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Importance-Performance Analysis based SWOT analysis
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2019 | International Journal of Information Management | Citations: 0
Authors: Phadermrod, Boonyarat; Crowder, Richard M.; Wills, Gary B.

Abstract: a b s t r a c t SWOT analysis, a commonly used tool for strategic planning, is ... Expand

Abstract: a b s t r a c t SWOT analysis, a commonly used tool for strategic planning, is traditionally a form of brainstorming. Hence, it has been criticised that it is likely to hold subjective views of the individuals who participate in a brainstorming session and that SWOT factors are not prioritized by their significance thus it may result in an improper strategic action. While most studies of SWOT analysis have only focused on solving these shortcomings separately, this study offers an approach to diminish both shortcomings by applying Importance-Performance Analysis (IPA) to identify SWOT based on customer satisfaction surveys which produces prioritized SWOT corresponding to the customers' perception. Through the use of IPA based SWOT analysis, it is expected that a organisation can efficiently formulate strategic planning as the SWOT factors that should be maintained or improved can be clearly identified based on customers' viewpoints. The application of the IPA based SWOT analysis was illustrated and evaluated through a case study of Higher Education Institutions in Thailand. The evaluation results showed that SWOT analysis of the case study accurately reflected the organisation's situations thereby demonstrating the validity of this study. Collapse

Semantic filters: customer satisfaction one sample t-test

Topics: SWOT analysis customer satisfaction strategic management brainstorming

Methods: survey case study parametric test one sample t-test statistical power analysis
Extending CRM in the Retail Industry: An RFID-Based Personal Shopping Assistant System
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2008 | Communications of the Association for Information Systems | Citations: 0
Authors: Ngai, E.W.T.; Moon, K.K.L.; Liu, James N.K.; Tsang, K.F.; Law, R.; Suk, F.F.C.; Wong, I.C.L.

Abstract: This paper describes the research and development of a radio frequency identifi ... Expand

Abstract: This paper describes the research and development of a radio frequency identification (RFID)-based personal shopping assistant (PSA) system for retail stores. RFID technology was employed as the key enabler to build a PSA system to optimize operational efficiency and deliver a superior customer shopping experience in retail stores. We show that an RFID-based PSA system can deliver significant results to improve the customer shopping experience and retail store operational efficiency, by increasing customer convenience, providing flexibility in service delivery, enhancing promotional campaign efficiency, and increasing product cross selling and upselling through a customer relationship management (CRM) system. In this study, an RFID value grid for retail stores is proposed that allows managers to use RFID technology in stores to add value to the shopping experience of their customers. Four propositions are presented as the research agenda for examining the ability of RFID technology to improve the operations management of retail stores. Collapse

Semantic filters: customer satisfaction one sample t-test

Topics: radio frequency identification customer relationship management system systems design business process management Java

Methods: design artifact qualitative interview survey personal interview scale validation

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Importance-Performance Analysis based SWOT analysis

Extending CRM in the Retail Industry: An RFID-Based Personal Shopping Assistant System