The Use of Importance-Performance Analysis for Improving the Quality of Marketing Education: Interpreting Faculty-Course Evaluations

McClure

International Journal of Bank Marketing

1999

212

143

The use of technology in the delivery of banking services is becoming increasingly prevalent as it is being employed to reduce costs and eliminate uncertainties. This research investigates the role that technology plays in Australian banking and its impact on the delivery of perceived service quality. A sample of 440 electronic banking customers was taken and 300 useable questionnaires were analysed. Using the Hemmasi et al. importance‐performance grid, results indicated that consumers have perceptual problems with some aspects of electronic banking. Some strategic implications are discussed.

“…The four quadrants in the grid can provide in-depth information on each of the attributes tested. According to Ortinau et al (1989), each of the quadrants can be described as follows:…”

Section: Service Quality Using Importance-performance Measurementmentioning

confidence: 99%

Service quality in the banking sector: the impact of technology on service delivery

McClure

International Journal of Bank Marketing

1999

212

143

“…The central distribution for importance and performance are calculated (means or median) and the score is used to calculate the axis for a two-dimensional matrix called an action grid (Siniscalchi, Beale, & Fortuna, 2008). Figure 1 depicts what Ortinau, Bush, Bush, and Twible (1989) have defined for each quadrant: Data in the upper right quadrant (high importance/high performance) is "keep up the good work"; data landing in the upper and lower left quadrants (low importance/high performance and low importance/low performance) suggests overkill or low priority. Data landing in the lower right quadrant (high importance/low performance) indicates importance outweighs the ability.…”

Section: Student Perceptions and Ipamentioning

confidence: 99%

Using Importance-Performance Analysis to Guide Instructional Design of Experiential Learning Activities

Anderson

Hsu

Kinney

2016

OLJ

Designing experiential learning activities requires an instructor to think about what they want the students to learn. Using importance-performance analysis can assist with the instructional design of the activities. This exploratory study used importance-performance analysis in an online introduction to criminology course. There is limited research on experiential learning in online courses as well as empirical data to assist with the instructional design of the experiential learning activities. The primary goal of this article is to demonstrate the use of importance-performance analysis to guide the instructional design of experiential learning activities.

Economic Research-Ekonomska Istraživanja

“…Since the seminal work by Martilla and James (1977), the IPA framework has gained popularity among researchers in the hotel industry (Almanza, Jaffe, & Lin, 1994;Beldona & Cobanoglu, 2007;Chu & Choi, 2000;Hemmasi, Strong, & Taylor, 1994;Lewis, 1985;Martin, 1995), in tourism (Chon, Weaver, & Kim, 1991;Duke & Persia, 1996;Evans & Chon, 1989;Uysal et al, 1991;Wade & Eagles, 2003), the restaurant business (Hsu, Byun, & Yang, 1997;Keyt, Yavas, & Riecken, 1994), leisure and recreation (Fletcher, Kaiser, & Groger, 1992;Guadagnolo, 1985), education (Alberty & Mihalik, 1989;Kitcharoen, 2004;Ortinau, Bush, Bush, & Twible, 1989) and healthcare marketing (Dolinsky & Caputo, 1991;Hawes & Rao, 1985). Chu and Choi (2000) compared the importance and performance of 26 hotel attributes as perceived by business and leisure travellers in Hong Kong.…”

Section: Importance-performance Analysismentioning

confidence: 99%

An importance-performance analysis of service quality in spa hotels

Blešić

Popov‐Raljić

Uravić

et al. 2014

This paper identifies the results of a questionnaire designed to measure service quality in spa hotels in the Republic of Serbia. Service quality was measured with a model based on the original SERVQUAL model. Due to the fact that many previous research papers have shown that SERVQUAL is insufficient to identify and measure all determinants of service quality in hospitality, the original SERVQUAL model has been slightly changed. Namely, this modified version of SERVQUAL was adjusted to measure a large number of tangible and intangible elements of the service quality in spa hotels. Based on the research results, seven dimensions of the service quality were identified: assurance, food and benefits, empathy, entertainment, recreation facilities and wellness, responsiveness and reliability. After applying the modified SERV-QUAL model, an Importance -Performance Analysis (IPA) was performed. By using an Importance -Performance Analysis (IPA), this paper examines the efficiency of hotel resources allocation and the possibility of designing management strategies to improve the quality of hotel service.