Use of the importance-performance analysis method in customer satisfaction surveys for entertainment services – case study

The aim of this work is to assess the possibility of using the IPA method to examine the quality of entertainment services. The increasingly popular children’s playrooms are chosen as the service. A survey was conducted among parents visiting playrooms with their children, which included, in addition to a short description, a Question regarding the assessment of 12 attributes that may affect the level of satisfaction with the selected service. Respondents were asked to rate these attributes on a scale from 1 to 5 in terms of two criteria. The first one is the importance of a given attribute; the second criterion concerns the assessment of the degree of performance of a given attribute. These activities made it possible to divide the attributes into a matrix, which distinguishes important and well-rated attributes, important but worse-rated attributes, less important and poorly rated attributes, and less important and well-rated attributes. Thanks to the IPA method, information is obtained about what is important to the respondents within entertainment facilities such as children’s playrooms and to what extent it meets their expectations, and the matrix form enables the identification of those attributes that require improvement. The obtained results may be useful in improving such facilities and enhancing their safety.