Creation of value for business from the importance-performance analysis: the case of health clubs

Abstract

Purpose The blue ocean strategy refers to how rebuilding the inputs that customers value in the designing of a new value curve fundamentally requires a four field of action structure: reduce, eliminate, create and raise. However, this does not propose a methodology to identify these fields of action. Hence, the purpose of this study is to present importance-performance analysis (IPA), as a support tool to identify these fields of action given their relevance and utility to managers. Design/methodology/approach The 101 ex-customers of health club answered a survey to determine the cut-off boundaries for IPA, and therefore, maximising the discriminatory power of the logistical regression model. This correspondingly incorporated the evaluation of both the area below the receiver operating characteristic curve (ROC) and the adoption of coefficients for concordance and correlation. Findings The research results demonstrate the need to concentrate efforts on the attributes of: price, responses to complaints, emergency procedures, innovative services, changing rooms, support for selecting the activities members choose to undertake and an appropriate number of members per activity. With low levels of performance and importance, are candidates for elimination, specifically, the availability of specialist appointments, member socialisation activities, maintaining memories of members, bar services and services for children. Originality/value The contribution: presenting an IPA methodology applicable to identify the fields of action recognised by the blue ocean strategy as the literature currently only covers concrete situations in which organisations achieve success through reducing, eliminating, creating and elevating and does not set out any methodology to identify those same fields of action; the definition of the cut-off points in IPA based on the ROC curve, which is a more rigorous and exact statistical method than that applied in other studies; the study population, the ex-customers, who not only represent a very important source of latent demand but also because ex-customers are likely to return more impartial.

Best Practices for Fitness Center Business Sustainability: A Qualitative Vision

“…The interviews provided detailed data, accepting the cleanliness as the most influential tangible element. Considering previous research, the importance of clean environments, specifically in locker rooms, is evident [44,48,[64][65][66].…”

Student satisfaction in e-learning along the COVID-19 pandemic with importance performance analysis

“…Presenting results on the performance-interest grid facilitates management's interpretation of data and improve its usefulness in making strategic marketing decisions [20]. The IPA is designed to compare average scores on the 'perceived importance' of various features with 'satisfaction ratings' that correspond to using a two-dimensional grid [20]- [23]. This grid will classify mean scores into four categories to aid data interpretation and assess priority management: 'maintain good work', 'concentration here', 'low priority', and 'excessive likelihood', allowing management to identify areas of highest concern that warrant limited use of funds [22]- [24].…”

What generic strategies do private fitness centres implement and what are their impacts on financial performance?

“…In the scope of fitness centres, the studies found in the literature have been more focused on the problems of members and have focused mainly on themes such as: growth determinants, Carvalho et al (2013), consumer satisfaction, quality of service and value creation (Barros and Gonçalves, 2009;Pedragosa and Correia, 2009;Pedragosa et al, 2015;Polyakova and Mirza, 2016;Vieira et al, 2019), segmentation of partners (Teixeira and Correia, 2009), a analysis of the partners' intentions to recommend fitness centres (Gonçalves et al, 2014), human resources (Vick and Cunningham, 2018;Wright and Cunningham, 2017) and abandonment/retention (Rodr ıguez Cañamero, 2019;Rodriguez-Canamero et al, 2018;San Emeterio et al, 2016).…”

“…Barros and Gonçalves (2009) analyses individual satisfaction with fitness centres with the results demonstrating how almost all of the attributes measured contribute towards satisfaction. Furthermore, in terms of the quality of services, Vieira et al (2019) apply the importance-performance methodology in order to identify and evaluate the attributes of service quality that need raising, reducing or eliminating. Wright and Cunningham (2017) examine the influence of disability status among job applicants on stereotype attributions and personnel decisions.…”