Using importance-performance analysis to evaluate PX mart service quality in a Chinese cultural setting

Hsin-Hung Wu, Yung Tai Tang, Wei Ting Chen

Research output: Chapter in Book/Report/Conference proceedingConference contribution

1 Citation (Scopus)


A service quality scale for PX Mart in Taiwan has been developed based on a Chinese cultural setting. The developed scale has four dimensions along with twenty four items. Later, this Chinese cultural-based service quality scale is applied to measure the service quality for PX Mart, and importance-performance analysis (IPA) is then used to identify major strengths and weaknesses of service items. From managerial viewpoints, ten items belong to major strengths such that the management can relentlessly enhance these items to gain competitive advantages over rivalries. In contrast, two major weaknesses which belong to interpersonal aspects of service during the process that Chinese customers in Taiwan are concerned most are identified. Therefore, these two drawbacks should be addressed in order to reduce customer dissatisfaction and provide better services.

Original languageEnglish
Title of host publication2017 International Conference on E-Business and Internet, ICEBI 2017
PublisherAssociation for Computing Machinery
Number of pages6
ISBN (Electronic)9781450352086
Publication statusPublished - 2017 May 25
Event2017 International Conference on E-Business and Internet, ICEBI 2017 - Taichung, Taiwan
Duration: 2017 May 252017 May 27

Publication series

NameACM International Conference Proceeding Series
VolumePart F128637


Other2017 International Conference on E-Business and Internet, ICEBI 2017

All Science Journal Classification (ASJC) codes

  • Human-Computer Interaction
  • Computer Networks and Communications
  • Computer Vision and Pattern Recognition
  • Software

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