The development of a confidence interval-based importance–performance analysis by considering variability in analyzing service quality

Wu, Hsin-Hung; Shieh, Jiunn-I

doi:10.1016/j.eswa.2008.08.055

Cited by 38 publications

(39 citation statements)

References 12 publications

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“…The study has applied the IPA tool which has been used and validated by several researchers (Abalo, Varela, and Manzano, 2007, Azzopardi, and Nash 2013, Chu, and Choi 2000, Hawes, and Rao 1985, Joseph, Allbright, Stone, Sekhon, and Tinson, 2005, Levenburg, and Magal 2005, Wu and Shieh 2009, Ziegler, Dearden, and Rollins 2012.…”

Section: Discussion and Managerial Implicationsmentioning

confidence: 99%

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Mohsin

Lengler

2015

Journal of Hospitality and Tourism Management

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. (2015) 'Service experience through the eyes of budget hotel guests : do factors of importance inuence performance dimensions?', Journal of hospitality and tourism management., 23 . pp. 23-34. Further information on publisher's website: Use policyThe full-text may be used and/or reproduced, and given to third parties in any format or medium, without prior permission or charge, for personal research or study, educational, or not-for-prot purposes provided that:• a full bibliographic reference is made to the original source • a link is made to the metadata record in DRO • the full-text is not changed in any way The full-text must not be sold in any format or medium without the formal permission of the copyright holders.Please consult the full DRO policy for further details. AbstractThe aim of this study is to test the influence of dimensions of importance (expectations) in hotel services on performance (actual experience) within the context of budget hotels in China. A theoretical model and nine hypotheses are tested to indicate whether the dimensions of importance such as room service, room comfort and reservation process, have any impact on performance dimensions such as in-room dining, front office service, room amenities and hotel access and safety. A final model is proposed which reflects the relationship between the constructs. The study uses a survey and interview technique. Findings from the analysis of 355 respondents from budget hotels in the Hainan province of China suggest statistical significances in several areas of relationship between rating of importance by the budget hotel guests and performance dimensions. Overall, the results indicate a significant difference between expectations of the guests and actual experiences, thus highlighting managerial implications. The current study cannot claim to be wholly conclusive as it is limited to a small sample size from only one province of China and there could be subjectivity in responses. From a practitioner's perspective the study provides an opportunity to recognise features that are considered important by the guests staying in budget hotels in the Hainan Province, China and to identify the areas of disparity in service and product quality. Despite decades of research and abundance of published studies service quality still remains an important issue within the lodging industry. This study provides an opportunity for budget hotel management generally and China's budget hotel management specifically to understand which factors have a significant impact on hotel guests' importance ranking and performance dimensions to assess customer satisfaction. The study investigates service quality perceptions of budget hotel guests in China, an area where research is generally sparse within the context of Asia and almost non-existent within the context of China. From this perspective the study contributes to the service quality literature in the lodging industry specifically the budget hotels. Keywords:Service quality, Customer satisfaction, Budget Hotels, Ch...

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Section: Discussion and Managerial Implicationsmentioning

confidence: 99%

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Mohsin

Lengler

2015

Journal of Hospitality and Tourism Management

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“…It presents a simple framework for evaluating the knowledge management performance of AEC firms. The proposed framework is a synthesis of benchmarking (Camp 1989), knowledge management models (Gold et al 2001;Lee, Choi 2003) and importance-performance analysis (IPA) maps (Martilla, James 1977;Wu, Shieh 2009).…”

Section: Introductionmentioning

confidence: 99%

Benchmarking the Knowledge Management Practices of Construction Firms

Kale

Karaman

2012

Journal of Civil Engineering and Management

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Abstract. Knowledge management is rapidly becoming a key organizational capability for creating competitive advantage in the construction industry. The emergence of knowledge management in this capacity poses enormous challenges to executives of construction firms. This paper proposes a model for benchmarking those knowledge management practices of AEC firms that can guide and assist construction business executives in meeting these challenges. The proposed model incorporates benchmarking and knowledge management concepts with importance-performance analysis (IPA) maps. It is a simple visual tool that can provide powerful diagnostic information to executives of AEC firms by evaluating their firm's knowledge management practices, identifying their firm's comparative advantages and disadvantages with regard to each knowledge management practice, and setting priorities for managerial actions related to knowledge management practices that need improvement. A real-world case study is presented to illustrate the implementation and utility of the proposed model.

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“…Formula (5) is used for calculating the confidence interval (CI) of the mean of processes when population variance is unequal. Hence, confidence level is (1-Į Q LV the sample number, and I is the mean of importance of processes [24]. The results of this analysis point out no process locate in undetermined quadrants (inside dash line area in fig.…”

Section: B Findings Of Importance Of Hcm Processes In Eorcmentioning

confidence: 97%

“…Therefore, using point estimates for items might lead management to make false decisions. On the contrary to make IPA more effective in judging any item that is located in this twodimensional grid, the philosophy of using confidence intervals is introduced to reduce the variability and assist the decision maker to make effective conclusions based upon the size of sample [24].…”

Section: B Findings Of Importance Of Hcm Processes In Eorcmentioning

confidence: 99%

Prioritizing improvable human resources management processes based upon the process classification framework using IPA approach

Mehrjerdi

Owlia

Behmanesh

et al. 2011

2011 IEEE International Conference on Quality and Reliability

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The development and management of human capital is an important task where it affects the performance of organization and hence the process improvements. However, it is necessary to deploy performance evaluation to prioritize improvable processes. The Process classification framework (PCF) and Importance-performance analysis (IPA) were selected as performance evaluation model, and as prioritizing model, respectively. A real world case, Esfahan Oil Refining Company (EORC) was taken for illustration of the models. Consequently, human capital management (HCM) processes were analyzed taking performance and importance dimensions into consideration; then processes with low performance and high importance were prioritized for improvement.

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The development of a confidence interval-based importance–performance analysis by considering variability in analyzing service quality

Cited by 38 publications

References 12 publications

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Service experience through the eyes of budget hotel guests: Do factors of importance influence performance dimensions?

Benchmarking the Knowledge Management Practices of Construction Firms

Prioritizing improvable human resources management processes based upon the process classification framework using IPA approach

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