•The study uses PLS-SEM to conduct an MGA and an IPMA.•Hotel star rating moderates the relationship between service quality and customer satisfaction.•For low-end establishments, accommodation ...infrastructure and employee expertise are important predictors of satisfaction.•Safety and security and room quality are the two significant determinants of satisfaction for three-star establishments.•We provide managerial interventions for improving guest satisfaction for accommodation establishments in each grading category.
This research contributes to customer satisfaction knowledge with regard to accommodation in South Africa whose star grading differs. A multi-group analysis and an importance-performance map analysis by means of PLS-SEM allow us to differentiate between service quality performance scores and their influences on customer satisfaction across accommodation with a different star grading. The two most important predictors of satisfaction with one-star and two-star category accommodation are the accommodation infrastructure and the employee expertise. Both predictors were found to have relatively low levels of performance. Safety and security and room quality are two significant determinants of satisfaction with three-star establishments, although they under-perform with regard to safety and security. In respect of four-star and five-star accommodation, waiting time and customer interaction, both of which have above average performance scores, influence customer satisfaction. We provide specific guidelines for managerial interventions to improve service quality and guests’ satisfaction for each grading category.
This study is aimed to assess the quality of service provided by Malaysia Airlines and its impact on overall customer satisfaction. This study employed a convenience sampling method for collecting ...data from 460 respondents using a self-administered questionnaire, designed on five dimensions of AIRQUAL scale. Moreover, variance based structural equation modelling (PLS-SEM) was used for testing the proposed structural model. Findings of this study revealed that all five dimensions of AIRQUAL scale i.e. airline tangibles; terminal tangibles; personnel services; empathy and image have a positive, direct and significant impact on customer satisfaction of Malaysia Airlines. This study investigated the impact of service quality dimensions on customer satisfaction in Malaysia Airlines. Due to limited resources and time constraints this study involves respondents from Malaysia Airlines only; for that reason a comparative analysis of findings with other airlines was not possible; therefore it is considered a limitation of this study. Moreover, importance-performance map analysis (IPMA) was also performed for exploring the importance of various dimensions of service quality. Findings indicate that airlines should focus on all dimensions of service quality, with special focus on personnel services and image for enhancing their customer satisfaction. It is expected that findings of this study will help airlines to understand the role of various dimensions of service quality for enhancing their customer satisfaction.
•AIRQUAL scale is used for assessing the impact of airline service quality on customer satisfaction.•Second generation PLS-SEM tool is employed for getting more robust results from reflective and formative measurement models.•Findings revealed that all five dimensions of AIRQUAL scale are significantly important for enhancing customer satisfaction.•Importance-performance map analysis (IPMA) revealed that airlines should focus on personnel services, tangibles and image.
Sustainability‐oriented innovation in services has recently been raising interest among academics and professionals. The present research has a dual objective. The first is to develop a scale that ...captures the notion of sustainability‐oriented innovation in retailing (SOI‐r) from the consumer's perspective. A sequential process is carried out to purge and retain 17 items which synergistically measure SOI‐r. We use quantitative research, adopting an exploratory‐descriptive approach on a total sample of 510 customers of commercial food establishments. The principal axis factor analysis shows six factors: product innovation, marketing innovation, relational innovation, economic sustainability, social sustainability, and environmental sustainability. The second objective is to develop an index using importance‐performance map analysis, which allows analysis of the level of development of the six dimensions identified in SOI‐r and areas for their improvement. The results are compared across food retail formats (hypermarkets, supermarkets, and discount stores) and recommendations are made at a strategic level.
Purpose
The purpose of this paper is to introduce the importance-performance map analysis (IPMA) and explain how to use it in the context of partial least squares structural equation modeling ...(PLS-SEM). A case study, drawing on the IPMA module implemented in the SmartPLS 3 software, illustrates the results generation and interpretation.
Design/methodology/approach
The explications first address the principles of the IPMA and introduce a systematic procedure for its use, followed by a detailed discussion of each step. Finally, a case study on the use of technology shows how to apply the IPMA in empirical PLS-SEM studies.
Findings
The IPMA gives researchers the opportunity to enrich their PLS-SEM analysis and, thereby, gain additional results and findings. More specifically, instead of only analyzing the path coefficients (i.e. the importance dimension), the IPMA also considers the average value of the latent variables and their indicators (i.e. performance dimension).
Research limitations/implications
An IPMA is tied to certain requirements, which relate to the measurement scales, variable coding, and indicator weights estimates. Moreover, the IPMA presumes linear relationships. This research does not address the computation and interpretation of non-linear dependencies.
Practical implications
The IPMA is particularly useful for generating additional findings and conclusions by combining the analysis of the importance and performance dimensions in practical PLS-SEM applications. Thereby, the IPMA allows for prioritizing constructs to improve a certain target construct. Expanding the analysis to the indicator level facilitates identifying the most important areas of specific actions. These results are, for example, particularly important in practical studies identifying the differing impacts that certain construct dimensions have on phenomena such as technology acceptance, corporate reputation, or customer satisfaction.
Originality/value
This paper is the first to offer researchers a tutorial and annotated example of an IPMA. Based on a state-of-the-art review of the technique and a detailed explanation of the method, this paper introduces a systematic procedure for running an IPMA. A case study illustrates the analysis, using the SmartPLS 3 software.
In investigating consumers’ intentions to re-purchase organic personal care products (PCP), this study extends the theory of planned behaviour by including perceived value dimensions as the ...antecedents of attitude in the model. The findings revealed that most of the hypothesised relationships linking the consumer perceived value constructs (namely, health, safety, hedonic and environmental) with attitude towards the rebuying of organic PCP, were supported. Also, better product knowledge about organic PCP would lead to more positive attitudes towards re-purchasing the product. In contrast, social value was not important in predicting attitude. Similarly, the influence of subjective norm on rebuying intention was not supported. In terms of ranking of importance with regards to prediction of re-purchasing intention, attitude was the most important predictor followed by perceived behavioural control, product knowledge, hedonic value, environmental value and safety value.
ABSTRACTThis study explores the link between informality and institutional quality in 48 emerging economies from 2013 to 2018, using partial least squares – structural equation modeling (PLS-SEM). It ...delves into the role of informality and the poorly understood drivers in these economies. This study models property rights, public fund diversion, and government transparency. This study explores systemic conditions and finds a complex link between weaker institutions and increased informality. The analysis found an association between lower institutional quality and higher levels of informality, aligning with the theory that more robust institutions are linked to fewer informal activities. However, the analysis also indicated that systemic factors have a significant relationship with the degree of informality. Mediation analysis indicated an association between systemic issues, reduced institutional quality, and increased informality. State legitimacy, inequality, and factionalism have been highlighted as potential areas to address in an effort to decrease informality. Enhancing systemic conditions and public fund oversight may be important considerations. A dual approach to institutional and systemic reforms has been suggested. Regional differences indicate a need for further research on context-specific drivers. This exploratory PLS-SEM study offers detailed evidence to aid formalization policies in emerging economies.
Collaboration and teamwork represent a unique form of human activity that involves interdependence and shared responsibility in achieving goals and completing tasks, as well as the ability to ...complete tasks efficiently and communicate effectively. Nowadays, the ability to collaborate in a team is one of the most desired social competences. This publication presents selected problems in the field of project team management. The paper deals with the selection of a project team, including a project manager based on the adopted profile of requirements and competences with the example of an international project. The publication is based on selected literature on the subject, a review of secondary research results, and the results of the author's research on the traits, skills, and competences that should characterize a project manager and project team members.
This research offers a novel approach that extends the application of importance-performance map analysis (IPMA) in partial least squares structural equation modeling (PLS-SEM) by incorporating ...findings from a necessary condition analysis (NCA). The IPMA comprises assessing latent variables and their indicators' importance and performance, while an NCA introduces an additional dimension by identifying factors that are crucial for achieving the desired outcomes. An NCA employs necessity logic to identify the must-have factors required for an outcome, while PLS-SEM follows an additive sufficiency logic to identify the should-have factors that contribute to high performance levels. Integrating these two logics into the performance dimension is particularly valuable for prioritizing actions that could improve the target outcomes, such as customer satisfaction and employee commitment. Although the combined use of PLS-SEM and NCA is a recent suggestion, this study is the first to combine them with an IPMA (i.e., in a combined IPMA; cIPMA). A case study illustrates the combined use of PLS-SEM and an NCA to undertake a cIPMA. This innovative approach enhances researchers' and practitioners' decision making, enabling them to prioritize their efforts effectively.
•This research presents the combined importance-performance map analysis (cIPMA).•The cIPMA combines importance, performance, and necessity factors.•We offer practical guidelines for running and interpreting cIPMA results.•A detailed case study on technology acceptance demonstrates the use of cIPMA.•This study is the first to enrich the IPMA with a necessity perspective.
This paper investigates the key predictors of cloud computing adoption, and further, assesses how cloud computing adoption affects small and medium enterprises' (SMEs') performance. To test the ...proposed model, we have applied a dual-stage analytical approach by combining structural equation modeling (SEM) and artificial neural network (ANN). SEM results reveal that relative advantage, service quality, perceived risks, top management supports, facilitating conditions, cloud providers influence, server location, computer self-efficacy, and resistance to change have a significant effect on the adoption of cloud computing. Also, this study confirms the positive impact of cloud computing adoption on firm performance. The results of importance-performance map analysis (IPMA) suggest that managerial actions should focus more on improving perceived risk, relative advantage, and top management support. Besides, the results of neural network analysis indicate that the most significant predictor of cloud adoption is server location followed by facilitating conditions, relative advantage, service quality, top management support, computer self-efficacy, perceived risks, cloud provider's influence, and resistance to change. We also discuss the implications of the research that can assist researchers, owners/managers, policymakers, and cloud providers by offering valuable insights regarding cloud computing adoption in SMEs.
•Extending the technology-organization-environment (TOE) framework with individual dimension.•Employing a hybrid approach by integrating SEM method and neural network analysis.•Performing IPMA in PLS to identify the critical factors that need special managerial consideration.•Identifying server location as the most important predictor of cloud computing adoption.•Establishing the positive impact of cloud adoption on SMEs’ performance for cloud supported operations.
Purpose: The purpose of this study was to identify the factors that influence customer loyalty to indrive application users in the city of Bandung, Indonesia using IPMA analysis on SmartPLS
...Theoretical framework: This research is a development of theoretical aspects of the online transportation industry in Indonesia which consists of app design and trust variables as moderator variables between e-service quality and customer satisfaction. Then there is price, value for money and perceived quality which affect customer satisfaction, and customer satisfaction will affect customer loyalty.
Design/methodology/approach: This study uses a quantitative method with data sources derived from surveys through the distribution of online questionnaires to 160 inDrive application users. The data analysis technique used is SEM-PLS and IPMA Analysis using SmartPLS software.
Findings: Customer satisfaction is the variable that most influences customer loyalty of inDrive application users in Bandung based on IPMA Analysis, because it has the highest performance value when compared to other variables
Research, Practical & Social implications: InDrive management must pay attention to customer satisfaction for each inDrive application user in the city of Bandung in order to achieve, maintain the consistency and sustainability of the inDrive company in the city of Bandung to maintain customer loyalty.
Originality/value: The study is the first study conducted to analyze the factors that influence customer loyalty in indrive application users in the Bandung City, Indonesia, so that it can be a reference and additional reference on academic knowledge and managerial aspects.
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