Applying importance-performance analysis to compare the changes of a convenient store

Applying importance-performance analysis to compare the changes of a convenient store This study applies importance-performance analysis to examine how the services provided by the convenient store (Hi-Life) located in Asia University have been changed when a competitor of a 7–11 convenient store opens nearby the university. In this case study, the performance for each item in the survey was measured by the average value, while the importance was evaluated by the variance-based methods. With the use of importance- performance analysis, a comparison of provided services at Hi-Life can be evaluated by two four-quadrant matrices to see how the services have been changed when the 7–11 becomes the competitor nearby the university. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Quality & Quantity Springer Journals

Applying importance-performance analysis to compare the changes of a convenient store

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Publisher
Springer Netherlands
Copyright
Copyright © 2007 by Springer Science + Business Media B.V.
Subject
Social Sciences, general; Methodology of the Social Sciences; Social Sciences, general
ISSN
0033-5177
eISSN
1573-7845
D.O.I.
10.1007/s11135-007-9111-5
Publisher site
See Article on Publisher Site

Abstract

This study applies importance-performance analysis to examine how the services provided by the convenient store (Hi-Life) located in Asia University have been changed when a competitor of a 7–11 convenient store opens nearby the university. In this case study, the performance for each item in the survey was measured by the average value, while the importance was evaluated by the variance-based methods. With the use of importance- performance analysis, a comparison of provided services at Hi-Life can be evaluated by two four-quadrant matrices to see how the services have been changed when the 7–11 becomes the competitor nearby the university.

Journal

Quality & QuantitySpringer Journals

Published: May 17, 2007

References

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