the study addresses performance control matrix (pcm) to determine service quality items of priority for improvement. most businesses focus on customer satisfaction when undertaking surveys of satisfaction and dissatisfaction, while generally neglecting employee satisfaction. therefore, this study develops an integrated model to improve service quality in taiwanese finance industry employees. a ...

the purpose of this paper is to improve supply chain relationships in iranian small and medium-sized enterprises (smes) in automotive parts industry. for this reason, an importance-performance analysis (ipa) has been employed to categorized supply chain relationships metrics. also, the questionnaire method is used for gathering information. the paper identified thirteen supply chain relationshi...

in customer relationship management (crm) systems, importance and performance of the attributes that define a service is very important. importance-performance analysis is an effective tool for prioritizing service attributes based on customer needs and expectations and also for identifying strengths and weaknesses of organization in the market. in this study with the purpose of increasing reli...

This paper studies the application of Innnitesimal Perturbation Analysis (IPA) to gradient estimation of loss-related performance measures in a class of Continuous Flow Models (CFM). We observe that CFM's constitute a suitable application domain for IPA, and show that IPA estimators of loss-related performance measures can be computed by algorithms requiring modest computational resources. Furt...

Importance-performance analysis (IPA) is a simple but effective means of assisting practitioners in prioritizing service attributes when attempting to enhance service quality and customer satisfaction. As numerous studies have demonstrated, attribute performance and overall satisfaction have a non-linear relationship, attribute importance and attribute performance have a causal relationship and...

Importance-performance analysis (IPA) is a simple but effective means of assisting practitioners in prioritizing service attributes when attempting to enhance service quality and customer satisfaction. As numerous studies have demonstrated, attribute performance and overall satisfaction have a non-linear relationship, attribute importance and attribute performance have a causal relationship and...

Importance performance analysis (IPA) is a technique used for conducting a relative-position comparison of specific evaluation items by using “importance” (the degree of importance as perceived by customers) and “performance” (the degree of customer satisfaction regarding the performance of an enterprise). Moreover, it is an approach for incorporating the voice of the customer into product deve...

Importance-performance analysis (IPA) is considered a useful tool in examining customer satisfaction and management strategies. This technique can help tourism stakeholders in diagnosing underlying deficiencies and setting priorities in tourism development. As a result, a more efficient allocation of limited resources could be achieved to improve tourist satisfaction and destination competitive...

The purposes of the study were to evaluate corporate social responsibility (CSR) and developing a novel Intuitionistic Fuzzy Importance–performance Analysis (IFIPA) for sport tourism event. IFIPA implies intuitionistic fuzzy theory to Importance–performance Analysis (IPA) for providing a promising decisionmaking value when IPA encounters uncertain situations. The results indicated that the prop...