Research Journal of Economics & Business Studies - RJEBS - The ...

The service quality attributes are then mapped on to the performance control matrix. The attributes that
fall into the bottom right zone i.e. zone A, or the insufficient resource zone, have greater importance
than satisfaction; more resources must be invested in these items to improve satisfaction. Attributes
that fall into upper left zone ie zone B or the misspent resource zone, have less importance than
satisfaction; the investment of resources in these attributes should be decreased to prevent waste.
Service providers should seek to improve only those attributes that are located outside the control
limits. To map the attributes on to the performance control matrix, the performance control matrix
index (PCMI) is defined as
P S-I = P S – P I (6)
In which
P S-I = performance control matrix index
P S = index of Satisfaction,
P I = index of importance
If PCMI has a positive value, this indicates that importance is less than satisfaction and fewer
resources should be invested to prevent waste. If PCMI has a negative value, this indicates that
importance is greater than satisfaction and more resources should be invested to improve satisfaction.
Keeping the target value as zero, the performance matrix limits should defined appropriately,
according to the resources. The closer the limits, the greater the number of attributes falling outside the
performance limits. Since 99.73 percent of the observations fall within ± 3 standard deviations, PUCL
and PLCL are defined as;
UCL = T + 3 σ
PCCL = T = 0
PLCL = T - 3σ (7)
PUCL = 0.10587
J=2
1
Zone B
Resources
misspend zone
Maintain
Appropriate Performance
Control Zone (APCZ)
PCCL
Satisfaction (P s )
0.5
PLCL = - 0.10587
J=1
Maintain
Zone A
(Resources
Insufficient zone)
0 i =1
0.5 i =2 1
Importance (P I )
Figure 3 Performance- Control zone of performance matrix
www.theinternationaljournal.org > RJEBS: Volume: 02, Number: 08, June-2013 Page 102