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Linking Importance–Performance Analysis, Satisfaction, and Loyalty: A Study of Savannah, GA

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  • Jinyang Deng

    () (Recreation, Parks, & Tourism Resources Program, School of Natural Resources, West Virginia University, Morgantown, WV 26506, USA)

  • Chad D. Pierskalla

    () (Recreation, Parks, & Tourism Resources Program, School of Natural Resources, West Virginia University, Morgantown, WV 26506, USA)

Abstract

Importance–performance analysis (IPA) has been widely used to examine the relationship between importance, performance, and overall satisfaction in tourism destinations. IPA implicitly assumes that attribute performance will have little impact on overall satisfaction when stated importance is low. However, this assumption is rarely tested. This study, for the first time, tested this assumption by including attributes in each IPA quadrant into a second-order structural equation model. Results indicate that attributes with lower ratings of importance in the “low priority” and “potential overkill” quadrants do not contribute to overall satisfaction, regardless of performance, while the opposite is true for attributes in the “keep up the good work” quadrant with higher ratings of importance and performance, thus confirming the validity of this assumption. This novel approach allowed us to take a fresh look at an old debate, and the results suggest stated importance may be more useful than previously thought. Theoretical, methodological, and managerial implications are discussed.

Suggested Citation

  • Jinyang Deng & Chad D. Pierskalla, 2018. "Linking Importance–Performance Analysis, Satisfaction, and Loyalty: A Study of Savannah, GA," Sustainability, MDPI, Open Access Journal, vol. 10(3), pages 1-1, March.
  • Handle: RePEc:gam:jsusta:v:10:y:2018:i:3:p:704-:d:134797
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    References listed on IDEAS

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    Cited by:

    1. Libang Ma & Xinglong Che & Junhui Zhang & Fang Fang & Meimei Chen, 2019. "Rural Poverty Identification and Comprehensive Poverty Assessment Based on Quality-of-Life: The Case of Gansu Province (China)," Sustainability, MDPI, Open Access Journal, vol. 11(17), pages 1-1, August.
    2. Carlo Aall & Ko Koens, 2019. "The Discourse on Sustainable Urban Tourism: The Need for Discussing More Than Overtourism," Sustainability, MDPI, Open Access Journal, vol. 11(15), pages 1-1, August.
    3. Yanchun Jin & Yoonseo Park & Jiaohui Yu, 2019. "An Assessment Model for Evaluating Asymmetric Effects of Attribute-Level Performance on Satisfaction," Sustainability, MDPI, Open Access Journal, vol. 11(16), pages 1-1, August.
    4. Jackie Parker & Greg D. Simpson, 2018. "Visitor Satisfaction with a Public Green Infrastructure and Urban Nature Space in Perth, Western Australia," Land, MDPI, Open Access Journal, vol. 7(4), pages 1-1, December.

    More about this item

    Keywords

    importance-performance analysis; SEM; second-order factor; urban tourism; green space;

    JEL classification:

    • Q - Agricultural and Natural Resource Economics; Environmental and Ecological Economics
    • Q0 - Agricultural and Natural Resource Economics; Environmental and Ecological Economics - - General
    • Q2 - Agricultural and Natural Resource Economics; Environmental and Ecological Economics - - Renewable Resources and Conservation
    • Q3 - Agricultural and Natural Resource Economics; Environmental and Ecological Economics - - Nonrenewable Resources and Conservation
    • Q5 - Agricultural and Natural Resource Economics; Environmental and Ecological Economics - - Environmental Economics
    • Q56 - Agricultural and Natural Resource Economics; Environmental and Ecological Economics - - Environmental Economics - - - Environment and Development; Environment and Trade; Sustainability; Environmental Accounts and Accounting; Environmental Equity; Population Growth
    • O13 - Economic Development, Innovation, Technological Change, and Growth - - Economic Development - - - Agriculture; Natural Resources; Environment; Other Primary Products

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