Applying information-based methods in importance-performance analysis when the information of importance is unavailable

Jiunn I. Shieh, Hsin-Hung Wu

Research output: Contribution to journalArticle

13 Citations (Scopus)

Abstract

Importance-performance analysis (IPA) is very useful for practitioners to improve service quality and increase customer satisfaction by identifying the major strengths and weaknesses. A survey is typically conducted to gather the needed information about importance and performance. If the survey does not include the information about the importance, this study introduces two information-based methods, namely entropy and mutual information methods. These two methods can be applied in either ordinal or metric data without the assumption of data to be Gaussian or symmetric distributed. Moreover, mutual information method uses the objective function to reduce the uncertainties when the outcome of the dependent variable is predicted where the dependent variable is the overall satisfaction. In this study, integrated frameworks of these two methods are proposed, and each framework consists of four steps to describe how the information of importance can be derived when the matrix of importance-performance analysis is to be constructed. Finally, a case study of Hi-Life convenient store in the university is illustrated to examine the service quality by these two proposed frameworks when the importance is unavailable directly from the survey.

Original languageEnglish
Pages (from-to)545-557
Number of pages13
JournalQuality and Quantity
Volume45
Issue number3
DOIs
Publication statusPublished - 2011 Apr 1

Fingerprint

Performance Analysis
Service Quality
Mutual Information
performance
Entropy Method
Customer Satisfaction
Dependent
Objective function
entropy
Uncertainty
Metric
customer
uncertainty
Framework
university

All Science Journal Classification (ASJC) codes

  • Statistics and Probability
  • Social Sciences(all)

Cite this

@article{bbb89b8239c844da9a97cff091cde1ad,
title = "Applying information-based methods in importance-performance analysis when the information of importance is unavailable",
abstract = "Importance-performance analysis (IPA) is very useful for practitioners to improve service quality and increase customer satisfaction by identifying the major strengths and weaknesses. A survey is typically conducted to gather the needed information about importance and performance. If the survey does not include the information about the importance, this study introduces two information-based methods, namely entropy and mutual information methods. These two methods can be applied in either ordinal or metric data without the assumption of data to be Gaussian or symmetric distributed. Moreover, mutual information method uses the objective function to reduce the uncertainties when the outcome of the dependent variable is predicted where the dependent variable is the overall satisfaction. In this study, integrated frameworks of these two methods are proposed, and each framework consists of four steps to describe how the information of importance can be derived when the matrix of importance-performance analysis is to be constructed. Finally, a case study of Hi-Life convenient store in the university is illustrated to examine the service quality by these two proposed frameworks when the importance is unavailable directly from the survey.",
author = "Shieh, {Jiunn I.} and Hsin-Hung Wu",
year = "2011",
month = "4",
day = "1",
doi = "10.1007/s11135-010-9312-1",
language = "English",
volume = "45",
pages = "545--557",
journal = "Quality and Quantity",
issn = "0033-5177",
publisher = "Springer Netherlands",
number = "3",

}

Applying information-based methods in importance-performance analysis when the information of importance is unavailable. / Shieh, Jiunn I.; Wu, Hsin-Hung.

In: Quality and Quantity, Vol. 45, No. 3, 01.04.2011, p. 545-557.

Research output: Contribution to journalArticle

TY - JOUR

T1 - Applying information-based methods in importance-performance analysis when the information of importance is unavailable

AU - Shieh, Jiunn I.

AU - Wu, Hsin-Hung

PY - 2011/4/1

Y1 - 2011/4/1

N2 - Importance-performance analysis (IPA) is very useful for practitioners to improve service quality and increase customer satisfaction by identifying the major strengths and weaknesses. A survey is typically conducted to gather the needed information about importance and performance. If the survey does not include the information about the importance, this study introduces two information-based methods, namely entropy and mutual information methods. These two methods can be applied in either ordinal or metric data without the assumption of data to be Gaussian or symmetric distributed. Moreover, mutual information method uses the objective function to reduce the uncertainties when the outcome of the dependent variable is predicted where the dependent variable is the overall satisfaction. In this study, integrated frameworks of these two methods are proposed, and each framework consists of four steps to describe how the information of importance can be derived when the matrix of importance-performance analysis is to be constructed. Finally, a case study of Hi-Life convenient store in the university is illustrated to examine the service quality by these two proposed frameworks when the importance is unavailable directly from the survey.

AB - Importance-performance analysis (IPA) is very useful for practitioners to improve service quality and increase customer satisfaction by identifying the major strengths and weaknesses. A survey is typically conducted to gather the needed information about importance and performance. If the survey does not include the information about the importance, this study introduces two information-based methods, namely entropy and mutual information methods. These two methods can be applied in either ordinal or metric data without the assumption of data to be Gaussian or symmetric distributed. Moreover, mutual information method uses the objective function to reduce the uncertainties when the outcome of the dependent variable is predicted where the dependent variable is the overall satisfaction. In this study, integrated frameworks of these two methods are proposed, and each framework consists of four steps to describe how the information of importance can be derived when the matrix of importance-performance analysis is to be constructed. Finally, a case study of Hi-Life convenient store in the university is illustrated to examine the service quality by these two proposed frameworks when the importance is unavailable directly from the survey.

UR - http://www.scopus.com/inward/record.url?scp=79952186260&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=79952186260&partnerID=8YFLogxK

U2 - 10.1007/s11135-010-9312-1

DO - 10.1007/s11135-010-9312-1

M3 - Article

AN - SCOPUS:79952186260

VL - 45

SP - 545

EP - 557

JO - Quality and Quantity

JF - Quality and Quantity

SN - 0033-5177

IS - 3

ER -