Title: Measuring the importance of product attributes and its implication in resource allocation

Authors: Vahid Pezeshki; Alireza Mousavi

Addresses: School of Engineering and Design, Brunel University, Middlesex, UK. ' School of Engineering and Design, Brunel University, Middlesex, UK

Abstract: This paper reports on a critical review of the Importance-Performance Analysis (IPA) method using three different measures: customer self-stated importance, regression analysis and regression analysis with dummy variables. The study confirms that product attribute importance is an antecedent of attribute performance. The importance of product attributes from the customers point of view may change with the fluctuation in product performance level. The results of this research help in measuring the impact of service attribute performance on customer satisfaction, which in turn can help companies to identify the product attributes that have higher returns for the business. [Received 9 October 2009; Revised 4 April 2010; Accepted 4 April 2010]

Keywords: customer satisfaction; importance-performance analysis; resource allocation; product attributes; product performance.

DOI: 10.1504/IJMR.2012.045246

International Journal of Manufacturing Research, 2012 Vol.7 No.1, pp.86 - 97

Published online: 22 Nov 2014 *

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