It provides indication that the customer is either satisfied or dissatisfied on the attributes of service consumed 23. As a result, the disparity between importance and performance can be established. A large archive of magazines from Photography true PDF, download and read. 12.2, each quadrant in IPA is divided by the importance of attribute from high to low (in vertical axis) and the performance of attribute from high to low (in horizontal axis). The central tendency of each attribute's importance and performance will be paired and used as coordinates for plotting respective attribute in twodimensional grid that has been divided into four quadrants as illustrated in Fig. Using the feedback gathered from the customers, central tendency of each (mean values) attribute is calculated and rank ordered from high to low categories. Therefore, the questions are developed to assess each attribute that surrounds the significance of the attribute and how well the deliverable of attribute is separated into two sections.Then, the questions were asked to the selected sample of customers to get their feedback.
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