Application of Importance-performance analysis (IPA) in prioritizing the needs of tourism parks stakeholders
The degree of fulfillment of stakeholder needs will greatly affect an organizational performance. Stakeholders are those people that have an interest or concern in an organization.In this case, the stakeholders of the organization are customers of a company that manages tourism parks. Knowing their...
| Main Authors: | , , , |
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| Format: | Conference or Workshop Item |
| Language: | English |
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2015
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| Online Access: | https://repo.uum.edu.my/id/eprint/23928/1/RC21.pdf |
| _version_ | 1825805014814162944 |
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| author | Razalli, Mohd Rizal Bahaudin, Ahmad Yusni Saad, Rohaizah Mohd Shafie, Shafini |
| author_facet | Razalli, Mohd Rizal Bahaudin, Ahmad Yusni Saad, Rohaizah Mohd Shafie, Shafini |
| author_sort | Razalli, Mohd Rizal |
| collection | UUM |
| description | The degree of fulfillment of stakeholder needs will greatly affect an organizational performance. Stakeholders are those people that have an interest or concern in an organization.In this case, the stakeholders of the organization are customers of a company that manages tourism parks. Knowing their needs are critical, while prioritizing their needs is even more important to an organization due to scarce available resources. A case study of a tourism park management was carried out to illustrate the importance of prioritizing stakeholders need. Firstly, the current case study attempts to identify the needs of the company’s stakeholders, and secondly will prioritize those needs based on their level of
importance.The SERVQUAL and Importance-Performance Analysis (IPA) tools were used for the analysis. Data was gathered through an online survey, which yielded 104 responses.The findings showed that the dimensions of SERVQUAL should be prioritized because of the availability of limited resource. Specifically, Assurance and Empathy were in the quadrant known as the “Keep Up the Good Work”. Responsiveness dimension was found to be in the
quadrant of “Concentrate Here” and Reliability was in the quadrant of “Possible Overkill”. Meanwhile the final dimension, Tangibility, was in the quadrant of “Low Priority”. Discussion of the findings is also elaborated in detail. |
| first_indexed | 2024-07-04T06:25:00Z |
| format | Conference or Workshop Item |
| id | uum-23928 |
| institution | Universiti Utara Malaysia |
| language | English |
| last_indexed | 2024-07-04T06:25:00Z |
| publishDate | 2015 |
| record_format | eprints |
| spelling | uum-239282018-04-15T04:25:08Z https://repo.uum.edu.my/id/eprint/23928/ Application of Importance-performance analysis (IPA) in prioritizing the needs of tourism parks stakeholders Razalli, Mohd Rizal Bahaudin, Ahmad Yusni Saad, Rohaizah Mohd Shafie, Shafini HD28 Management. Industrial Management The degree of fulfillment of stakeholder needs will greatly affect an organizational performance. Stakeholders are those people that have an interest or concern in an organization.In this case, the stakeholders of the organization are customers of a company that manages tourism parks. Knowing their needs are critical, while prioritizing their needs is even more important to an organization due to scarce available resources. A case study of a tourism park management was carried out to illustrate the importance of prioritizing stakeholders need. Firstly, the current case study attempts to identify the needs of the company’s stakeholders, and secondly will prioritize those needs based on their level of importance.The SERVQUAL and Importance-Performance Analysis (IPA) tools were used for the analysis. Data was gathered through an online survey, which yielded 104 responses.The findings showed that the dimensions of SERVQUAL should be prioritized because of the availability of limited resource. Specifically, Assurance and Empathy were in the quadrant known as the “Keep Up the Good Work”. Responsiveness dimension was found to be in the quadrant of “Concentrate Here” and Reliability was in the quadrant of “Possible Overkill”. Meanwhile the final dimension, Tangibility, was in the quadrant of “Low Priority”. Discussion of the findings is also elaborated in detail. 2015-10-06 Conference or Workshop Item PeerReviewed application/pdf en https://repo.uum.edu.my/id/eprint/23928/1/RC21.pdf Razalli, Mohd Rizal and Bahaudin, Ahmad Yusni and Saad, Rohaizah and Mohd Shafie, Shafini (2015) Application of Importance-performance analysis (IPA) in prioritizing the needs of tourism parks stakeholders. In: 2nd National Case Study Conference 2015, 6th- 8th October 2015, Kuching, Sarawak, Malaysia. |
| spellingShingle | HD28 Management. Industrial Management Razalli, Mohd Rizal Bahaudin, Ahmad Yusni Saad, Rohaizah Mohd Shafie, Shafini Application of Importance-performance analysis (IPA) in prioritizing the needs of tourism parks stakeholders |
| title | Application of Importance-performance analysis (IPA)
in prioritizing the needs of tourism parks stakeholders |
| title_full | Application of Importance-performance analysis (IPA)
in prioritizing the needs of tourism parks stakeholders |
| title_fullStr | Application of Importance-performance analysis (IPA)
in prioritizing the needs of tourism parks stakeholders |
| title_full_unstemmed | Application of Importance-performance analysis (IPA)
in prioritizing the needs of tourism parks stakeholders |
| title_short | Application of Importance-performance analysis (IPA)
in prioritizing the needs of tourism parks stakeholders |
| title_sort | application of importance performance analysis ipa in prioritizing the needs of tourism parks stakeholders |
| topic | HD28 Management. Industrial Management |
| url | https://repo.uum.edu.my/id/eprint/23928/1/RC21.pdf |
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