The development of a confidence interval-based importance-performance analysis by considering variability in analyzing service quality

Hsin-Hung Wu, Jiunn I. Shieh

Research output: Contribution to journalArticle

22 Citations (Scopus)

Abstract

The traditional importance-performance analysis (IPA) uses the mean ratings of importance and performance to construct a two-dimensional grid by identifying improvement opportunities and guiding strategic planning efforts. The point estimates of importance and performance vary from sample to sample such that the numerical analyses are different based upon different samples. Thus, using point estimates for items might lead the management to make false decisions. This study integrates confidence intervals and IPA to reduce the variability which enables the decision maker much easier to identify the strengths and weaknesses based upon the sample of size used. Moreover, the assumptions of equal and unequal population variances for constructing confidence intervals are discussed.

Original languageEnglish
Pages (from-to)7040-7044
Number of pages5
JournalExpert Systems with Applications
Volume36
Issue number3 PART 2
DOIs
Publication statusPublished - 2009 Jan 1

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Strategic planning

All Science Journal Classification (ASJC) codes

  • Engineering(all)
  • Computer Science Applications
  • Artificial Intelligence

Cite this

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The development of a confidence interval-based importance-performance analysis by considering variability in analyzing service quality. / Wu, Hsin-Hung; Shieh, Jiunn I.

In: Expert Systems with Applications, Vol. 36, No. 3 PART 2, 01.01.2009, p. 7040-7044.

Research output: Contribution to journalArticle

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