Importance-performance analysis revisited: the role of the factor structure of customer satisfaction

By Kurt Matzler, E. Sauerwein, K. Heischmidt. 2003

461 citations recorded by the source corpus.

Subfields: Food Science, Marketing, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/11f79fe45a60d30ea9110aee07ee450e08ce65a3

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Citations in the corpus

Using a revised importance–performance analysis approach: The case of Taiwanese hot springs tourism (2007, background): “Matzler et al. (2003) propose a revised IPA in which attribute importance is derived by partial correlation analysis between attribute performance and overall customer satisfaction.”
Classification of the destination attributes in the content of competitiveness (by revised importance-performance analysis) (2012, methodology): “…attempted to solve the shortcomings of the IPA model by offering revised versions (Burns, 1986; Deng and Pei, 2009; Dolinsky and Caputo, 1991; Hu et al., 2009; Kitcharoen, 2004; Lee et al., 2008, 2009; Liljander and Strandvik, 1993; Malhotra, 1996; Matzler et al., 2003; O’Leary and Adams, 1982).”
Workplace Health Promotion, Employee Wellbeing and Loyalty during Covid-19 Pandemic—Large Scale Empirical Evidence from Hungary (2021, background): “Knowledge economy and knowledge-based society have become more important phenomenon today and therefore employee satisfaction and loyalty have become critical issues (Matzler et al. 2003; Renzl 2003).”
Importance-Performance Analysis based SWOT analysis (2016, methodology): “In addition, many researches argued that the customers’ self-stated importance is not an adequate method to measure importance (Matzler et al., 2003; Deng et al., 2008b) since this approach depends on two assumptions(1) that are erroneous in the real world.”
Enhancing importance‐performance analysis (2006, methodology): “Statistically such estimates can be obtained by a variety of different methods such as correlation, regression or structural equation models (Crompton and Duray, 1985; Hanson, 1992; Anderson and Mittal, 2000; Chu, 2002; Bacon, 2003; Matzler et al., 2003a ).”
Importance values for Importance–Performance Analysis: A formula for spreading out values derived from preference rankings (2007, background): “Previous attempts to base importance measures on preferences (Matzler et al., 2003; Mersha and Adlakha, 1992; Sampson and Showalter, 1999) have failed to achieve the desired value spread because they have failed to take into account the proportion of ranked attributes and/or the reported orders of p”
Employee Satisfaction: Does Kano's Model Apply? (2004, background): “In the former case, the importance scores are labelled ’explicit importance’ whereas the latter case leads to ’implicit importance’ score values (e.g. Fuchs & Weiermair, 2003; Matzler & Sauerwein, 2002; Matzler et al., 2003; Oliver, 1997).”
TOURISM AND HOTEL COMPETITIVENESS RESEARCH (2009, methodology): “However, this method has been criticized by different researchers (Oliver, 1997 ; Matzler, Sauerwein, & Heischmidt, 2003 ).”