have produced multiple clusters by dividing them into groups.

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Application of simultaneous importance-performance analysis to evaluate customer loyalty towards corporation: A case study of direct selling company S

Cited by 4 publications

References 12 publications

Hybrid Analysis of Marriage Information System Using Webqual 4.0, EUCS, and Importance-Performance Matrix Method

Hybrid Analysis of Marriage Information System Using Webqual 4.0, EUCS, and Importance-Performance Matrix Method

Telecommunication service quality analysis using integration of SIPA and modified Kano

Customer Loyality Segmentation on Point of Sale System Using Recency-Frequency-Monetary (RFM) and K-Means

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