• Health Policy and Management
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• v.18 no.3
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• pp.1-17
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• 2008

The measurement and management of patient satisfaction has become one of the key issues in the last two decades. Hospitals must thoroughly understand the needs of their customers and design products and health services that meet and exceed their expectations. The importance-performance analysis(IPA) is a widely used analytical technique that yields strategies for managing customer satisfaction in a variety of applications. IP A is a two-dimensional grid based on customer-perceived importance of quality attributes and attribute performance. Depending on the interplay of these two dimensions, four strategies can be derived. The aim of this study is to develop the management strategies for improving patient satisfaction in university hospitals using the I-P analysis. The attributes on inpatient service quality in 4 university hospitals was investigated using the Martilla and James(l977)' s a mean adjusted I-P grid where the axes of the grid cross at the average rating point of all items. The patient satisfaction questionnaires were completed by 600 hospital inpatients. The main statistical methods are path analysis and IPA with SPSS 12.0 and AMOS 4.0 statistical softwares. The two attributes, physician and medical service, administrative staff kindness attributes position in first quadrant(Keep Up the Good domain). The nurse and nursing service attributes position in second quadrant(Possible Overkill domain). The two attributes, convenience of check-in service, facilities and physical environment position in third quadrant(Low Priority domain). Finally the quality of inpatient service(food etc.) attributes position in fourth quadrant(Concentrate Here domain). These findings show various implications on the development of strategies in university hospitals in the future. It was determined that quality of inpatient service(food etc.) need to concentrate more on investments. These investments include a taste, price, proper provision of food service and quick response of pain management. A low priority was given to investment in streamlining the check-in process of inpatient and hospital facilities and physical environment in the long run.

• Journal of Fisheries and Marine Sciences Education
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• v.27 no.2
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• pp.589-600
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• 2015

The purpose of this study was to verify the analysis of differences between importance and satisfaction of destination attractiveness for the national marine sports games using IPA method. By doing so, this study aimed to utilize the result of study for a practical marketing strategy in operating and establishing Korean marine sports market circumstances. The participants of this study consisted of 328 who were participated in marine sport event (yacht, fin-swimming, canoe, triathlon and so on) of 9th national marine sports games. Samples were extracted by convenient sampling method. A total 328 questionnaires were collected in this study except data which did not respond or trustless responded. In data processing, Cronbach's ${\alpha}$, frequency analysis, paired t-test and Importance-Performance Analysis were performed through SPSS 20.0. The results were as follows. First, I quadrant included Programs Multiplicity, Pamphlet, Stand preparations, Food Cleanliness, Effective Progress, Guide Know-How, Food taste. Third, II quadrant included Pre-Publicity, Internet Information, Proper Food Price, Shade Facilities, Convenient Parking, Restroom Cleanliness, Number of Restroom, Safety Facilities. Fourth, III quadrant included Entertaining Program, Number of Guide, Local Culture, Game Progress, Directional Sign. Fifth, IV quadrant included Performance Program, Well-Matched Event, View Distance, Various Food.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.16 no.7
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• pp.4349-4356
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• 2015

This study examine operating system for eco-friendly container terminal and shows the usefulness of the Importance-performance analysis grid in evaluating container terminal operating technology. Importance-performance analysis enables management to evaluate and identify the major strengths and weaknesses of eco-friendly container terminal operating technology's key success factors. This study identified a list of 20 items from the eco-friendly container terminal literature reviews, and each item was rated using a 5-point Likert scale. Responses were obtained from 250 questionnaires. The importance-performance grid shows that 13 items fall into the "Keep up the good work" quadrant, 2 items fall into the "Concentrate here" quadrant, 2 items fall into the "Low priority" quadrant, and 3 items fall into the "Possible overkill" quadrant. The findings suggest that an eco-friendly container terminal operating technology is necessary to enhance eco-friendly operating system. The results are useful in identifying areas for strategic focus to help container terminal managers develop eco-friendly container terminal operating technology strategies.

• Korean Medical Education Review
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• v.22 no.3
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• pp.198-206
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• 2020

This study aimed to identify needed improvements to current evaluation methods in medical school computer-based test (CBT) programs and test environments. To that end, an analysis of the importance and satisfaction was conducted through a survey of 3rd and 4th year medical students who had sufficient experience with CBT programs. Importance performance analysis methodology using the correlation coefficient was applied to assess average satisfaction and importance. The first quadrant (keep up the good work) was a factor of review and time management and test facilities among the conveniences of the CBT program. The second quadrant (concentrate here) was a factor of the convenience of the CBT program and computer monitor and chair factor within the test facilities. The third quadrant (low priority) was a factor of cheating and computer failure. The fourth quadrant (possible overkill) was the location, spacing, and temperature factors of the test facilities. Improvements are needed to reduce 'eye fatigue' and help students focus and understand the questions in the CBT programs. It is necessary to improve computer monitors, desks and chairs, and consider the subject's body type and manager in order to cope with computer breakdown and peripheral failures. Spare computers are needed. These findings are meaningful in that they have been able to identify factors that require improvement in the CBT program and test environment resulting from changes in assessment tools.

• Journal of Information Technology Services
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• v.20 no.3
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• pp.103-118
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• 2021

With the advancement of technology, the market size of online bookstores is constantly increasing in Korea. Despite the importance of the quality of services provided by online bookstores as many customers use online bookstores, many existing studies have approached only from a linear perspective that satisfying service quality factors will lead to customer satisfaction. In addition, the service quality of online bookstores has only been addressed in general and universal service situations, such as SERVQUAL and e-SERVQUAL and WebQual, or online situations. This study was conducted to consider the specificity of online bookstores and to establish specific strategies for improving service quality. In this study, we present six higher dimensions of service quality for online bookstores and 25 lower dimensions to measure it, and we confirm strategic direction for service quality elements through IPA analysis. As a result of the analysis, a total of 12 factors were included in the first quadrant, which required maintenance of service quality due to the high importance and satisfaction perceived by customers. Next, the importance of customers is high, but their satisfaction is low, so the second quadrant that should be improved first had a total of two factors. Third, the third quadrant was an area where customers perceived low importance and satisfaction, and a total of nine factors were involved. Finally, the fourth quadrant was an area where the customer was satisfied but perceived low importance, with a total of two factors. The results of this study can be used as basic data for strategic use of online service quality factors.

• Culinary science and hospitality research
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• v.23 no.8
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• pp.17-26
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• 2017

This study compared and analyzed the importance-satisfaction regarding the selection attributes of the convenience store focusing on PB lunch box for consumers of 20s and 30s. According to the research results, the importance of factors such as easy purchase, time reduction, convenient intake were found to be high among the selection attributes of the convenience store PB lunchbox and those of factors such as confirmation of food ingredients, nutrition, and new taste were found to be relatively low. In addition, factors with high satisfaction included easy purchase, convenient intake, time reduction, while factors with low satisfaction were confirmation of food ingredients, nutrition and hygiene. The results of the IPA analysis were as follows: The $1^{st}$ quadrant (Keep up the good work) included convenience, time reduction, easy purchase, convenient intake, convenient cooking method, and convenient packing container Etc. $2^{nd}$ quadrant (possible overkill) includes origin labeling and the 3rd quadrant (low priority) includes packing container design, convenient storage, consistency of quality and taste, good taste, moderate amount, new taste, one meal, moderate quantity and quality, inexpensive intake, and hygiene Etc. $4^{th}$ quadrant was found to include no corresponding factors.

• Culinary science and hospitality research
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• v.15 no.2
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• pp.108-120
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• 2009

This study intends to examine the effect of the teenagers' selection attribute and satisfaction of fast food menu. Sampling was taken among the students of high schools at Changwon in Kyungnam province, and a total of 400 samples were distributed, among which 306 valid samples were used for analysis. After date cording, answers were processed by SPSS 12.0. As a result of the IPA analysis, the 1st quadrant included 8 variables, the 2nd quadrant 6 variables, the 3rd quadrant 5 variables, and the 4 quadrant 8 variables. Also, as a result of the factor analysis for menu selection attribute, 5 factors(atmosphere, food, staff, comfort, compensation) were extracted. It was found that only food has a statistically significant impact on satisfaction with fast food.

• The Korean Journal of Food And Nutrition
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• v.21 no.1
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• pp.97-105
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• 2008

An IPA model was used to evaluate customer service encounters at a large food court; also the gaps between importance and performance from were also evaluated from both perspectives. The findings of this study will be applied in order to improve service quality at various large food service operations. A total of 298 customers from a large shopping mall food court completed the study questionnaire, asking them to evaluate the important and performance attributes of service. Seven underlying dimensions were identified and labeled by factor analysis: factor 1 was "safety": factor 2 "time": factor 3 "atmosphere": factor 4 "quality of food": factor 5 "menu attributes": factor 6 "comfort": and the last and seventh factor was "comprehension". As a result of IPA analysis the overall mean scores between the importance attributes and performance attributes showed significant differences by independent t-tests(p<0.001). Quadrant I was classified with unnecessary items including interior design, proper lighting, suitable chairs, and proper room temperature. In quadrant II thirteen variables showed high scores for both importance and performance, such as various menu choices, hygienic food, dishes, chairs, food court, kitchen, and employees; proper ventilation, employee kindness, waiting time to order, and received food; automatic system for ordering-serving. Quadrant III included eight variables identified as low priority, including appearance of food, nutrient content of food, proper portions, new menu, proper music, proper location of cashier, services for children and efficiency of movement. In quadrant IV six variables were included as areas to focus management's efforts, such as food taste, proper food temperature, use of safe food materials, maintenance of food quality, existence of preferred foods, and proper food prices. These results suggest that food court customers have interests that are distinct from restaurant customers and may need to be treated differently. It is anticipated that this data will be useful to the foodservice industry in order to segment customer characteristics by different dinning behaviors.

• Journal of Korean Society of Rural Planning
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• v.21 no.3
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• pp.113-120
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• 2015

The Purpose of this study is to analyze the importance and satisfaction on the items related to rural education farm management. The survey was carried out on the operators of rural education farm from October 6th, 2014 to April 30th, 2015, and 144 questionnaires were used for the final analysis. According to the analysis result, In the first quadrant, the environment of the farms(safety of the education farms, accessibility to the farms) and the existing customer management(dealing actively with the customer complaints, consulting with schools regarding the hands-on education and the feedbacks) were included. In the second quadrant, fourteen items were included. To mention these items in detail, the environment of the farms(lounge area for the guiding teachers), customer management(diversification of the publicity for the education farms, efforts to secure loyal customers, efforts to create new customers), campaigns of publicity and contents of publicity management(diversification of the publicity channels for education farms, off-line contents management, on-line contents management), ensuring professionalism(worksheet development and utilization, periodical supplemental education for operators), hands-on education programs(new program development, customized program development, distinguished program development), costs(efforts for cost reduction, fees for hands-on education) were included. In the third quadrant, the environment of the farms(size of the education farms), publicity activities and publicity contents management(enthusiastic publicity activities), strengthening professionalism(participation in the training programs related to rural education farm management) and in the fourth quadrant, the environment of the farms(environmentally-friendly and aesthetic natural landscape, convenient facilities such as powder rooms and washstands, parking lots) were included.

• Journal of Korean Society of Rural Planning
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• v.21 no.2
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• pp.163-175
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• 2015

This study aimed to analyze factors of importance and performance picked by customers of Bibijeong, a farm restaurant operated by the local community of Wanju-gun. Major points include: Recognition paths mostly were word of mouth and mass media, types of visit were in the company of friends, family members or work colleagues, and purposes of visit included consumption of meal and identifying features of the restaurant. Secondly, factor analysis showed that level of facility, atmosphere/cleanness, diversity of menu, employees, ingredients and network. The Cronbach Alpha coefficient was +0.6. Thirdly, average of importance of factors was 3.861 while average performance was 3.429. IPA analysis showed that employee(communication, customer contact) in the first quadrant proved the need for fast improvement through training. Atmosphere/cleanness (interior atmosphere, table clean, kitchen cleanliness, clean dishes, interion design) and employee(proficiency, menu recognition), foodstuff(freshness, origin, safety) in the second quadrant showed that the marketing strategy of improvement as well as maintaining current status is needed, including regular training and hygiene inspection. The third quadrant contains facilities(disability, baby, fire protection) and food menu(food packing, various menu, creative menu, menu description), network(village economic links), which showed the need for gradual improvement. The forth quadrant contains network(sights's near contains. The results so far can be summed into the statement that overcoming the basic functionality of providing meals and linking the restaurant with local attractions and local economy would be need, as well as building up the image of unique farm restaurant with local features, so that Bibijeong can serve as the centerpiece of community and foundation of exchange with other areas.