Health> Vol.6 No.5, February 2014

Importance-performance analysis: Revisiting a tool for the evaluation of clinical services

DownloadDownload as PDF (Size:185KB)  HTML    PP. 285-291  

ABSTRACT

The importance-performance analysis method (IPA) is used in market research in order to measure the level of customer satisfaction. The aim of this study was to evaluate and highlight the use of IPA as a management tool to measure quality of dental services. We suggest that this method can be easily implemented in a dental educational setting, as a performance outcome measure that includes patient input. The study was conducted in a dental service through a valid questionnaire, SERVQUAL. This instrument explores levels of service quality perceived by patients. It was conducted in four companies in Brazil in 2011 (derived from different industry segments; two from textiles, one from hospital care and the other from the manufacturing industry) in two States (S?o Paulo and Minas Gerais). These companies were covered by the same dental managed care organization which contracted with independent dentists to provide care. The study was divided into two stages: the first, in which beneficiaries answered the questionnaire prior to receiving dental treatment, and the second when the same beneficiaries answered after completing their dental treatment. Data obtained from SERVQUAL generated graphs

that were used to characterize the IPA matrix using several dimensions of care. The Assurance Dimension had the highest average in both expectation and perception. The Reliability dimension showed the value of the most negative GAP among the dimensions, and the best value occurred in the Responsiveness dimension. The IPA tool may be effective in Dental Medicine since it highlights the key points to be improved in the delivery of dental services in a clinical setting.

Cite this paper

Gonçalves, J. , Pinto, A. , Batista, M. , Pereira, A. and Bovi Ambrosano, G. (2014) Importance-performance analysis: Revisiting a tool for the evaluation of clinical services. Health, 6, 285-291. doi: 10.4236/health.2014.65041.

References

[1] Martilla, J. and James, J. (1977) Importance-performance analysis. Journal of Marketing, 41, 77-79.
http://dx.doi.org/10.2307/1250495
[2] Ennew, C.T., Reed, G.V. and Binks, M.R. (1993) Importance-performance analysis and the measurement of service quality. European Journal of Marketing, 27, 59-70. http://dx.doi.org/10.1108/03090569310026402
[3] Dolinsky, A. (1991) Considering the competition in strategy development: An extension of importance-performance analysis. Journal of Health Care Marketing, 11, 31-36.
[4] Dolinsky, A.L. and Caputo, R.K. (1991) Adding a competitive dimension to importance-performance analysis: An application to traditional health care systems. Health Marketing Quarterly, 8, 61-79.
http://dx.doi.org/10.1300/J026v08n03_03
[5] Hawes, J.M. and Rao, C.P. (1995) Using importance-performance analysis to develop health care marketing strategies. Journal of Health Care Marketing, 5, 19-25.
[6] Parasuraman, A., Zeithaml, V. and Berry, L. (1998) SER-VQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing, 64, 12-40.
[7] Hu, H.Y., Chiu, S.I., Cheng, C.C. and Yen, T.M. (2011) Applying the IPA and DE-MATEL models to improve the order-winner criteria: A case study of Taiwan’s network communication equipment manufacturing industry. Expert Systems with Applications, 38, 9674-9683.
http://dx.doi.org/10.1016/j.eswa.2011.01.147
[8] Lee, Y.C., Yen, T.M. and Tsai, C.H. (2008) Using importance-performance analysis and decision making trial and evaluation laboratory to enhance order-winner criteria. A study of computer industry. Information Technology Journal, 7, 396-408.
[9] Keyt, J.C., Yavas, U. and Riecken, G. (1994) Importance-performance analysis. International Journal of Retail & Distribution Management, 22, 35-40.
http://dx.doi.org/10.1108/09590559410067325
[10] Manski, R.J. (1989) Decision process of the dental consumer. Journal of Dental Practice Administration, 6, 35-38.
[11] Cunningham, M.A. and Gaeth, G.J. (1989) Using Importance-Performance Analysis to Assess Patients’ Decisions to Seek Care in a Dental School Clinic. Journal of Dental Education, 53, 584-586.
[12] Ayres, C. and Abrams, R.A. (1989) Attitudes of consumers toward dentistry and dentists. Journal of Dental Practice Administration, 6, 22-28.
[13] Dewi, F.D., Sudjana, G. and Oesman, Y.M. (2011) Patient satisfaction analysis on service quality of dental health care based on empathy and responsiveness. Journal of Dental Research, 8, 172-177.
http://dx.doi.org/10.4103/1735-3327.86032
[14] Matzler, K. and Sauerwein, E. (2002) The factor structure of customer satisfaction: An empirical test of the importance grid and the penalty-reward-contrast analysis. International Journal of Service Industry Management, 13, 314-332. http://dx.doi.org/10.1108/09564230210445078
[15] Ho, F. and Lee, Y. (2012) Using modified IPA to evaluate supplier’s performance: Multiple regression analysis and DEMATEL approach. Expert Systems, 2, 7102-7109.

comments powered by Disqus

Copyright © 2014 by authors and Scientific Research Publishing Inc.

Creative Commons License

This work and the related PDF file are licensed under a Creative Commons Attribution 4.0 International License.