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This study compares the applicability of the zone of tolerance and importance-performance analysis (IPA) techniques in the evaluation of convention delegates’ perceptions of products and services. Overall, 217 cases out of 400 were used for analysis, a response rate of 54 percent. The study results indicate that although an IPA technique is still useful in assessing the service performance of a convention facility, IPA should be employed with caution, concrete criteria, and clear goals. The study results also show that the zone of tolerance is practically applicable into business practice to assess service performance item by item.

This study compares the applicability of the zone of tolerance (ZOT) and importance performance analysis (IPA) techniques in the evaluation of convention delegates’ perceptions of products and services. Overall, 217 out of 400 were used for analysis, providing a response rate of 54%. The study results indicated that although an IPA technique is still useful in assessing the service performance of a convention facility, IPA should be employed with caution, concrete criteria, and clear goals. The study results also showed that the ZOT is practically applicable into business practice to assess service performance item by item.

Purpose – Revisiting Fornell et al.'s (1996) seminal study, this chapter looks at the evidence for observed and unobserved heterogeneity within data underlying the American customer satisfaction index (ACSI) model. Examining data for two specific industries (utilities and hotels) reveals only modest differences. However, we suppose that unobserved heterogeneity critically affects the results. These insights provide the basis for shaping further differentiated ACSI model analyses and more precise interpretations.

Methodology/approach – This study applies the partial least squares (PLS) path modeling method and uses empirical data to estimate and compare the ACSI model results on the aggregate and industry-specific data levels. In addition, the finite mixture PLS path modeling (FIMIX-PLS) method is employed to further examine across industry similarities and within industry differences.

Findings – This research uncovers unobserved heterogeneity that guides forming three segments of customers within each industry. The major segment in each industry represents customers that are fairly loyal (i.e., neither disloyal nor extremely loyal) while the other two smaller segments are not as similar across the two industries. Our study identifies substantial differences across these segments within each industry. An importance-performance map analysis illustrates these differences and provides the basis for managerial implications.

Originality/value of the chapter – The unobserved heterogeneity revealed within industries in a given country (i.e., the United States of America) underlines the need to be open to differences within populations, beyond the observed heterogeneity across distinct groups or cultures, and the need to reconsider reporting requirements in academic research.

More than ever before, public transit must compete in the transport market. This competition is, on the one hand, against steadily increasing car traffic; and on the other hand, between public transit operators. This, in turn, leads to new demands regarding the type, content and quality of data needed for planning and management. Frequently, traditional travel behaviour surveys do not provide sufficiently accurate and detailed information about public transit demand. To plan public transit, frequently a precise description of all trip stages, including the first and the last mile, is necessary. To achieve this, an adaptation of the traditional survey methods is necessary. In many countries, public transit associations have been established to integrate services offered by individual public transit operators with the help of through-ticketing and a coordination of lines and timetables into what looks, to the user, like a single system. To distribute revenue among the operators involved, detailed surveys of passengers are needed. Measuring the quality of public transit service and surveying customer satisfaction are new tasks. Such data are the basis for quality assurance and are essential for gaining and keeping customers of the public transit system. New technologies such as the Global Positioning System, automated passenger counts and Smart Card Payment Systems offer new possibilities to collect data more efficiently and cost-effectively. This article covers essential aspects of surveys and the collection of data that are crucial for the planning and management of public transit; it points to state-of-the-art methods and offers potential solutions.

This research takes Taijiang National Park (TNP) tourists as the study population while gathering the survey data via an online questionnaire. For the data analyses, it uses the importance–performance analysis (IPA) and the Kano two-dimensional quality model to evaluate the tourist satisfaction of TNP. Specifically, it considers the importance of service quality, classifies its service quality attributes, and suggests the priority for service improvement, rendering the TNP valuable reference points to realign service strategies. The study shows that the service quality attributes related to service personnel are the priority item to be improved, which could eventually enhance tourist satisfaction. In addition, brand differentiation could be achieved by improving the attractive quality items identified in this study to enhance tourist loyalty.

A special event requiring little capital for development is regarded as a unique type of attractions. Art festival is a popular form among all special events, famous example including Edinburgh Festival in England. However, the literature on the measurement of successful factors of art festivals is limited. This study uses Chiayi International Band Festival for a case study to evaluate performance factors of art festivals. The performance attributes are developed based on Kotler's Three Levels of Product framework. Importance–Performance Analysis (IPA) is used to evaluate the performance attributes perceived by the visitors. Further, a SWOT analysis is deployed to provide managerial strategies and implications.

Importance-performance analysis (IPA) remains one of the lesser used quantitative techniques to analyze cultural differences in image perceptions. Therefore, this chapter analyzes differences in international visitors' image perceptions for the island of Mauritius in its key generating markets. Using the mixed method, the study identifies image attributes in a qualitative phase initially, followed by the administration of a survey instrument to a quota sample of 1,000 visitors, resulting in 705 useable questionnaires. IPA reveals the existence of significant differences between importance and performance scores on image for the whole sample as well as significant differences by nationality sub-groups. For example, Germans on average have the lowest importance scores, whereas Indians have the highest in comparison with other nationalities. For each market, the study also identifies the influence of fluency levels in main languages spoken on importance and performance scores. Using IPA, the gaps in scores reflect degrees of product customization and re-positioning that is needed for the different markets of Mauritius. Similarities in scores across nationalities suggest the universal importance of some image attributes in destination selection. The chapter contributes to the dearth of literature on cultural differences in image perceptions for island destinations.