The application of importance-performance analysis (IPA) to the management of Icheon training center

Abstract

The purpose of study focuses on the development of service quality in Korea Paralympic Committee Icheon Training Center. This study provides the basic materials to help the development of sports for people with disability with more efficient and convenient operation of center in the future through the application of Importance-Performance Analysis to the management of .

In order to achieve this studys purpose, the valid 106 replies(87%) were collected after surveys were conducted inquiring the importance and performance level by selecting a study population of the national team athletes and coaches using the Icheon Training Center. The statistically significant level was set as α=.05, and by using SPSS 18.0, frequency analysis and construct validity were verified, and for factor analysis and reliability verification, Cronbach's α coefficient was calculated. And for the difference verification of IPA, paired sample t-test was conducted, and the result were as follows.

Quadrant 1 shows selected attributes of Icheon Training Center displaying high importance and low performances, five selected attributes(13%) - sound absorption equipment, insect and disease control, the role and service of guidance commissioners, quick resolution of inconvenience, different menu selections by each sports category – meaning that the performance is not on par with the importance that is recognized for these and thus needs better management and improvements as they should be prioritized so that they can move towards Quadrant 2 in the future.

Quadrant 2 displays the highest concentration of selected attributes with 20(53%) located in this quadrant. In particular, seven selected attributes – clean lodging, the professional knowledge of physical therapists, atmosphere and sanitation of cafeteria, the professional knowledge of athletic trainers, accessible facilities of person with disability for lodging and amenities, taste and quality of food, service of sports medical center – displayed performance scores exceeding 4.5, and thus showed the highest performance.

Quadrant 3 includes ten selected attributes(26%) – education on nutrition management, assignment of female guidance commissioners, shuttle bus for entering and exiting the training center, weekend shuttle buses, leisure facilities, human rights counseling for athletes, dispatch cycle of counselors (twice a week), location of counseling offices, English education, concerts for leisure – are located in this quadrant, where the importance and performance are the lowest compared to other selected attributes.

Lastly, the permanent staff at the information desk, recycling and smoking areas, night-time operation of sports scientific center are attributes located in Quadrant 4, indicating that performance is high, while the importance level is low.