European Journal of Business Science and Technology 2017, 3(2):123-131 | DOI: 10.11118/ejobsat.v3i2.82

Decision Making on Various Approaches to Importance-Performance Analysis (IPA)

Jolanta Wyród-Wróbel1, Grzegorz Biesok1
1 University of Bielsko-Biała, Poland

The purpose of this paper is to compare several approaches to Importance-Performance Analysis (IPA) and show how different criteria can be used for dividing the IPA matrix to decisionmaking fields. The authors performed the IPA analysis basing on the data collected in customer satisfaction survey in health care sector. The survey was conducted from January to April 2016 in selected dentist's surgeries in cities Żywiec and Bielsko-Biała (southern Poland). Over 200 questionnaires were distributed, 100 of them returned. The study may facilitate the selection of appropriate form of matrix used in customer satisfaction surveys. It may be useful in future studies on adequate approach to IPA analysis. The paper is based on unpublished, own study.

Keywords: customer research, customer satisfaction, customer satisfaction survey, Importance-Performance Analysis, IPA
JEL classification: I11, M30

Published: December 31, 2017  Show citation

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Wyród-Wróbel, J., & Biesok, G. (2017). Decision Making on Various Approaches to Importance-Performance Analysis (IPA). European Journal of Business Science and Technology, 3(2), 123-131. doi: 10.11118/ejobsat.v3i2.82
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