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Importance-Performance Analysis Based on Text Mining

Author

Listed:
  • Maciej Kozlowski
  • Jerzy Korzeniewski
  • Agnieszka Piotrowska-Piatek

Abstract

Purpose: Importance-performance analysis (IPA) has gained significant recognition in research of service quality. This study enhances the existing body of knowledge in three significant ways. Firstly, the primary aim of this article is to demonstrate how to conduct IPA using text mining techniques to analyze opinions scraped from the internet, eliminating the need for extensive questionnaires (novel approach). Secondly, we propose a simple statistical data adjustment technique based on the Cronbach alpha coefficient. Thirdly, we provide a literature survey of the evolution of IPA in time. Design/Methodology/Approach: The narrative review of literature subject was used as well as three case studies applying novel approach to IPA in examples of three different hotels in Poland. Findings: We assessed the effectiveness of the novel approach through case studies of three hotels of varying quality. In our opinion, all hotels were accurately diagnosed in the IPA conducted. Practical implications: We believe our approach is flexible enough to accommodate further enhancements, including both the techniques for extracting information from text and refining the IPA itself. Orginality/Value: IPA based on text mining is an interesting alternative to the traditional approach which typically involves researching hundreds or even thousands of respondents through personal questioning.

Suggested Citation

  • Maciej Kozlowski & Jerzy Korzeniewski & Agnieszka Piotrowska-Piatek, 2025. "Importance-Performance Analysis Based on Text Mining," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 450-470.
  • Handle: RePEc:ers:journl:v:xxviii:y:2025:i:3:p:450-470
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    References listed on IDEAS

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    1. Abalo, Javier & Varela, Jesus & Manzano, Vicente, 2007. "Importance values for Importance-Performance Analysis: A formula for spreading out values derived from preference rankings," Journal of Business Research, Elsevier, vol. 60(2), pages 115-121, February.
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    8. Yulu Zhao & Xinye Xu & Gangwei Cai & Zhetao Hu & Yan Hong, 2022. "Promoting Strategies for Healthy Environments in University Halls of Residence under Regular Epidemic Prevention and Control: An Importance—Performance Analysis from Zhejiang, China," IJERPH, MDPI, vol. 19(23), pages 1-19, November.
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    JEL classification:

    • C18 - Mathematical and Quantitative Methods - - Econometric and Statistical Methods and Methodology: General - - - Methodolical Issues: General
    • C80 - Mathematical and Quantitative Methods - - Data Collection and Data Estimation Methodology; Computer Programs - - - General
    • D22 - Microeconomics - - Production and Organizations - - - Firm Behavior: Empirical Analysis

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