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An Importance-Performance Analysis to Evaluate Airline Service Quality: The Case Study of a Budget Airline in Asia
16 references·6 citing·36 second hop
An Importance-Performance Analysis to Evaluate Airline Service Quality: The Case Study of a Budget Airline in Asia (2008)An Importance-Performance Analysis to Eva…Satisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…Importance values for Importance–Performance Analysis: A formula for spreading out values derived from preference rankings (2006)Importance values for Importa…A Comparison of Approaches to Importance-Performance Analysis (2003)A Comparison of Approaches to…Revisiting importance–performance analysis (2001)Revisiting importance–perform…The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions (1998)The Asymmetric Impact of Nega…Applying Importance-Performance Analysis to Beijing as an International Meeting Destination (1997)Applying Importance-Performan…The Importance‐Performance Matrix as a Determinant of Improvement Priority (1994)The Importance‐Performance Ma…Importance‐Performance Analysis and the Measurement of Service Quality (1993)Importance‐Performance Analys…Cognitive, Affective, and Attribute Bases of the Satisfaction Response (1993)Cognitive, Affective, and Att…Use of importance-performance analysis to evaluate state park cabins: the case of the West Virginia state park system. (1992)Use of importance-performance…The Use of Importance-Performance Analysis as an Evaluative Technique in Adult Education (1989)The Use of Importance-Perform…Formulating and Evaluating Tou Rism Policy Using Importance-Performance Analysis (1989)Formulating and Evaluating To…SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)SERVQUAL: A multiple-Item Sca…Business Research Methods (1984)Business Research MethodsImportance-Performance Analysis (1977)Importance-Performance Analys…Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research (1975)Belief, Attitude, Intention a…Logistics service quality: where we are and where we go in the context of airline industry (2020)Logistics service quality: wh…FIPIA with information entropy: A new hybrid method to assess airline service quality (2019)FIPIA with information entrop…Exploring Service Quality of Low Cost Airlines (2019)Exploring Service Quality of …Extending understanding of the internal marketing practice and employee satisfaction relationship: A budget Chinese airline empirical examination (2018)Extending understanding of th…An Importance–Performance Analysis of Low Cost Carriers in Asia (2012)An Importance–Performance Ana…An Investigation Into Hotel Employees' Perception Of Green Practices (2009)An Investigation Into Hotel E…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A critical evaluation of importance–performance analysis (2012)Importance-performance analysis: A valid management tool? (2014)Strategic Management and Marketing in the Service Sector (1984)Measuring Service Quality: A Reexamination and Extension (1992)The Behavioral Consequences of Service Quality (1996)Evolving to a New Dominant Logic for Marketing (2003)A Theory of Cognitive Dissonance (1957)Tourism destination competitiveness: a quantitative approach (2004)Measuring tourist satisfaction by attribute and motivation: The case of a nature-based resort (2007)TOURIST SATISFACTION AND DISSATISFACTION (2009)Restoring our competitive edge (1984)Manufacturing strategy (2001)Importance–performance analysis in tourism: A framework for researchers (2014)A circumplex model of affect. (1980)A Cognitive Model of the Antecedents and Consequences of Satisfaction Decisions (1980)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Quality, satisfaction and behavioral intentions (2000)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Understanding Information Systems Continuance: An Expectation-Confirmation Model1 (2001)Prospect Theory: An Analysis of Decision under Risk (1979)Prospect theory: An analysis of decision under risk (1988)Do Satisfied Customers Really Pay More? A Study of the Relationship between Customer Satisfaction and Willingness to Pay (2005)Delight by Design: The Role of Hedonic Versus Utilitarian Benefits (2008)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)Perceived Usefulness, Perceived Ease of Use, and User Acceptance of Information Technology (1989)The theory of planned behavior (1991)Common method biases in behavioral research: A critical review of the literature and recommended remedies. (2003)Assessing Advantage: A Framework for Diagnosing Competitive Superiority (1988)Destination image analysis—a review of 142 papers from 1973 to 2000 (2002)Gain more insight from your PLS-SEM results (2016)Theory Building through Conceptual Methods (1993)Employee satisfaction, customer satisfaction, and financial performance: An empirical examination (2008)Research Methods in Business Studies (2020)
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References

  • 1975Belief, Attitude, Intention and Behavior: An Introduction to Theory and Research36,736 cited
  • 1988SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality21,113 cited
  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1977Importance-Performance Analysis4,319 cited
  • 1993Cognitive, Affective, and Attribute Bases of the Satisfaction Response3,249 cited
  • 1984Business Research Methods1,800 cited
  • 1998The Asymmetric Impact of Negative and Positive Attribute-Level Performance on Overall Satisfaction and Repurchase Intentions1,213 cited
  • 2001Revisiting importance–performance analysis772 cited
  • 1994The Importance‐Performance Matrix as a Determinant of Improvement Priority469 cited
  • 2003A Comparison of Approaches to Importance-Performance Analysis430 cited
  • 2006Importance values for Importance–Performance Analysis: A formula for spreading out values derived from preference rankings419 cited
  • 1993Importance‐Performance Analysis and the Measurement of Service Quality319 cited
  • 1997Applying Importance-Performance Analysis to Beijing as an International Meeting Destination196 cited
  • 1989Formulating and Evaluating Tou Rism Policy Using Importance-Performance Analysis177 cited

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1992
Use of importance-performance analysis to evaluate state park cabins: the case of the West Virginia state park system.
153 cited
  • 1989The Use of Importance-Performance Analysis as an Evaluative Technique in Adult Education100 cited
  • Cited by

    • 2018Extending understanding of the internal marketing practice and employee satisfaction relationship: A budget Chinese airline empirical examination37 cited
    • 2019FIPIA with information entropy: A new hybrid method to assess airline service quality26 cited
    • 2019Exploring Service Quality of Low Cost Airlines20 cited
    • 2020Logistics service quality: where we are and where we go in the context of airline industry18 cited
    • 2012An Importance–Performance Analysis of Low Cost Carriers in Asia17 cited
    • 2009An Investigation Into Hotel Employees' Perception Of Green Practices9 cited