Service attribute importance and strategic planning: An empirical study

Abstract

There is growing evidence that attribute importance is a function of attribute performance. Several studies reported that service quality attributes fall into three categories: basic, performance, and excitement. Thus, the identification of attribute importance is significantly important as a key to customer satisfaction evaluation and other behavioural intentions. According to customer behaviour literature, attribute importance can be measured in two ways: (1) self-stated importance, and (2) statistically inferred importance. The article evaluates two methods according to their impact on overall customer satisfaction measurement and, managerial implementation. A case study is conducted on the telecommunication industry for analysis.