Decision making on various approaches to Importance-Performance Analysis (IPA)

• Main Authors: Jolanta Wyród-Wróbel, Grzegorz Biesok
• Format: Article
• Language: English
• Published: Mendel University, Brno 2017-12-01
• Series: European Journal of Business Science and Technology
• Subjects: customer research; customer satisfaction; customer satisfaction survey; importance-performance analysis; ipa
• Online Access: https://ejobsat.cz/artkey/ejo-201702-0005_decision-making-on-various-approaches-to-importance-performance-analysis-ipa.php

The purpose of this paper is to compare several approaches to Importance-Performance Analysis (IPA) and show how different criteria can be used for dividing the IPA matrix to decisionmaking fields. The authors performed the IPA analysis basing on the data collected in customer satisfaction survey in health care sector. The survey was conducted from January to April 2016 in selected dentist's surgeries in cities Żywiec and Bielsko-Biała (southern Poland). Over 200 questionnaires were distributed, 100 of them returned. The study may facilitate the selection of appropriate form of matrix used in customer satisfaction surveys. It may be useful in future studies on adequate approach to IPA analysis. The paper is based on unpublished, own study.