Design of online survey system with an advanced IPA discrimination index for customer satisfaction assessment
In recent years, Internet technology has become an increasingly popular method for collecting user feedback and assessing customer satisfaction via web-based survey systems. Based on the web-based online system, data or information can be collected immediately. To analyze customer satisfaction, Importance-Performance Analysis (IPA) and Parasuraman, Zeithaml & Berry (PZB) are just some of the enhanced analysis tools that measure user satisfaction. In this paper, we are introducing a novel web-based user feedback survey system with a proposed new IPA index. To identify customer satisfaction, the new IPA model can reveal a more accurate quantity comparison and find potentially helpful information for customer satisfaction. The PZB model of service quality is a tool that companies can use to identify expectations and perceptions about business or commerce behavior and communication. However, there is no in depth research that discusses the performance of inter-IPA results or PZB dimensions. The performance results have demonstrated that our proposed model with an advanced IPA discrimination index can judge and identify inter-survey results more accurately for customer satisfaction assessment.
ipa pzb user satisfaction web survey ipa-index