• International Commerce and Information Review
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• v.12 no.2
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• pp.59-83
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• 2010

The purposes of the study is to evaluate the discrepancy between user's expectation and satisfaction degree in the service of uTradeHub. In this regard, this study infers general solutions in order to induce the intersection area using IPA technique. Then this paper will present directions to improve the service of uTradeHub. In terms of methodology, this article disclosed that IPA model approach is greatly useful to evaluate user's attribute. First, variables like the link of different works(f1), trust of system(f4), information connection(f7) are located on the first quadrant. This means that importance and satisfaction are all high variables for user. So, this is very important variables that need continuous administration in order to maintain present state. Second, variables such as the speed of information acquisition(f2), improvement of use(f3), stability of system(f5) are located on the second quadrant. This means that user's importance is high but user's satisfaction is low. Therefore, this area needs an active improvement strategy and quick maintenance for e-Trade application. Third, variables like the appropriateness of information usage fees(f8), easy subscription(f9), customer support service(f10) are located on the third quadrant. Because these variables are all low for user's importance and satisfaction, we have to arrange strong and radical remedy for e-Trade service. Finally, variables like information offer(f6) are located on the fourth quadrant. This means that user's satisfaction is high but user's importance is low. The research result suggests that e-Trade service development would be re-organised as much as user feels the importance of process innovation.

• Journal of Korean Society of Transportation
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• v.25 no.2 s.95
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• pp.27-37
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• 2007

This research has been carried out for assessing the competitiveness of the major Asian airports based on the quality of service provision. Five airports were selected for evaluation: Hong Kong, Singapore Changi, Tokyo Narita, Bangkok Don Muang, and Seoul Incheon International Airport. For evaluation of these selected airports, AHP and IPA techniques were applied. Five main factors were defined through a literature review of previous studies: concreteness, convenience, economic efficiency, respondency, and accessability. Hong Kong International Airport had the strongest airport in the Asian region, followed by Incheon International Airport. The least competitive airports were Bangkok and Tokyo Narita International Airport in regards to users' perception for the provision of services at the airport.

• Journal of Korea Society of Industrial Information Systems
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• v.21 no.2
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• pp.73-91
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• 2016

This study sheds light on the quality aspect of cloud computing services as next IT platform. Three tasks of the research are to extract the quality factors of cloud service from the user's viewpoint, empirically analyze the perceptual differences between the user group and the provider group by applying the IPA technique, and suggest some quality factors that need to be improved. Based on the previous researches and focus group evaluation, 13 quality factors have been established. Two field surveys have been performed respectively to collect the perceptual importance and satisfaction level of the users and the providers. It is shown that the quality satisfaction of the user group is lower than the quality perceived by the providers. And there exist significant differences between two groups in respect to quality importance level and IPA matrix. In conclusion, 6 quality factors that need to be improved are suggested such as service functionality, service availability, interoperability, scalability, confidentiality, and provider's responsiveness.

• Health Policy and Management
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• v.18 no.3
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• pp.1-17
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• 2008

The measurement and management of patient satisfaction has become one of the key issues in the last two decades. Hospitals must thoroughly understand the needs of their customers and design products and health services that meet and exceed their expectations. The importance-performance analysis(IPA) is a widely used analytical technique that yields strategies for managing customer satisfaction in a variety of applications. IP A is a two-dimensional grid based on customer-perceived importance of quality attributes and attribute performance. Depending on the interplay of these two dimensions, four strategies can be derived. The aim of this study is to develop the management strategies for improving patient satisfaction in university hospitals using the I-P analysis. The attributes on inpatient service quality in 4 university hospitals was investigated using the Martilla and James(l977)' s a mean adjusted I-P grid where the axes of the grid cross at the average rating point of all items. The patient satisfaction questionnaires were completed by 600 hospital inpatients. The main statistical methods are path analysis and IPA with SPSS 12.0 and AMOS 4.0 statistical softwares. The two attributes, physician and medical service, administrative staff kindness attributes position in first quadrant(Keep Up the Good domain). The nurse and nursing service attributes position in second quadrant(Possible Overkill domain). The two attributes, convenience of check-in service, facilities and physical environment position in third quadrant(Low Priority domain). Finally the quality of inpatient service(food etc.) attributes position in fourth quadrant(Concentrate Here domain). These findings show various implications on the development of strategies in university hospitals in the future. It was determined that quality of inpatient service(food etc.) need to concentrate more on investments. These investments include a taste, price, proper provision of food service and quick response of pain management. A low priority was given to investment in streamlining the check-in process of inpatient and hospital facilities and physical environment in the long run.

• Journal of the Korea Society of Computer and Information
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• v.16 no.12
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• pp.59-69
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• 2011

Recently, as people's interest in health care has been rising, the health care service awareness and utilization has been increasing. However, the existing healthcare services have problems such as inconvenience of mobility, the low reliability of input for information and low accuracy of information provided as well. in this study, we developed the m-Health application by utilizing smart phone with improvement of these problems. This application provided the total of 5 services such as notification for risk of cardiovascular disease, personalized dietary recommendations targeted to 20s and 30s who do not properly manage their health care by bad habits. In addition, the benefits and problems of these services were found out through the analysis for the general importance and satisfaction of these services by Importance-Performance Analysis (IPA) technique. In result of IPA analysis, The six items such as 'input accuracy and reliability of information', 'content reliability', 'proper health service recommendations', etc. among 12 of the items needed to receive the effective services on m-Health were belonged to importance and satisfaction area with high level. And, in the 'information security', the importance is high but the satisfaction was low. In conclusion, the further study for strengthening security of information, service update provided with PHR to consistently keep the advantage of these services will be conducted.

• Journal of Distribution Science
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• v.13 no.4
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• pp.89-98
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• 2015

Purpose - In today's globalized and modern business environment, corporate social responsibility (CSR) activities are considered to be essential for the sustainable development of enterprises. In addition, the corporate philanthropy that is related to CSR practices, as well as their being capable of reducing the anti-corporate sentiment of people have facilitated a qualitative forward leap into the quantitative growth phase. This study aims to undertake a comparative evaluation of corporate philanthropy through the Importance-Performance Analysis (IPA) method focusing on service and manufacturing industries, and to eventually determine a differentiated approach that is needed for corporate philanthropy. Research design, data, and methodology - The survey responses were collected through online research on specialized companies from consumers nationwide who were aged from 20 to 60 and who are aware of corporate philanthropy. A total of 408 sheets of questionnaire survey were used. Frequency analysis was undertaken in this study. The interviewees had demographic characteristics of gender: 206 males (50.5%) and 202 females (49.5%). They also had demographic characteristics of age: 82 people were over 20 (20.1%), 96 over 30 (23.5%), 105 over 40 (25.7%), and 125 over 50 (30.7%) years of age. The distribution of interviewees' residences is as follows: 154 persons (37.7%) in the Special City, 102 persons (25.0%) in the Metropolitan City, and 152 persons (37.3%) in the Provincial Region. The interviewees have been working for the following companies: 34 persons (8.3%) in LG Display, 80 (19.6%) in KT&G, 49 (12.0%) in Amore Pacific, 42 (10.3%) in KIA Motors, 47 (11.5%) in SBS, 52 (12.8%) in Shinhan Bank, 86 (21.1%) in Asiana Airlines, and 18 (4.4%) in Hyundai Department Store. We applied the paired t-test for the IPA analysis. PASW Statistics 18 was used for statistical analysis. Results - The results of IPA analysis indicated that the importance and performance degrees in both manufacturing and service industries were significantly different. Major empirical results showed that, in consumer, social, economic, philanthropic, and environmental dimensions, in the sub-factors of philanthropy activities in both manufacturing and service industries, the importance degree was found to be higher than performance degree. Further, the average difference between importance degree and performance degree by the sub-factors of philanthropy activities. On the other hand, the average difference of environmental dimension was found to be highest in both service and manufacturing industries. Thus, while consumers consider the philanthropy activities of the environmental dimension as most important, actual companies treat performance of philanthropy activities of the environmental dimension insufficiently or negligibly to some degree. Conclusions - The differentiated approach method that is required for corporate philanthropy may be proposed to uplift corporate accomplishments by analyzing the IPA of the attributes of the sub-factors of corporate philanthropy. This is, to an extent, insufficient in the existing studies related to the use of the IPA technique, and it shows the items that are to be conducted intensively.

• Journal of The Korean Association of Information Education
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• v.23 no.6
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• pp.675-687
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• 2019

As interest in artificial intelligence increases, each university has been establishing a special graduate school with artificial intelligence major, and recently, the Korea government has established various support policies for artificial intelligence education. However, each university has a lot of difficulties because it has little experience in operating graduate education with the latest field of artificial intelligence and it is not easy to find experts. In this study, the response of graduate school students majoring in artificial intelligence was analyzed using IPA technique, and the direction of education of graduate school artificial intelligence major was searched. Among the 40 items surveyed by IPA, 12 items such as systematization of artificial intelligence curriculum, progress of class considering learning level, improvement of academic relations with guidance professors were extracted as items to be improved first. On the other hand, 8 items such as assistant capacity, and relationship with colleagues were overloaded, and twelve items such as instructor's lecture competency, appropriateness of educational contents, learner's artificial intelligence skills and knowledge, and attitude acquisition were to be maintained. In addition, eight items such as convergence education curriculum and diversity of education methods were all low in importance and performance. It is suggested that AI graduate school should be divided into two tracks(technical specialization, convergence expansion) by educational goal, and each track should be conducted by level-specific educational contents and methods suitable for student level. The curriculum should be elaborate and systematic to acquire AI knowledge, skills, and attitudes, and should have an individualized guidance system centered on excellent faculty members.

• Journal of Korean Society for Quality Management
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• v.43 no.2
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• pp.127-140
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• 2015

Purpose: To obtain the area for improvement, the Importance-Performance analysis(IPA) uses relatively simple questions, that is, satisfaction and importance at attribute level. However, no attempt has been made to consider the gap between own company's performance and those of competitors in IPA, in the field of quality management. This study is aimed to suggest a new prioritizing method for improvement and to test for validity of the proposed technique. Methods: This study used data collected from Song and Lim(2015), which is satisfaction of employees, customers and competitors as well as importance data for 7 quality attributes of K animal hospital. A correlation comparison with other priority methods such as Bacon(2003)'s model and Matzler and Hinterhuber(1998)'s QI index is conducted. Results: The priority results by the proposed method shows better in correlation coefficient with customer perceived priority for improvement than other methods. Conclusion: From the result of the current study, it can be concluded that the result of the proposed method is valid, while it is relatively easy to understand and analyze, and therefore no additional survey is necessary for improvement priority.

• Educational Technology International
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• v.22 no.1
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• pp.57-85
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• 2021

The purpose of this study was to identify learners' perception of teaching activities in online classes that were forcibly switched due to COVID-19, and to compare and analyze differences in importance and performance of online teaching activities according to the level of self-directed learning in university students. To address these goals, 31 university students who took courses operated as online classes at university participated in this study, and the collected data were analyzed according to IPA procedures and methods. As a result, for online teaching activities, class attendance check and encouragement, clarity of class objectives, the ability to deliver the content of learning, and the ability of the instructor to deliver lectures were identified as factors to be constantly emphasized. Depending on the level of self-directed learning, there were significant differences between importance and performance in high level learners' interaction strategy with instructor, interaction strategy with learner, and timely provision of instructor's feedback. On the other hand, there was no significant difference between the importance and performance of online teaching activities for learners with a low level of self-directed learning. Based on these research results, several implications for the design of effective online teaching activities in future university education were proposed.

• Culinary science and hospitality research
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• v.15 no.2
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• pp.243-254
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• 2009

The purpose of this study is development of the quality assessment for interior space and foodservice management in Italian restaurants. Also this study aims to evaluate them which are consisted of 30 items by Likert 5 point scale. As a result of the evaluation, 'food taste' and 'ingredients freshness' were the most important factors in interior space and the foodservice in Italian restaurants. The IPA technique proved that nine items including Q4, Q9, Q10, Q11, Q14, Q16, Q19, Q24, Q28 were in 'Doing great, keep it up' and five items such as Q13, Q25, Q26, Q27, Q29 that got high expectation and low perception needed to be focused for quality management strategies.