C. Fornell, M. D. Johnson, E. W. Anderson, J. Cha, and B. E. Bryant, "The American customer satisfaction index: Nature, purpose and ?ndings," Journal of Marketing, vol. 60, pp. 7–18, 1996.
C. Hock, C. M. Ringle, and M. Sarstedt, "Management of multi-purpose stadiums: Importance and performance measurement of service interfaces," International Journal of Services Technology and Management, vol. 14, pp. 188-207, 2010.
L. Gronholdt, A. Martensen, and K. Kristensen, "The relationship between customer satisfaction and loyalty: Cross-industry differences," Total Quality Management, vol. 11, pp. 509-514, 2000.
N. Slack, "The importance-performance matrix as a determinant of improvement priority," International Journal of Operations & Production Management, vol. 14, pp. 59-75, 1994.
J. A. Martilla and J. C. James, "Importance-performance analysis," Journal of Marketing, vol. 41, 1977.
J. F. Hair, C. M. Ringle, and M. Sarstedt, "Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance," Long Range Planning, vol. 46, pp. 1-12, 2013.
Afthanorhan, "A comparison of partial least square structural equation modeling (PLS-SEM) and covariance based structural equation modeling (CB-SEM) for confirmatory factor analysis," International Journal Engineering and Science Innovative Technologies (IJESIT), vol. 2, p. 8, 2013.
J. Cohen, Statistical power analysis for the behavioral sciences, 2nd ed. Hillsdale, NJ: Erlbaum, 1988.
E. W. Anderson and V. Mittal, "Strengthening the satisfaction-profit chain," Journal of Service Research, vol. 3, pp. 107-120, 2000.
K. Matzler, E. Sauerwein, and K. Heischmidt, "Importance-performance analysis revisited: The role of the factor structure of customer satisfaction," The Service Industries Journal, vol. 23, pp. 112-129, 2003.
V. Mittal, W. T. Ross, and P. M. Baldasare, "The asymmetric impact of negative and positive attribute-level performance on overall satisfaction and repurchase intentions," Journal of Marketing, vol. 62, pp. 33-47, 1998.
E. E. Rigdon, C. M. Ringle, M. Sarstedt, and S. P. Gudergan, "Assessing heterogeneity in customer satisfaction studies: Across industry similarities and within industry differences," Advances in International Marketing, vol. 22, pp. 169-194, 2011.
No any video found for this article.
Sabri Ahmad , Wan Mohamad Asyraf Bin Wan Afthanorhan (2014). The Importance-Performance Matrix Analysis in Partial Least Square Structural Equation Modeling (PLS-SEM) With Smartpls 2.0 M3. International Journal of Mathematical Research, 3(1): 1-14. DOI:
The Important-Performance Matrix Analysis (IPMA) is widely used in analytical technique that yields prescription for the management of customer satisfaction. IPA is a two-dimensional grid based on importance and performance of customer satisfaction. Yet, this paper intend to use the volunteers as a research subject to identify to what extent the strength of the relationship between exogenous and endogenous variable that can be derived. As pedagogical theoretical and past empirical studies, attribute level of performance and importance is relevance and significant. These finding reveals the capabilities of IPA towards a volunteerism program. Using Partial Least Square Structural Equation Modeling with SmartPLS 2.0, the asymmetric relationship importance and performance is provided. Futhermore, it shown that benefits factor is a major importance and performance for establishing Motivation.