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Application of the Innovative Model NIPA to Evaluate Service Satisfaction

Author

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  • Shang-Pin Li

    (Department of Early Childhood Development and Education, Chaoyang University of Technology, No. 168, Jifeng E. Rd., Wufeng District, Taichung 413310, Taiwan)

  • Ying-Hsiang Lin

    (Department of Industrial Education and Technology, National Changhua University of Education, No. 2, Shi-Da Rd., Changhua City 50007, Taiwan)

  • Chih-Cheng Huang

    (Department of Leisure and Recreation, National Formosa University, No. 64, Wunhua Rd., Huwei Township, Yunlin 632301, Taiwan)

Abstract

Customer satisfaction is one of the antecedent variables of customer loyalty, and customer satisfaction can positively affect customer loyalty. However, past research on consumer behavior has focused mainly on the direct consumption behavior of customers in service satisfaction, not in indirect behavior. This study takes the wedding garden as an example to explore the indirect behavior of customers, based on PZB’s service quality, and using the customer value hierarchy theory, adopts a questionnaire survey, and from the perspectives of users, investigates the current service quality, in order to analyze the quality of the service according to an evaluation formula. This study distributes a total of 380 questionnaires and collects 367 valid samples, for a valid return rate of 96.7%. In order to solve the problems caused by the original important performance analysis (IPA), the research constructs new important performance analysis (NIPA) to replace the original. This structural model presents a structured measurement process with risk management performance and judgment rules, which yielded different outcomes, as well as distinguished managerial implications. Furthermore, this new analysis model can provide managers with different perspectives in helping administrators in decision making.

Suggested Citation

  • Shang-Pin Li & Ying-Hsiang Lin & Chih-Cheng Huang, 2022. "Application of the Innovative Model NIPA to Evaluate Service Satisfaction," Sustainability, MDPI, vol. 14(16), pages 1-14, August.
    • Handle: RePEc:gam:jsusta:v:14:y:2022:i:16:p:10036-:d:887422
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    References listed on IDEAS

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    1. Yi, Ho-Taek & Yeo, ChanKoo & Amenuvor, Fortune Edem & Boateng, Henry, 2021. "Examining the relationship between customer bonding, customer participation, and customer satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 62(C).
    2. Le Xi & Hui Zhang & Sunan Li & Jianxin Cheng, 2020. "Integrating fuzzy Kano model and fuzzy importance–performance analysis to analyse the attractive factors of new products," International Journal of Distributed Sensor Networks, , vol. 16(5), pages 15501477209, May.
    3. R. J. J. Voorn & G. Veen & T. J. L. Rompay & S. M. Hegner & A. T. H. Pruyn, 2021. "Human values as added value(s) in consumer brand congruence: a comparison with traits and functional requirements," Journal of Brand Management, Palgrave Macmillan, vol. 28(1), pages 48-59, January.
    4. Scott E. Sampson & MICHAEL J. SHOWALTER, 1999. "The Performance-Importance Response Function: Observations and Implications," The Service Industries Journal, Taylor & Francis Journals, vol. 19(3), pages 1-25, July.
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    1. Virginia Serrano-Gómez & Oscar García-García & Antonio Rial-Boubeta, 2023. "Using Importance–Performance Analysis (IPA) to Improve Golf Club Management: The Gap between Users and Managers’ Perceptions," Sustainability, MDPI, vol. 15(9), pages 1-12, April.

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