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Sustainability 2018, 10(3), 704; https://doi.org/10.3390/su10030704

Linking Importance–Performance Analysis, Satisfaction, and Loyalty: A Study of Savannah, GA

Recreation, Parks, & Tourism Resources Program, School of Natural Resources, West Virginia University, Morgantown, WV 26506, USA
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Received: 13 February 2018 / Revised: 24 February 2018 / Accepted: 1 March 2018 / Published: 5 March 2018
(This article belongs to the Special Issue Sustainable Urban Tourism)
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Abstract

Importance–performance analysis (IPA) has been widely used to examine the relationship between importance, performance, and overall satisfaction in tourism destinations. IPA implicitly assumes that attribute performance will have little impact on overall satisfaction when stated importance is low. However, this assumption is rarely tested. This study, for the first time, tested this assumption by including attributes in each IPA quadrant into a second-order structural equation model. Results indicate that attributes with lower ratings of importance in the “low priority” and “potential overkill” quadrants do not contribute to overall satisfaction, regardless of performance, while the opposite is true for attributes in the “keep up the good work” quadrant with higher ratings of importance and performance, thus confirming the validity of this assumption. This novel approach allowed us to take a fresh look at an old debate, and the results suggest stated importance may be more useful than previously thought. Theoretical, methodological, and managerial implications are discussed. View Full-Text
Keywords: importance-performance analysis; SEM; second-order factor; urban tourism; green space importance-performance analysis; SEM; second-order factor; urban tourism; green space
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Deng, J.; Pierskalla, C.D. Linking Importance–Performance Analysis, Satisfaction, and Loyalty: A Study of Savannah, GA. Sustainability 2018, 10, 704.

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