2022
DOI: 10.3390/su141610036
|View full text |Cite
|
Sign up to set email alerts
|

Application of the Innovative Model NIPA to Evaluate Service Satisfaction

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, an… Show more

Help me understand this report

Search citation statements

Order By: Relevance

Paper Sections

Select...
2
1
1

Citation Types

0
5
0

Year Published

2023
2023
2024
2024

Publication Types

Select...
3
1

Relationship

1
3

Authors

Journals

citations
Cited by 4 publications
(5 citation statements)
references
References 27 publications
0
5
0
Order By: Relevance
“…The procedure chosen for data gathering in every case was a personal and structured interview through a questionnaire that included the validated QGolf scale [34] based on a 5-point Likert-type response format (1)(2)(3)(4)(5). Each interview took place in the facilities of the participant clubs, with the authorization of the managers.…”
Section: Methodsmentioning
confidence: 99%
See 1 more Smart Citation
“…The procedure chosen for data gathering in every case was a personal and structured interview through a questionnaire that included the validated QGolf scale [34] based on a 5-point Likert-type response format (1)(2)(3)(4)(5). Each interview took place in the facilities of the participant clubs, with the authorization of the managers.…”
Section: Methodsmentioning
confidence: 99%
“…The limits of the customer's tolerance zone can be modified during the provision of the service since they are dynamic [3]. For this reason, managers must carry out monitoring and control processes continuously to obtain periodic information on the status of the items.…”
Section: Introductionmentioning
confidence: 99%
“…Therefore, in the NIPA model, customers are invited to evaluate the degrees of these properties in terms of "importance", "performance", and "tolerance". The measurement procedure for the NIPA model is as follows (Li et al 2022).…”
Section: New Importance-performance Analysismentioning
confidence: 99%
“…In addition, many researchers have refined IPA in combination with other analytical methods and defined value structures and qualitative measures for decision-making. Therefore, this study is based on previous theories, using the New Importance-Performance Analysis (NIPA) measurement procedures and zone of tolerance to judge risk management performance, which proposes a new method of the original IPA to assess service quality attributes and prioritize future improvements (Huang et al 2019;Li et al 2022). Consequently, this study follows the New Importance-Performance Analysis (NIPA) to analyze the emerging business model of rural outdoor dining experiences in Taiwan to complement the findings of theoretical and practical implications.…”
Section: Introductionmentioning
confidence: 99%
See 1 more Smart Citation