Importance-Performance Analysis Using the Profile Accumulation Technique

This study used the profile accumulation technique (PAT) of Johns and Lee-Ross to produce an importance-performance analysis for a professional association. Ninety PAT forms obtained from a random sample of association members were used to draw up a 22 item closed questionnaire, which was administered to a different, randomly selected sample. Means from the items on 388 returned questionnaires were used as the 'performance' data for the analysis. PAT scores obtained from the previous survey were employed as the 'importance' values, so that the resulting matrix used comparable data from two different sources, reducing methodological bias. The technique made it possible to investigate importance-performance relationships both overall among the 22 items and for different membership segments, within an item which showed significant differentiation between segments. The article also discusses the reliability and validity of the questionnaire and of the resulting data and implications of the study for further research.