Abstract

Yu-Chen Lee and Yi-Fang Hsieh*

Importance performance analysis (IPA) can help managers identify improvement strategies. However, taking subjective self statement as a measurement cannot reveal the actual importance of service attributes, especially when performance of competitors is not factored. A revised simultaneous importance performance analysis (SIPA) was used in this research and the implicit importance of service attributes with multiple regression analysis to ascertain the competitive differences between their operation and competitors. However, an SIPA is not sufficient to provide adequate information for decision making as services attributes are causal and interrelated. Thus, a decision making trial and evaluation laboratory (DEMATEL) is employed to assay the causation and the influence across service attributes for locating key factors. The mobile telecommunication industry in Taiwan was conducted with the adoption of a revised SIPA model and a DEMATEL.