An Empirical Analysis on Industrial Organization Structure of Chinese Software Service Outsourcing

Abstract

Using importance-performance analysis (IPA), this paper examines the perceptions of patients and managers of health centres of several health care quality services attributes. IPA is an approach to the measurement of customer/user satisfaction which allows for a simple and functional identification of both the strong and the weak aspect, or improvement areas, of a given service, Taking both the importance assigned by users to all relevant aspects of a given service and the perceived performance of the establishment in providing the servicem the result is an IPA grid with four quadrants. To the best of our knowledge, this is the first time this metodology has been used to compare the perception of all the quality service attributes. Implications for researchers and health centre managers are discussed. The study ilustrates the usefulness of the IPA models as a managerial tool in identifying areas to which marketing resources should be allocated in order to imporve and enhance the quality of the health centre services provided.