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Importance-performance analysis revisited: the role of the factor structure of customer satisfaction

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  1. Seungju Nam & Hyun Cheol Lee, 2019. "A Text Analytics-Based Importance Performance Analysis and Its Application to Airline Service," Sustainability, MDPI, vol. 11(21), pages 1-24, November.
  2. Yan Hong & Gangwei Cai & Zhoujin Mo & Weijun Gao & Lei Xu & Yuanxing Jiang & Jinming Jiang, 2020. "The Impact of COVID-19 on Tourist Satisfaction with B&B in Zhejiang, China: An Importance–Performance Analysis," IJERPH, MDPI, vol. 17(10), pages 1-19, May.
  3. Chu, Chun-Hsiao & Guo, Yu-Jian, 2015. "Developing similarity based IPA under intuitionistic fuzzy sets to assess leisure bikeways," Tourism Management, Elsevier, vol. 47(C), pages 47-57.
  4. Tsung-Chi Cheng & Chao-Yin Lin & Shu-Chen Wang, 2023. "Exploring factors related to agreement between importance and satisfaction of subjective well-being indicators: evidence from Taiwan," Quality & Quantity: International Journal of Methodology, Springer, vol. 57(3), pages 2811-2839, June.
  5. Harman Preet Singh & Mohammad Alshallaqi & Mohammed Altamimi, 2023. "Predicting Critical Factors Impacting Hotel Online Ratings: A Comparison of Religious and Commercial Destinations in Saudi Arabia," Sustainability, MDPI, vol. 15(15), pages 1-25, August.
  6. Asep Saifuddin Chalim & Mauhibur Rakhman & Fadly Usman, 2016. "Improving the Service Quality of Islamic Boarding School based on Importance Performance Analysis Results," Review of Social Sciences, LAR Center Press, vol. 1(2), pages 1-6, February.
  7. Yanchun Jin & Yoonseo Park & Jiaohui Yu, 2019. "An Assessment Model for Evaluating Asymmetric Effects of Attribute-Level Performance on Satisfaction," Sustainability, MDPI, vol. 11(16), pages 1-18, August.
  8. Siming Gu & Jinqi Li & Mohan Wang & Hang Ma, 2023. "Post-Renewal Evaluation of an Urbanized Village with Cultural Resources Based on Multi Public Satisfaction: A Case Study of Nantou Ancient City in Shenzhen," Land, MDPI, vol. 12(1), pages 1-20, January.
  9. Tao Chen & Dingbang Luh & Linhui Hu & Qian Shan, 2023. "Exploring Factors Affecting Residential Satisfaction in Old Neighborhoods and Sustainable Design Strategies Based on Post-Occupancy Evaluation," Sustainability, MDPI, vol. 15(21), pages 1-22, October.
  10. Kai‐Chieh Hu, 2009. "Evaluating City Bus Service Based on Zone of Tolerance of Expectation and Normalized Importance," Transport Reviews, Taylor & Francis Journals, vol. 30(2), pages 195-217, March.
  11. Shang-Pin Li, 2024. "Application of the New Importance–Performance Analysis Method to Explore the Strategies of Rural Outdoor Dining Experiences in Taiwan," JRFM, MDPI, vol. 17(5), pages 1-15, May.
  12. Xian Ji & Long Shao & Yu Du, 2020. "Collaborating with Local Communities to Identify Improvement Priorities for Historic Urban Landscape Based on Residents’ Satisfaction: An Application of Asymmetric Impact-Performance Analysis in Dando," Sustainability, MDPI, vol. 12(4), pages 1-16, February.
  13. Aulia RACHMANA PUTRA & Said MUSNADI & Syafruddin CHAN, 2019. "Analysis of Behavioral Intention to Use a Community-based Information System in the City of Banda Aceh, Indonesia," Expert Journal of Marketing, Sprint Investify, vol. 7(2), pages 93-99.
  14. Fallon, Paul & Schofield, Peter, 2006. "The dynamics of destination attribute importance," Journal of Business Research, Elsevier, vol. 59(6), pages 709-713, June.
  15. Esmailpour, Javad & Aghabayk, Kayvan & Abrari Vajari, Mohammad & De Gruyter, Chris, 2020. "Importance – Performance Analysis (IPA) of bus service attributes: A case study in a developing country," Transportation Research Part A: Policy and Practice, Elsevier, vol. 142(C), pages 129-150.
  16. Guizzardi, Andrea & Stacchini, Annalisa, 2017. "Destinations strategic groups via Multivariate Competition-based IPA," Tourism Management, Elsevier, vol. 58(C), pages 40-50.
  17. Prasad, Prashant & Maitra, Bhargab, 2019. "Identifying areas of interventions for improvement of shared modes for school trips," Transportation Research Part A: Policy and Practice, Elsevier, vol. 121(C), pages 122-135.
  18. Viriya Taecharungroj & Morakot Muthuta & Pheereeya Boonchaiyapruek, 2019. "Sustainability as a place brand position: a resident-centric analysis of the ten towns in the vicinity of Bangkok," Place Branding and Public Diplomacy, Palgrave Macmillan, vol. 15(4), pages 210-228, December.
  19. Jingjing Lin & Xinyang Li & Jinghan Lin, 2024. "Evaluation of Age-Appropriate Public Seats in Comprehensive Parks and Sustainable Design Strategies Based on the Kano-Importance–Performance Analysis Model," Sustainability, MDPI, vol. 16(16), pages 1-25, August.
  20. Lai, Ivan Ka Wai & Hitchcock, Michael, 2015. "Importance–performance analysis in tourism: A framework for researchers," Tourism Management, Elsevier, vol. 48(C), pages 242-267.
  21. Gordon Chih Ming Ku & Chi-Ming Hsieh, 2020. "Can Fitness Education Programs Satisfy Fitness Professionals’ Competencies? Integrating Traditional and Revised Importance-Performance Analysis and Three-Factor Theory," IJERPH, MDPI, vol. 17(11), pages 1-18, June.
  22. 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.
  23. Micevski, Milena & Dewsnap, Belinda & Cadogan, John W. & Kadic-Maglajlic, Selma & Boso, Nathaniel, 2019. "Sales intra-functional flexibility: Its relationship to performance and moderating effects on role stressors," Journal of Business Research, Elsevier, vol. 104(C), pages 552-562.
  24. Kateøina Mlejnková & Tomáš Dania & Ida Rašovská, 2021. "Quality of a Rural Destination: Visitor and Resident Approach," Academica Turistica - Tourism and Innovation Journal, University of Primorska Press, vol. 14(1), pages 87-99.
  25. Chen, Kuan-Yu, 2014. "Improving importance-performance analysis: The role of the zone of tolerance and competitor performance. The case of Taiwan's hot spring hotels," Tourism Management, Elsevier, vol. 40(C), pages 260-272.
  26. Asep Chalim, 2016. "3D IPEA Model to Improving the Service Quality of Boarding School," Asian Social Science, Canadian Center of Science and Education, vol. 12(7), pages 119-119, July.
  27. Jih-Kuang Chen, 2021. "A New Approach for Diagonal Line Model of Importance-Performance Analysis: A Case Study of Tourist Satisfaction in China," SAGE Open, , vol. 11(1), pages 21582440219, January.
  28. NaHyun Lee & Bong-Seok Kim, 2023. "Differences of Host Country-Destination Image Assessment for International Students According to Risk Perception in COVID-19 Tourism," SAGE Open, , vol. 13(3), pages 21582440231, July.
  29. 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.
  30. Raky Julio & Andres Monzon & Yusak O. Susilo, 2024. "Identifying key elements for user satisfaction of bike-sharing systems: a combination of direct and indirect evaluations," Transportation, Springer, vol. 51(2), pages 407-438, April.
  31. 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.
  32. Keyan Chen & Yan Xu & Kaiyuan Zhan & Yangshuo Gao & Xiangcai Xie, 2024. "Exploring the Relationship between Key Perceptual Elements of Urban Secondary Wilderness and Its Restorative Benefits," Sustainability, MDPI, vol. 16(17), pages 1-22, August.
  33. Neeraj Singhal & Himani Gupta & Garima Mittal, 2018. "Importance-performance Analysis to Identify Effective Learning Approaches for Sustainability in an Indian Business School," Vision, , vol. 22(3), pages 276-283, September.
  34. Wu, Xinyi & Cao, Jason & Huting, Joel, 2018. "Using three-factor theory to identify improvement priorities for express and local bus services: An application of regression with dummy variables in the Twin Cities," Transportation Research Part A: Policy and Practice, Elsevier, vol. 113(C), pages 184-196.
  35. Azzopardi, Ernest & Nash, Robert, 2013. "A critical evaluation of importance–performance analysis," Tourism Management, Elsevier, vol. 35(C), pages 222-233.
  36. Dwyer, Larry & Cvelbar, Ljubica Knežević & Edwards, Deborah & Mihalic, Tanja, 2012. "Fashioning a destination tourism future: The case of Slovenia," Tourism Management, Elsevier, vol. 33(2), pages 305-316.
  37. Phadermrod, Boonyarat & Crowder, Richard M. & Wills, Gary B., 2019. "Importance-Performance Analysis based SWOT analysis," International Journal of Information Management, Elsevier, vol. 44(C), pages 194-203.
  38. Francesca Magno & Fabiio Cassia & Marta Ugolini, 2014. "L?efficacia delle campagne di social couponing: uno studio tra i merchant di Groupon," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2014(3), pages 41-63.
  39. Chen, Li-Fei, 2014. "A novel framework for customer-driven service strategies: A case study of a restaurant chain," Tourism Management, Elsevier, vol. 41(C), pages 119-128.
  40. Xian Ji & Furui Shang & Chang Liu & Qinggong Kang & Rui Wang & Chenxi Dou, 2024. "Prioritizing Environmental Attributes to Enhance Residents’ Satisfaction in Post-Industrial Neighborhoods: An Application of Machine Learning-Augmented Asymmetric Impact-Performance Analysis," Sustainability, MDPI, vol. 16(10), pages 1-27, May.
  41. Sheng, Xiaojing & Simpson, Penny M. & Siguaw, Judy A., 2014. "U. S. winter migrants' park community attributes: An importance–performance analysis," Tourism Management, Elsevier, vol. 43(C), pages 55-67.
  42. Alvaro Rodriguez-Valencia & Daniel Rosas-Satizábal & Darío Hidalgo, 2023. "Big effort, little gain for users: lessons from the public transport system reform in Bogotá," Public Transport, Springer, vol. 15(2), pages 411-433, June.
  43. Reema Bera & Bhargab Maitra, 2023. "Identification of Priority Areas of Improvement for Small Passenger Car Segment in Indian Market," Vision, , vol. 27(2), pages 225-242, April.
  44. Lixuan Zhao & Dewei Fang & Yang Cao & Shan Sun & Liu Han & Yang Xue & Qian Zheng, 2023. "Impact-Asymmetric Analysis of Bike-Sharing Residents’ Satisfaction: A Case Study of Harbin, China," Sustainability, MDPI, vol. 15(2), pages 1-19, January.
  45. Budsaratragoon, Pornanong & Jitmaneeroj, Boonlert, 2020. "A critique on the Corruption Perceptions Index: An interdisciplinary approach," Socio-Economic Planning Sciences, Elsevier, vol. 70(C).
  46. Ruey-Chyn Tsaur & Chyoug-Hwa Chen, 2018. "Sustainable Tourism Planning for Taiwanese in Administrative Effects with Respect to Chinese Arrivals," Sustainability, MDPI, vol. 10(12), pages 1-19, December.
  47. Teodoro Luque Martínez & Luis Doña Toledo & Nina Faraoni, 2019. "Auditing Marketing and the Use of Social Media at Ski Resorts," Sustainability, MDPI, vol. 11(10), pages 1-24, May.
  48. Yanchun Jin & Yoonseo Park, 2019. "An Integrated Approach to Determining Rural Tourist Satisfaction Factors Using the IPA and Conjoint Analysis," IJERPH, MDPI, vol. 16(20), pages 1-16, October.
  49. Ryglová Kateřina & Rašovská Ida & Šácha Jakub, 2017. "Rural Tourism – Evaluating the Quality of Destination," European Countryside, Sciendo, vol. 9(4), pages 769-788, December.
  50. Nyarku Kwamena Minta & Oduro Stephen, 2017. "Importance-Performance Matrix Analysis (IPMA) of Service Quality and Customer Satisfaction in the Ghanaian Banking Industry," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 7(7), pages 532-550, July.
  51. Lai, Ivan Ka Wai & Hitchcock, Michael, 2016. "A comparison of service quality attributes for stand-alone and resort-based luxury hotels in Macau: 3-Dimensional importance-performance analysis," Tourism Management, Elsevier, vol. 55(C), pages 139-159.
  52. Jiacong Wu & Yu Wang & Ru Zhang & Jing Cai, 2018. "An Approach to Discovering Product/Service Improvement Priorities: Using Dynamic Importance-Performance Analysis," Sustainability, MDPI, vol. 10(10), pages 1-26, October.
  53. Zielke, Stephan, 2008. "Exploring asymmetric effects in the formation of retail price satisfaction," Journal of Retailing and Consumer Services, Elsevier, vol. 15(5), pages 335-347.
  54. Muhammad Awais Ilyas & Hasnizam Shaari & Ahmad Said Ibrahim Alshuaibi, 2018. "Transformation of the Employees into Brand Advocates through Employer Branding," International Journal of Academic Research in Business and Social Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Business and Social Sciences, vol. 8(6), pages 361-370, June.
  55. Tuan, Vu Anh & Van Truong, Nguyen & Tetsuo, Shimizu & An, Nguyen Ngoc, 2022. "Public transport service quality: Policy prioritization strategy in the importance-performance analysis and the three-factor theory frameworks," Transportation Research Part A: Policy and Practice, Elsevier, vol. 166(C), pages 118-134.
  56. Darko Prebežac & Josip Mikulić, 2008. "Destination image and key drivers of perceived destination attractiveness," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 20(2), pages 163-178.
  57. Ma, Bohao & Wong, Yiik Diew & Teo, Chee-Chong & Wang, Ziyan, 2024. "Enhance understandings of Online Food Delivery's service quality with online reviews," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
  58. Wang, Xia & Li, Xiang (Robert) & Zhen, Feng & Zhang, JinHe, 2016. "How smart is your tourist attraction?: Measuring tourist preferences of smart tourism attractions via a FCEM-AHP and IPA approach," Tourism Management, Elsevier, vol. 54(C), pages 309-320.
  59. Wong, R.C.P. & Szeto, W.Y., 2018. "An alternative methodology for evaluating the service quality of urban taxis," Transport Policy, Elsevier, vol. 69(C), pages 132-140.
  60. Hsin-Hung Wu & Yung-Tai Tang & Jyh-Wei Shyu, 2010. "A case of applying importance-performance analysis in identifying key success factors to develop marketing strategies," Quality & Quantity: International Journal of Methodology, Springer, vol. 44(6), pages 1207-1218, October.
  61. Rubensson, Isak & Börjesson, Maria, 2018. "Satisfaction with crowding in public transport," Working papers in Transport Economics 2018:6, CTS - Centre for Transport Studies Stockholm (KTH and VTI).
  62. Pumpe, Andreas & Vallée, Franz, 2015. "The Total Landed Cost Concept. Begging for Answers," Chapters from the Proceedings of the Hamburg International Conference of Logistics (HICL), in: Blecker, Thorsten & Kersten, Wolfgang & Ringle, Christian M. (ed.), Operational Excellence in Logistics and Supply Chains: Optimization Methods, Data-driven Approaches and Security Insights. Proceedings of the Hamburg , volume 22, pages 31-54, Hamburg University of Technology (TUHH), Institute of Business Logistics and General Management.
  63. Eva Gorgenyi-Hegyes & Robert Jeyakumar Nathan & Maria Fekete-Farkas, 2021. "Workplace Health Promotion, Employee Wellbeing and Loyalty during Covid-19 Pandemic—Large Scale Empirical Evidence from Hungary," Economies, MDPI, vol. 9(2), pages 1-22, April.
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