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Design of online survey system with an advanced IPA discrimination index for customer satisfaction assessment

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Abstract

In recent years, Internet technology has become an increasingly popular method for collecting user feedback and assessing customer satisfaction via web-based survey systems. Based on the web-based online system, data or information can be collected immediately. To analyze customer satisfaction, Importance-Performance Analysis (IPA) and Parasuraman, Zeithaml & Berry (PZB) are just some of the enhanced analysis tools that measure user satisfaction. In this paper, we are introducing a novel web-based user feedback survey system with a proposed new IPA index. To identify customer satisfaction, the new IPA model can reveal a more accurate quantity comparison and find potentially helpful information for customer satisfaction. The PZB model of service quality is a tool that companies can use to identify expectations and perceptions about business or commerce behavior and communication. However, there is no in depth research that discusses the performance of inter-IPA results or PZB dimensions. The performance results have demonstrated that our proposed model with an advanced IPA discrimination index can judge and identify inter-survey results more accurately for customer satisfaction assessment.

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Acknowledgments

This work was supported in part by the National Science Council, Taiwan, under grant NSC 99-2221-E-164-006 and NSC 100-2511-S-468-001.

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Authors and Affiliations

  1. Department of Biomedical Informatics, Asia University, Taichung, 41354, Taiwan

    Hsiang-Chuan Liu

  2. Graduate Institute of Acupuncture Science, China Medical University, Taichung, 40402, Taiwan

    Hsiang-Chuan Liu

  3. Graduate Institute of Educational Measurement and Statistics, National Taichung University, Taichung, 40306, Taiwan

    Bai-Cheng Jeng

  4. Department of Sport Management, National Taiwan University of Sport, No. 16, Section 1, Shuang-Shih Road, Taichung, 40404, Taiwan, ROC

    Yi-Ting Mai

  5. Department of Education, National Taichung University, Taichung, 40306, Taiwan

    Yu-Du Jheng

  6. Hyweb Technology Co., Hsinchu, 30069, Taiwan

    Hao-Tung Lin

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  1. Hsiang-Chuan Liu
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Correspondence to Yi-Ting Mai.

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Hsiang-Chuan Liu, Yi-Ting Mai, and Yu-Du Jheng have contributed equally to this work.

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Liu, HC., Jeng, BC., Mai, YT. et al. Design of online survey system with an advanced IPA discrimination index for customer satisfaction assessment. Electron Commer Res 14, 223–243 (2014). https://doi.org/10.1007/s10660-014-9141-8

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