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Title: Revising importance-performance analysis: a new synthetic service quality indicator applied to the tourist apartment industry
Authors: Martín Hernández, Juan Carlos 
Mendoza León, Cira María 
Román García, Concepción 
UNESCO Clasification: 531290 Economía sectorial: turismo
Keywords: Canary Islands
Customer satisfaction
Importance-performance analysis (IPA)
Serviced apartments
Synthetic service quality indicator by importance-performance analysis (SSQI-IPA)
Issue Date: 2018
Publisher: 1083-5423
Journal: Tourism Analysis 
Abstract: Importance-performance analysis (IPA) is a valuable tool for developing marketing strategies by prioritizing improvements to service quality attributes. Despite its simplicity and easy interpretability, IPA is not free from criticism. Moreover, IPA methodology does not consider the distribution of respondents when the importance-performance grid is displayed. By applying the analysis to a sample of four competing tourist apartment complexes located in the Canary Islands, this work aims to propose a new synthetic service quality indicator by importance-performance analysis (SSQI-IPA) to overcome the above-mentioned limitations. On the one hand, by comparing service performance with competitors, managers can establish adequate strategies to enhance their relative position in the market and achieve competitive advantages. On the other hand, taking into account the whole distribution of the importance-performance grid provides managers with more accurate results than traditional IPA.
ISSN: 1083-5423
DOI: 10.3727/108354218X15305418666968
Source: Tourism Analysis [ISSN 1083-5423], v. 23 (3), p. 337-350
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