... patients were selected. Data were collected using an importance-performance analysis (IPA) questionnaire, which measures current performance and determines each item’s importance from the patients’ perspectives. These data indicate overall satisfaction and appropriate practical strategies for managers...

... satisfaction Service quality Importance performance analysis Patients Action grids The IPA quadrants can be compared with Kano Model attributes (Kano et al., 1984), which classifies service attributes into four types: (1) Basic factors or dissatisfiers are service attributes, which...