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Importance-Performance Analysis and the Measurement of Service Quality

Article  in  European Journal of Marketing · March 1993

DOI: 10.1108/03090569310026402

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 European Journal of Marketing
Importance-Performance Analysis and the Measurement of Service Quality
Christine T. Ennew Geoffrey V. Reed Martin R. Binks
Article information:
To cite this document:
Christine T. Ennew Geoffrey V. Reed Martin R. Binks, (1993),"Importance-Performance Analysis and the Measurement of
Service Quality", European Journal of Marketing, Vol. 27 Iss 2 pp. 59 - 70
Permanent link to this document:
http://dx.doi.org/10.1108/03090569310026402
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Users who downloaded this article also downloaded:
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Christian Grönroos, (1984),"A Service Quality Model and its Marketing Implications", European Journal of Marketing, Vol. 18
Iss 4 pp. 36-44 http://dx.doi.org/10.1108/EUM0000000004784
Martin A. O’Neill, Adrian Palmer, (2004),"Importance-performance analysis: a useful tool for directing continuous
quality improvement in higher education", Quality Assurance in Education, Vol. 12 Iss 1 pp. 39-52 http://
dx.doi.org/10.1108/09684880410517423
John B. Ford, Mathew Joseph, Beatriz Joseph, (1999),"Importance-performance analysis as a strategic tool for service
marketers: the case of service quality perceptions of business students in New Zealand and the USA", Journal of Services
Marketing, Vol. 13 Iss 2 pp. 171-186 http://dx.doi.org/10.1108/08876049910266068

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