Determining improvement priorities of public leisure facilities by revised Importance-Performance Analysis

Hui Hsien Hsu, Chi Fan Lin, Yi De Liu

Research output: Contribution to journalArticle

2 Citations (Scopus)

Abstract

The aim of this research is to use a revised Importance-Performance Analysis (IPA) approach that comprises three-factor theory concept and partial correlation analysis for classifying public leisure services into factors so that managers can make better decisions about how resources should be allocated to improve service quality. On the basis of the customer survey of 90,746 respondents collected from 254 public leisure centres in England during the period of 2006-2008, the research findings demonstrate that the performance of English public leisure facilities in technical quality (facility and service quality) is generally worse than functional quality (accessibility and staff). Specifically, adequate resources have to be allocated to improve the service in water temperature and number of people in swimming pool, not only because they are the major weaknesses but also because customers regard them as prerequisites. To sum up, managers need to know which factor service attributes fall so as to set right priorities while managing customer satisfaction.

Original languageEnglish
Pages (from-to)471-486
Number of pages16
JournalInternational Journal of Services and Operations Management
Volume8
Issue number4
DOIs
Publication statusPublished - 2011 Apr 1

Fingerprint

Managers
Swimming pools
Customer satisfaction
Water
Temperature
Factors
Service quality
Importance-performance analysis
Resources
Leisure
Leisure facilities
Correlation analysis
Service attributes
Customer surveys
Three-factor theory
Accessibility
Staff
England

Keywords

  • Customer satisfaction
  • IPA
  • Importance-Performance Analysis
  • Public services
  • Three-factor theory

ASJC Scopus subject areas

  • Management Science and Operations Research
  • Industrial and Manufacturing Engineering
  • Management of Technology and Innovation

Cite this

Determining improvement priorities of public leisure facilities by revised Importance-Performance Analysis. / Hsu, Hui Hsien; Lin, Chi Fan; Liu, Yi De.

In: International Journal of Services and Operations Management, Vol. 8, No. 4, 01.04.2011, p. 471-486.

Research output: Contribution to journalArticle

@article{ad779e2fe68e4362ae417e433dad6bcf,
title = "Determining improvement priorities of public leisure facilities by revised Importance-Performance Analysis",
abstract = "The aim of this research is to use a revised Importance-Performance Analysis (IPA) approach that comprises three-factor theory concept and partial correlation analysis for classifying public leisure services into factors so that managers can make better decisions about how resources should be allocated to improve service quality. On the basis of the customer survey of 90,746 respondents collected from 254 public leisure centres in England during the period of 2006-2008, the research findings demonstrate that the performance of English public leisure facilities in technical quality (facility and service quality) is generally worse than functional quality (accessibility and staff). Specifically, adequate resources have to be allocated to improve the service in water temperature and number of people in swimming pool, not only because they are the major weaknesses but also because customers regard them as prerequisites. To sum up, managers need to know which factor service attributes fall so as to set right priorities while managing customer satisfaction.",
keywords = "Customer satisfaction, IPA, Importance-Performance Analysis, Public services, Three-factor theory",
author = "Hsu, {Hui Hsien} and Lin, {Chi Fan} and Liu, {Yi De}",
year = "2011",
month = "4",
day = "1",
doi = "10.1504/IJSOM.2011.039665",
language = "English",
volume = "8",
pages = "471--486",
journal = "International Journal of Services and Operations Management",
issn = "1744-2370",
publisher = "Inderscience Enterprises Ltd",
number = "4",

}

TY - JOUR

T1 - Determining improvement priorities of public leisure facilities by revised Importance-Performance Analysis

AU - Hsu, Hui Hsien

AU - Lin, Chi Fan

AU - Liu, Yi De

PY - 2011/4/1

Y1 - 2011/4/1

N2 - The aim of this research is to use a revised Importance-Performance Analysis (IPA) approach that comprises three-factor theory concept and partial correlation analysis for classifying public leisure services into factors so that managers can make better decisions about how resources should be allocated to improve service quality. On the basis of the customer survey of 90,746 respondents collected from 254 public leisure centres in England during the period of 2006-2008, the research findings demonstrate that the performance of English public leisure facilities in technical quality (facility and service quality) is generally worse than functional quality (accessibility and staff). Specifically, adequate resources have to be allocated to improve the service in water temperature and number of people in swimming pool, not only because they are the major weaknesses but also because customers regard them as prerequisites. To sum up, managers need to know which factor service attributes fall so as to set right priorities while managing customer satisfaction.

AB - The aim of this research is to use a revised Importance-Performance Analysis (IPA) approach that comprises three-factor theory concept and partial correlation analysis for classifying public leisure services into factors so that managers can make better decisions about how resources should be allocated to improve service quality. On the basis of the customer survey of 90,746 respondents collected from 254 public leisure centres in England during the period of 2006-2008, the research findings demonstrate that the performance of English public leisure facilities in technical quality (facility and service quality) is generally worse than functional quality (accessibility and staff). Specifically, adequate resources have to be allocated to improve the service in water temperature and number of people in swimming pool, not only because they are the major weaknesses but also because customers regard them as prerequisites. To sum up, managers need to know which factor service attributes fall so as to set right priorities while managing customer satisfaction.

KW - Customer satisfaction

KW - IPA

KW - Importance-Performance Analysis

KW - Public services

KW - Three-factor theory

UR - http://www.scopus.com/inward/record.url?scp=79954542982&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=79954542982&partnerID=8YFLogxK

U2 - 10.1504/IJSOM.2011.039665

DO - 10.1504/IJSOM.2011.039665

M3 - Article

AN - SCOPUS:79954542982

VL - 8

SP - 471

EP - 486

JO - International Journal of Services and Operations Management

JF - International Journal of Services and Operations Management

SN - 1744-2370

IS - 4

ER -