English  |  正體中文  |  简体中文  |  Items with full text/Total items : 90453/105672 (86%)
Visitors : 13042918      Online Users : 257
RC Version 6.0 © Powered By DSPACE, MIT. Enhanced by NTU Library IR team.
Scope Tips:
  • please add "double quotation mark" for query phrases to get precise results
  • please goto advance search for comprehansive author search
  • Adv. Search
    HomeLoginUploadHelpAboutAdminister Goto mobile version

    Please use this identifier to cite or link to this item: http://asiair.asia.edu.tw/ir/handle/310904400/18969

    Title: Applying Information-Based Methods in Importance-Performance Analysis When the Information of Importance is Unavailable
    Authors: 謝俊逸;Shieh, Jiunn-I
    Contributors: 資訊多媒體應用學系
    Date: 2011-04
    Issue Date: 2012-11-26 15:11:28 (UTC+8)
    Abstract: Importance–performance analysis (IPA) is very useful for practitioners to improve service quality and increase customer satisfaction by identifying the major strengths and weaknesses. A survey is typically conducted to gather the needed information about importance and performance. If the survey does not include the information about the importance, this study introduces two information-based methods, namely entropy and mutual information methods. These two methods can be applied in either ordinal or metric data without the assumption of data to be Gaussian or symmetric distributed. Moreover, mutual information method uses the objective function to reduce the uncertainties when the outcome of the dependent variable is predicted where the dependent variable is the overall satisfaction. In this study, integrated frameworks of these two methods are proposed, and each framework consists of four steps to describe how the information of importance can be derived when the matrix of importance–performance analysis is to be constructed. Finally, a case study of Hi-Life convenient store in the university is illustrated to examine the service quality by these two proposed frameworks when the importance is unavailable directly from the survey.
    Relation: QUALITY & QUANTITY45(3):545-557.
    Appears in Collections:[行動商務與多媒體應用學系] 期刊論文

    Files in This Item:

    File Description SizeFormat

    All items in ASIAIR are protected by copyright, with all rights reserved.

    DSpace Software Copyright © 2002-2004  MIT &  Hewlett-Packard  /   Enhanced by   NTU Library IR team Copyright ©   - Feedback