Measuring the Service Quality of Community Development Associations Using Importance-Performance Analysis

A community development association (CDA) has been established in every village or neighborhood in Taiwan. The purpose of CDAs is to enhance residents’ living quality. The services provided by CDAs should fulfill and even exceed residents’ expectations, and the performance of these services should be approved by the residents. When their expectations are not met, residents become dissatisfied with the services provided and eventually lose their community identity. Thus, based on a SERVQUAL questionnaire developed in this study, we used the importance-performance analysis (IPA) method to investigate the service quality of CDAs. The findings of this study can be used to improve and enhance the service quality of CDAs.