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| Author: | Bacon, D. R. |
| Title: | A comparison of approaches to importance-performance analysis |
| Journal: | International Journal of Market Research
2003 : VOL. 45:1, p. 55-71 |
| Index terms: | Performance appraisal Service quality Consumer satisfaction Econometric models |
| Language: | eng |
| Abstract: | Several approaches have been used to undertake importance-performance analysis (IPI), aka quadrant analysis or gap analysis. This study compares methods across 15 datasets and finds that the traditional 2x2 grid approach can be misleadig. Using indirect methods for determining importances may also be misleading. The most valid method of performing IPA is identified, and a method for confirming its validity is provided. |
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