Importance‐performance analysis: a useful tool for directing continuous quality improvement in higher education

By Martin O'Neill, Adrian Palmer. 2004

527 citations recorded by the source corpus.

Subfields: General Health Professions, Organizational Behavior and Human Resource Management, Public Administration

View Paper: https://www.semanticscholar.org/paper/69080ecaa19e1de65906116fc5a2d97510dcf84d

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In General Health Professions

In Organizational Behavior and Human Resource Management

In Public Administration

Citations in the corpus

Importance-performance analysis: A valid management tool? (2015, unknown): “…Ziegler, Dearden, & Rollins, 2012), food services (Tontini & Silveira, 2007), education (Alberty & Mihalik, 1989; Nale, Rauch, Wathen, & Barr, 2000; O'Neill & Palmer, 2004), healthcare (Abalo, Varela, & Manzano, 2007; Dolinsky & Caputo, 1991; Hawes & Rao, 1985), banking (Joseph, Allbright, Stone,…”
Using a revised importance–performance analysis approach: The case of Taiwanese hot springs tourism (2007, background): “…to identify the critical performance factors in customer satisfaction survey data for products and services (Hawes and Rao, 1985; Yavas and Shemwell, 1997; Tikkanen et al., 2000; Chu and Choi, 2000; Huana et al., 2002; Zhang and Chow, 2004; O'Neill and Palmer, 2004; Enright and Newton, 2004).”
Service Quality and Student Satisfaction: A Case Study at Private Higher Education Institutions (2009, methodology): “Instrument used in this research is adapted from Parasuraman et al. (1990) with some of the items used extracted from LeBlanc and Nguyen (1997) using the five dimensions in service quality (tangibility, assurance, reliability, responsiveness and empathy) using the Likert scale from 1 for not satisfi”
The desired teaching qualities of lecturers in higher education: a means end analysis (2006, background): “Based on findings in the service quality literature, O'Neill and Palmer (2004, p. 42)”
A framework for implementing TQM in higher education programs (2007, background): “Hence, it is important for higher education to learn from the experiences of these organisations and to initially concentrate on their core business processes, namely teaching and learning ( O'Neill and Palmer, 2004”
Comparing alternative instruments to measure service quality in higher education (2009, background): “Mazzarol, 1998 ) to discuss the f ramework to research into services”
Exploring perceived service quality, perceived value, and repurchase intention in higher education using structural equation modelling (2014, background): “In accordance with the general definition of service quality, O’Neill and Palmer (2004) define service quality in HE as the difference between what a student expects to receive and his/ her perceptions of actual delivery.”
Students' perceptions of service quality in higher education (2009, background): “Higher education is a fast growing service industry and every day it is more and more exposed to globalisation processes (Damme, 2001 ; O'Neil & Palmer, 2004 ).”