IDEAS home Printed from https://ideas.repec.org/a/gam/jsusta/v13y2021i12p6766-d575351.html
   My bibliography  Save this article

Residents’ Sustainable City Evaluation, Satisfaction and Loyalty: Integrating Importance-Performance Analysis and Structural Equation Modelling

Author

Listed:
  • Say-Wah Lee

    (School of Media and Communication, Shanghai Jiao Tong University, Shanghai 200240, China)

  • Chuen-Wah Seow

    (School of Media and Communication, Shanghai Jiao Tong University, Shanghai 200240, China)

  • Ke Xue

    (School of Media and Communication, Shanghai Jiao Tong University, Shanghai 200240, China)

Abstract

There has been an increase in research on sustainable urban development, especially in recent years, and importance-performance analysis (IPA) is one of the popular methods applied in sustainable development research. However, few have integrated IPA with structural equation modelling (SEM). This study developed and tested an integrated IPA and SEM approach to measuring the effects of the perceived importance of sustainable city dimensions and the perceived performance of a city on resident satisfaction and loyalty. A total of 388 survey responses were collected from the residents of Shanghai and analyzed using the integrated IPA-SEM approach. The results show that resident satisfaction mediates the relationship between overall perceived performance and resident loyalty, while the relationship between overall perceived importance and resident loyalty is mediated by both overall perceived performance and resident satisfaction. The findings from the SEM are in line with the IPA’s concept in that, to ensure resident satisfaction and loyalty, the quadrant that requires the most attention is Q1, while Q2 stands as the target quadrant. Implications and future research directions are proposed based on the findings.

Suggested Citation

  • Say-Wah Lee & Chuen-Wah Seow & Ke Xue, 2021. "Residents’ Sustainable City Evaluation, Satisfaction and Loyalty: Integrating Importance-Performance Analysis and Structural Equation Modelling," Sustainability, MDPI, vol. 13(12), pages 1-14, June.
    • Handle: RePEc:gam:jsusta:v:13:y:2021:i:12:p:6766-:d:575351
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/2071-1050/13/12/6766/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/2071-1050/13/12/6766/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Jinyang Deng & Chad D. Pierskalla, 2018. "Linking Importance–Performance Analysis, Satisfaction, and Loyalty: A Study of Savannah, GA," Sustainability, MDPI, vol. 10(3), pages 1-17, March.
    2. Puthearath Chan & Myeong-Hun Lee, 2019. "Developing Sustainable City Indicators for Cambodia through Delphi Processes of Panel Surveys," Sustainability, MDPI, vol. 11(11), pages 1-32, June.
    3. Wu, Chih-Wen, 2016. "Destination loyalty modeling of the global tourism," Journal of Business Research, Elsevier, vol. 69(6), pages 2213-2219.
    4. Jackie Parker & Greg D. Simpson, 2018. "Visitor Satisfaction with a Public Green Infrastructure and Urban Nature Space in Perth, Western Australia," Land, MDPI, vol. 7(4), pages 1-17, December.
    5. Johnson, Michael D. & Nader, Georg & Fornell, Claes, 1996. "Expectations, perceived performance, and customer satisfaction for a complex service: The case of bank loans," Journal of Economic Psychology, Elsevier, vol. 17(2), pages 163-182, April.
    6. Shen, Weiwei & Xiao, Weizhou & Wang, Xin, 2016. "Passenger satisfaction evaluation model for Urban rail transit: A structural equation modeling based on partial least squares," Transport Policy, Elsevier, vol. 46(C), pages 20-31.
    7. Cristina López & Rocío Ruíz-Benítez & Carmen Vargas-Machuca, 2019. "On the Environmental and Social Sustainability of Technological Innovations in Urban Bus Transport: The EU Case," Sustainability, MDPI, vol. 11(5), pages 1-22, March.
    8. Bingqin Yu & Shengquan Che & Changkun Xie & Shu Tian, 2018. "Understanding Shanghai Residents’ Perception of Leisure Impact and Experience Satisfaction of Urban Community Parks: An Integrated and IPA Method," Sustainability, MDPI, vol. 10(4), pages 1-17, April.
    9. Glen Searle & Crystal Legacy, 2021. "Locating the public interest in mega infrastructure planning: The case of Sydney’s WestConnex," Urban Studies, Urban Studies Journal Limited, vol. 58(4), pages 826-844, March.
    10. Boley, B. Bynum & McGehee, Nancy Gard & Tom Hammett, A.L., 2017. "Importance-performance analysis (IPA) of sustainable tourism initiatives: The resident perspective," Tourism Management, Elsevier, vol. 58(C), pages 66-77.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Heinrich Jacques Geldenhuys & Alan Colin Brent & Imke Hanlu De Kock, 2023. "SSUIT Smart Sustainable Urban Infrastructure Transitioning," Sustainability, MDPI, vol. 15(18), pages 1-25, September.
    2. Dinh, Hien Thi Thu & Nguyen, Quyen Le Hoang Thuy To & Nguyen, Phong Thanh, 2022. "Evaluate Ho Chi Minh City Sustainability Using Fuzzy Extent Analysis Method," MPRA Paper 116677, University Library of Munich, Germany, revised Dec 2022.
    3. Arghadeep Bose & Debanjan Basak & Subham Roy & Indrajit Roy Chowdhury & Hazem Ghassan Abdo & Mohammed Aldagheiri & Hussein Almohamad, 2023. "Evaluation of Urban Sustainability through Perceived Importance, Performance, Satisfaction and Loyalty: An Integrated IPA–SEM-Based Modelling Approach," Sustainability, MDPI, vol. 15(12), pages 1-22, June.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Arghadeep Bose & Debanjan Basak & Subham Roy & Indrajit Roy Chowdhury & Hazem Ghassan Abdo & Mohammed Aldagheiri & Hussein Almohamad, 2023. "Evaluation of Urban Sustainability through Perceived Importance, Performance, Satisfaction and Loyalty: An Integrated IPA–SEM-Based Modelling Approach," Sustainability, MDPI, vol. 15(12), pages 1-22, June.
    2. 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, vol. 11(17), pages 1-18, August.
    3. Jackie Parker & Greg D. Simpson, 2018. "Visitor Satisfaction with a Public Green Infrastructure and Urban Nature Space in Perth, Western Australia," Land, MDPI, vol. 7(4), pages 1-17, December.
    4. Sung-Shun Weng & Yang Liu & Yen-Ching Chuang, 2019. "Reform of Chinese Universities in the Context of Sustainable Development: Teacher Evaluation and Improvement Based on Hybrid Multiple Criteria Decision-Making Model," Sustainability, MDPI, vol. 11(19), pages 1-23, October.
    5. Ahrholdt, Dennis C. & Gudergan, Siegfried P. & Ringle, Christian M., 2019. "Enhancing loyalty: When improving consumer satisfaction and delight matters," Journal of Business Research, Elsevier, vol. 94(C), pages 18-27.
    6. Clara Moreira Senne & Josiane Palma Lima & Fábio Favaretto, 2021. "An Index for the Sustainability of Integrated Urban Transport and Logistics: The Case Study of São Paulo," Sustainability, MDPI, vol. 13(21), pages 1-18, November.
    7. Torres, Juan Pablo & Barrera, Jose Ignacio & Kunc, Martin & Charters, Steve, 2021. "The dynamics of wine tourism adoption in Chile," Journal of Business Research, Elsevier, vol. 127(C), pages 474-485.
    8. Michele Preziosi & Alessia Acampora & Maria Claudia Lucchetti & Roberto Merli, 2022. "Delighting Hotel Guests with Sustainability: Revamping Importance-Performance Analysis in the Light of the Three-Factor Theory of Customer Satisfaction," Sustainability, MDPI, vol. 14(6), pages 1-20, March.
    9. Fidel Martínez-Roget & Emilia Vázquez Rozas & Eddy A. Castillo-Montesdeoca, 2020. "How Visitors’ Perceived Destination Ethics Impacts their Behavioural Intentions," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 26(2), pages 291-310, December.
    10. I Ketut Sudiarta & I Made Suwitra & I Ngurah Suryawan, 2022. "Evaluation of the implementation of ecotourism principles in the operation of diving tourism in Bali, Indonesia," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 11(4), pages 432-438, June.
    11. Tong Zou & Yikun Su & Yaowu Wang, 2018. "Examining Relationships between Social Capital, Emotion Experience and Life Satisfaction for Sustainable Community," Sustainability, MDPI, vol. 10(8), pages 1-16, July.
    12. Graham Haughton & Phil McManus, 2022. "Becoming WestConnex – Becoming Sydney: Object-oriented politics, contested storylines and the multi-scalar imaginaries of building a motorway network in Sydney, Australia," Environment and Planning C, , vol. 40(4), pages 913-932, June.
    13. Ardvin Kester S. Ong & Yogi Tri Prasetyo & Andrei Estefanio & Ayen Sienna Tan & Jedrek Charles Videña & Renz Albert Villanueva & Thanatorn Chuenyindee & Kriengkrai Thana & Satria Fadil Persada & Reny , 2023. "Determining Factors Affecting Passenger Satisfaction of “Jeepney” in the Philippine Urban Areas: The Role of Service Quality in Sustainable Urban Transportation System," Sustainability, MDPI, vol. 15(2), pages 1-18, January.
    14. Wenkun Zhang & Yanan Wang & Tao Zhang, 2021. "Can “Live Streaming†Really Drive Visitors to the Destination? From the Aspect of “Social Presenceâ€," SAGE Open, , vol. 11(1), pages 21582440211, March.
    15. De Caigny, Arno & Coussement, Kristof & De Bock, Koen W., 2018. "A new hybrid classification algorithm for customer churn prediction based on logistic regression and decision trees," European Journal of Operational Research, Elsevier, vol. 269(2), pages 760-772.
    16. Gabriella Vitorino Guimarães & Tálita Floriano Santos & Vicente Aprigliano Fernandes & Jorge Eliécer Córdoba Maquilón & Marcelino Aurélio Vieira da Silva, 2020. "Assessment for the Social Sustainability and Equity under the Perspective of Accessibility to Jobs," Sustainability, MDPI, vol. 12(23), pages 1-23, December.
    17. Pavol KRAL & Katarina JANOSKOVA & Tomas KLIESTIK, 2018. "Key Determinants Of The Public Transport User’S Satisfaction," REVISTA ADMINISTRATIE SI MANAGEMENT PUBLIC, Faculty of Administration and Public Management, Academy of Economic Studies, Bucharest, Romania, vol. 2018(31), pages 36-51, December.
    18. Iman Abdel Hamid Hasanin, 2020. "Investigating the Relationship Between Corporate Entrepreneurship and Customer Loyalty with Customer Satisfaction Mediating Role," International Journal of Marketing Studies, Canadian Center of Science and Education, vol. 10(4), pages 1-94, March.
    19. Ingvardson, Jesper Bláfoss & Nielsen, Otto Anker, 2019. "The relationship between norms, satisfaction and public transport use: A comparison across six European cities using structural equation modelling," Transportation Research Part A: Policy and Practice, Elsevier, vol. 126(C), pages 37-57.
    20. Mo, Baichuan & Kong, Hui & Wang, Hao & Wang, Xiaokun (Cara) & Li, Ruimin, 2021. "Impact of pricing policy change on on-street parking demand and user satisfaction: A case study in Nanning, China," Transportation Research Part A: Policy and Practice, Elsevier, vol. 148(C), pages 445-469.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:gam:jsusta:v:13:y:2021:i:12:p:6766-:d:575351. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.