Importance-Performance Analysis

Importance-performance analysis of UK and US bank customer perceptions of service delivery technologies

“…A survey of approaches toward conceiving and implementing an importance-performance analysis (Albro, 1999;Hawes and Rao, 1985;Hermmasiet al, 1994;Martilla and James, 1977;Swinyard, 1980) indicates that IPA essentially involves the following steps. Firstly, utilise focus groups or experts to create a list of salient attributes for selected service delivery technology offerings.…”

“…Academic researchers (Hawes and Rao, 1985;Hermmasi et al, 1994;Martilla and James, 1977;Swinyard 1980) advocate the use of importance-performance analysis (IPA) as a managerially relevant approach toward translating customer perceptions of service into strategic deployments of organisational attentions and resources. There is a precedent for using IPA to gain a better understanding of banking customer perceptions of selected service factors (Ennew et al, 1993;Joseph et al, 1999;Joseph and Stone, 2003;Swinyard, 1980).…”

“…Another contribution of this report is that several previous suggestions (Albro, 1999;Hawes and Rao, 1985;Hermmasi et al, 1994;Martilla and James, 1977;Swinyard, 1980) for implementing an IPA are integrated into a more comprehensive approach. Of particular relevance to banking strategists is a detailed explanation of how to construct and reflect upon an importance-performance grid (I-P grid) which is a straightforward, graphic illustration of service delivery factors that customers consider to be good enough, in need of more attention, or perhaps receiving too much organisational attention and resources.…”

A structural analysis of green supply chain management enablers in the UAE construction sector

“…ISM is a well-known approach for understanding inter-relationship among variables which define a problem or issue (Sage, 1977;Warfield, 1974). The DDPA by (Martilla and James, 1977) is used to plot the enablers of GSCM in a two-dimensional graph which is divided into four quadrants. The hierarchical structure and the quadrant classification will give a crisp understanding of the enablers of GSCM in the UAE.…”

Educational Management Systems and the Tutorial Class

“…" (Martilla and McLean 1977) that it may be more effective for users to determine those factors they think important to the effective use of information systems. In a case study by Shah (2001) such a study of user input led to the identification of issues such as communication between the Information Systems Department and users, the speed of response of particular sections of the system and the existence of specific reports.…”