NDLI: Confidence interval-based important-performance analysis for determining critical service attributes

Content Provider	IEEE Xplore Digital Library
Author	YanDong Feng HuiXian Tang
Copyright Year	2011
Description	Author affiliation: Department of Management, Ningbo institute of technology, Zhejiang University, China (HuiXian Tang) \|\| School of Management, Zhejiang University, Hangzhou, China (YanDong Feng)
Abstract	Importance-performance analysis (IPA) is a simple but effective technique applied in study of customer satisfaction. Since its proposition, it was widely used in the field such as retail, tourism, and health care, etc. Note that, in the traditional IPA, only the average ratings of the importance and performance were entered in the analysis, and the precision or the reliability of the estimation is completely neglected. As a result, reliability of the analysis might be reduced and it is possible that some false decisions are made. Therefore, it is necessary to further perfect the IPA technique by integrating the confidence interval analysis. A new method was proposed in this paper. A case study of the public service quality of Ningbo city was conducted as a example. Results of the comparison analysis indicate that the confidence interval-based IPA can effectively improve the analysis quality and eliminate the possibility of false decision-making.
Starting Page	264
Ending Page	267
File Size	226394
Page Count	4
File Format	PDF
ISBN	9781457705359
e-ISBN	9781457705366
DOI	10.1109/AIMSEC.2011.6010250
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2011-08-08
Publisher Place	China
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Education Employment Communities Customer satisfaction Estimation Medical services IPA Security Reliability Service quality Confidence interval
Content Type	Text
Resource Type	Article

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