Linking Importance–Performance Analysis, Satisfaction, and Loyalty: A Study of Savannah, GA
Abstract
:1. Introduction
2. Literature Review
2.1. Importance–Performance Analysis
2.2. Importance, Performance, and Satisfaction
2.3. Satisfaction and Loyalty
3. Methods
3.1. Study Area
3.2. Data Collection
3.3. Measurement
3.4. Data Analysis
4. Results
4.1. Sample Characteristics
4.2. Gap Analysis
4.3. Importance–Performance Analysis
4.4. Factor Analysis
4.5. Importance–Performance Quadrants and Structural Equation Modeling
5. Discussion
6. Conclusions
Acknowledgments
Author Contributions
Conflicts of Interest
References
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Item | Mean | Gap (P − I) | t | p | ||
---|---|---|---|---|---|---|
P | I | S | ||||
1. Beauty of public squares | 6.09 | 5.98 | 6.13 | 0.11 | 2.75 | 0.006 |
2. Beauty of tree-lined streets/boulevards | 6.11 | 6.01 | 6.18 | 0.11 | 2.63 | 0.009 |
3. Beauty of trees in neighborhoods | 6.00 | 5.79 | 6.10 | 0.21 | 4.61 | 0.000 |
4. Beauty of gardens and parks | 6.13 | 6.11 | 6.16 | 0.02 | 0.39 | 0.699 |
5. Wide selection of restaurants/bars | 5.80 | 5.43 | 5.82 | 0.37 | 5.65 | 0.000 |
6. Street cleanliness | 5.38 | 6.02 | 5.39 | −0.64 | −11.24 | 0.000 |
7. Peaceful/restful atmosphere | 5.65 | 5.95 | 5.82 | −0.30 | −5.58 | 0.000 |
8. Personal safety and security | 5.62 | 6.31 | 5.59 | −0.70 | −12.48 | 0.000 |
9. Friendliness of local people | 5.83 | 5.91 | 5.80 | −0.09 | −1.57 | 0.116 |
10. Wide variety of shops | 5.67 | 5.26 | 5.63 | 0.41 | 6.89 | 0.000 |
11. Wide choice of accommodation | 5.61 | 5.34 | 5.66 | 0.27 | 5.16 | 0.000 |
12. Interesting cultural attractions | 5.82 | 5.71 | 5.80 | 0.11 | 2.30 | 0.022 |
13. Interesting historical attractions | 6.25 | 6.10 | 6.20 | 0.15 | 3.93 | 0.000 |
14. Attractive architecture/buildings | 6.28 | 6.02 | 6.27 | 0.26 | 5.74 | 0.000 |
15. Reasonable price for food/accommodation | 5.19 | 5.65 | 5.19 | −0.47 | −7.96 | 0.000 |
16. Reasonable price for attractions/activities | 5.23 | 5.62 | 5.21 | −0.39 | −6.79 | 0.000 |
17. Helpfulness of information/welcome centers | 5.65 | 5.63 | 5.56 | 0.01 | 0.14 | 0.890 |
18. Parking availability | 4.14 | 5.47 | 4.25 | −1.36 | −15.04 | 0.000 |
19. Quality of food | 5.36 | 5.89 | 5.61 | −0.53 | −10.79 | 0.000 |
20. Wide variety of cuisine | 5.53 | 5.47 | 5.55 | 0.05 | 1.03 | 0.305 |
21. Service in restaurants | 5.36 | 5.76 | 5.54 | −0.42 | −8.11 | 0.000 |
22. Reasonable price of meals | 4.94 | 5.60 | 5.05 | −0.66 | −11.23 | 0.000 |
23. Good night-life/entertainment | 5.24 | 4.83 | 5.22 | 0.28 | 4.68 | 0.000 |
Average | 5.60 | 5.73 | 5.64 6.04 * |
Code | Factor (Proportion): Scale Name and Items | M | SD | Unrotated Factor |
---|---|---|---|---|
1 | ||||
Factor 1: Loyalty | 6.33 | 0.93 | ||
L1 | Savannah is a place worthy of visiting again | 6.36 | 1.00 | 0.931 |
L2 | I will revisit the city for pleasure trips | 6.18 | 1.20 | 0.863 |
L3 | I will recommend Savannah to family or friends | 6.37 | 0.96 | 0.952 |
L4 | I will say positive things to other people | 6.39 | 0.95 | 0.933 |
L5 | I will recommend to those who want advice | 6.36 | 0.94 | 0.947 |
Eigenvalues | 4.28 | |||
% of variance | 85.69 | |||
Cumulative % | 85.69 | |||
Standardized Cronbach’s a | 0.95 |
Code | Factor (Proportion): Scale Name and Items | M | SD | Rotated (varimax) Factors | ||
---|---|---|---|---|---|---|
1 | 2 | 3 | ||||
Factor 1: Green space | 1.15 | 0.84 | ||||
IP1 | Beauty of public squares | 0.11 | 1.02 | 0.822 | 0.047 | 0.018 |
IP2 | Beauty of tree-lined streets/boulevards | 0.10 | 0.98 | 0.866 | 0.107 | 0.031 |
IP3 | Beauty of trees in neighborhoods | 0.20 | 1.11 | 0.781 | 0.151 | 0.061 |
IP4 | Beauty of gardens and parks | 0.01 | 0.94 | 0.770 | 0.171 | 0.173 |
Factor 2: Safety | −0.49 | 1.13 | ||||
IP7 | Peaceful/restful atmosphere | −0.33 | 1.32 | 0.075 | 0.769 | 0.057 |
IP8 | Personal safety and security | −0.71 | 1.36 | 0.089 | 0.822 | −0.064 |
Factor 3: Heritage | 0.20 | 0.83 | ||||
IP13 | Interesting historical attractions | 0.15 | 0.96 | 0.013 | 0.067 | 0.828 |
IP14 | Attractive architecture/buildings | 0.26 | 1.05 | 0.130 | 0.021 | 0.784 |
Eigenvalues | 3.08 | 1.29 | 1.23 | |||
% of variance | 34.25 | 14.29 | 13.63 | |||
Cumulative % | 48.55 | 62.18 | ||||
Standardized Cronbach’s a | 0.84 | 0.53 | 0.51 |
Code | Factor (Proportion): Scale Name and Items | M | SD | Rotated (Varimax) Factors | |
---|---|---|---|---|---|
Factor 1 | Factor 2 | ||||
Factor 1: Price | −0.72 | 1.23 | |||
IP15 | Reasonable price for food/accommodation | −0.47 | 1.43 | 0.867 | −0.199 |
IP16 | Reasonable price for attractions/activities | −0.39 | 1.39 | 0.826 | −0.188 |
IP18 | Parking availability | −1.35 | 2.17 | 0.542 | −0.074 |
IP22 | Reasonable price of meals | −0.66 | 1.44 | 0.843 | 0.009 |
Factor 2: Night-life | 0.18 | 1.08 | |||
IP20 | Wide variety of cuisine | 0.05 | 1.26 | 0.236 | 0.791 |
IP23 | Good night-life/entertainment | 0.30 | 1.35 | 0.216 | 0.798 |
Eigenvalues | 2.54 | 1.33 | |||
% of variance | 42.35 | 22.40 | |||
Cumulative % | 64.75 | ||||
Standardized Cronbach’s a | 0.75 | 0.54 |
Code | Factor (Proportion): Scale Name and Items | M | SD | Unrotated Factor |
---|---|---|---|---|
1 | ||||
Factor 1: | −0.53 | 0.97 | ||
IP6 | Street cleanliness | −0.66 | 1.41 | 0.611 |
IP19 | Quality of food | −0.52 | 1.19 | 0.818 |
IP21 | Service in restaurants | −0.41 | 1.26 | 0.816 |
Eigenvalues | 1.71 | |||
% of variance | 56.94 | |||
Cumulative % | 56.94 | |||
Standardized Cronbach’s a | 0.60 |
Code | Factor (Proportion): Scale Name and Items | M | SD | Unrotated Factor |
---|---|---|---|---|
1 | ||||
Factor 1: Variety | 0.27 | 0.93 | ||
IP5 | Wide selection of restaurants/bars | 0.34 | 1.62 | 0.477 |
IP10 | Wide variety of shops | 0.40 | 1.47 | 0.766 |
IP11 | Wide choice of accommodation | 026 | 1.26 | 0.777 |
IP12 | Interesting cultural attractions | 0.09 | 1.17 | 0.608 |
Eigenvalues | 1.98 | |||
% of variance | 39.71 | |||
Cumulative % | 39.71 | |||
Standardized Cronbach’s a | 0.59 |
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Share and Cite
Deng, J.; Pierskalla, C.D. Linking Importance–Performance Analysis, Satisfaction, and Loyalty: A Study of Savannah, GA. Sustainability 2018, 10, 704. https://doi.org/10.3390/su10030704
Deng J, Pierskalla CD. Linking Importance–Performance Analysis, Satisfaction, and Loyalty: A Study of Savannah, GA. Sustainability. 2018; 10(3):704. https://doi.org/10.3390/su10030704
Chicago/Turabian StyleDeng, Jinyang, and Chad D. Pierskalla. 2018. "Linking Importance–Performance Analysis, Satisfaction, and Loyalty: A Study of Savannah, GA" Sustainability 10, no. 3: 704. https://doi.org/10.3390/su10030704