Application of Importance and Performance Matrix to Assess the Quality of Services Provided by Business Incubators
DOI:
10.14211/regepe.v7i3.704Palabras clave:
Business Incubators, Quality of Services, Importance and Performance MatrixResumen
The purpose of this article is to demonstrate the use of importance and performance matrix in assessing the quality of services provided by incubators. It is a descriptive research and it uses a qualitative approach. The research design is a case study, based on interviews with four entrepreneurs from the same incubator. It also uses a documental analysis from the public notice selection of the incubates used by this incubator. The dimensions of the services provided by incubators (infrastructure, professional services and network) and the attributes of these dimensions were selected based on previous studies. These attributes were used in the construction of the interview script and results analysis, aided by qualitative data analysis software for researchers, called NVivo® from QSR International Pty Ltd. The coding was developed based on 146 citations from interviews. High importance was attached to the infrastructure, which was evaluated as excellent. The professional services have received less importance, but they need to be improved. Despite the importance attached to the network, no robust actions were reported by the incubator. The analysis of clusters (or groupings) resulted in a group with hardware companies and another with software companies, resulting in two importance and performance matrixes being built. These matrices suggest the improvement of incubator performance in promotional activities to internal and external network. For hardware developers, access to laboratories is added. The study contributes to investigate the quality of services offered by incubators, especially when using importance and performance matrix.
Descargas
Citas
Abalo, J., Varela, J., & Manzano, V. (2007). Importance values for Importance–Performance Analysis: A formula for spreading out values derived from preference rankings. Journal of Business Research, v. 60(2), pp. 115-121. DOI: https://doi.org/10.1016/j.jbusres.2006.10.009
Abduh, M., D'Souza, C., Quazi, A., & Burley, H. T. (2007). Investigating and classifying clients' satisfaction with business incubator services. Managing Service Quality: An International Journal, v. 17(1), pp. 74-91. DOI: https://doi.org/10.1108/09604520710720683
ANPROTEC. Associação Nacional de Entidades Promotoras de Empreendimentos Inovadores. (2015). Panorama Nacional, 2015.
Aranha, J. A. S. (2002). Modelo de gestão para incubadoras de empresas: implementação do modelo. Rede de Incubadoras do Rio de Janeiro.
Associação Nacional de Entidades Promotoras de Empreendimentos Inovadores; Serviço Brasileiro de Apoio às Micro e Pequenas Empresas. (2014). Centro de Referência para Apoio a Novos Empreendimentos. 3. ed. Brasília: Florianópolis.
Azzopardi, E., & Nash, R. (2013). A critical evaluation of importance–performance analysis. Tourism Management, v. 35, pp. 222-233. DOI: https://doi.org/10.1016/j.tourman.2012.07.007
Bacon, D. R. (2003). A comparison of approaches to importance-performance analysis. International Journal of Market Research, v. 45(1), pp. 55-73. DOI: https://doi.org/10.1177/147078530304500101
Barbosa, L. G., & Hoffmann, V. E. (2013). Incubadora de empresas de base tecnológica: percepção dos empresários quanto aos apoios recebidos. RAI Revista de Administração e Inovação, v. 10(3), pp. 206-229. DOI: https://doi.org/10.5773/rai.v10i3.973
Bardin, L. (2011). Análise de conteúdo. São Paulo: Edições 70, 229 p.
Barrow, C. (2001). Incubators: a realist's guide to the world's new business accelerators. Wiley.
Bauer, M. W., & Gaskell, G. (Eds.). (2000). Qualitative researching with text, image and sound: A practical handbook for social research. Sage. DOI: https://doi.org/10.4135/9781849209731
Bizzotto, C. E. N. (2003). The incubation process. Gene Institute–Fundação Universidade Regional de Blumenau, Santa Catarina. IDISC-InfoDev Incubator Support Center, September.
Chandra, A., Chao, C-A., & Astolpho, E. C. (2014). Business incubators in Brazil: does affiliation matter?, Int. J. Entrepreneurship and Small Business, v. 23(4), pp. 436-455. DOI: https://doi.org/10.1504/IJESB.2014.065678
Chandra, A., Chao, C-A., & Ryans, J. K., Jr. (2011). Business incubator affiliation: impact on incubator funding and services, Int. J. Innovation and Regional Development, v. 3(6), pp. 551-572. DOI: https://doi.org/10.1504/IJIRD.2011.043461
Cone, J. D., & Foster, S. L. (2006). Dissertations and theses from start to finish: Psychology and related fields. American Psychological Association.
Cronin Jr, J. J., & Taylor, S. A. (1992). Measuring service quality: a reexamination and extension. The journal of marketing, pp. 55-68. DOI: https://doi.org/10.1177/002224299205600304
De Almeida, C., Barche, C. K., & Segatto, A. P. (2014). Análise da implantação da metodologia CERNE: estudo de caso em duas incubadoras nucleadoras do paraná. REGEPE-Revista de Empreendedorismo e Gestão de Pequenas Empresas, v. 3(3), pp. 194-210. DOI: https://doi.org/10.14211/regepe.v3i3.90
Dos Santos, V., Beuren, I. M., & Conte, A. (2017). Uso de instrumentos do sistema de controle gerencial em Empresas Incubadas. Contabilidade Vista & Revista, v. 28(3), pp. 103-132.
Engelman, R., Fracasso, E. M., & Sittoni Brasil, V. (2011). A qualidade percebida nos serviços de incubação de empresas. REAd-Revista Eletrônica de Administração, v. 17(3). DOI: https://doi.org/10.1590/S1413-23112011000300009
Flick, U. (2009) Introdução à Pesquisa Qualitativa. Tradução Costa, JE. 3. ed. Porto Alegre: Artmed.
Fontana, A., & Frey, J. (1994). The art of science. The handbook of qualitative research, pp. 361-376.
Gerlach, S., & Brem, A. (2015). What determines a successful business incubator? Introduction to an incubator guide. International Journal of Entrepreneurial Venturing, v. 7(3), pp. 286-307. DOI: https://doi.org/10.1504/IJEV.2015.071486
Gibbs, G. (2009). Análise de dados qualitativos: coleção pesquisa qualitativa. Bookman Editora.
Gibson, J. J. (1964). The senses considered as perceptual systems. Praeger. Cornell University.
Gimenez, F., Ferreira, J. M., & Ramos, S. C. (2010). Empreendedorismo e Estratégia de Empresas de Pequeno Porte–3Es2Ps. Curitiba: Champagnat-Editora PUC PR.
Gomes, A. V., Maia, D. L., & Nunes, I. D. (2016). Formação de profissionais para informática na educação: o bacharelado em tecnologia da informação (BTI) da UFRN.
Grönroos, Christian (1982). Strategic Managment and Marketing in the Service Sector, Helsingfors: Swedish School of Economics and Business Administration.
Hackett, S. M., & Dilts, D. M. (2004). A systematic review of business incubation research. The Journal of Technology Transfer, v. 29(1), pp. 55-82. DOI: https://doi.org/10.1023/B:JOTT.0000011181.11952.0f
Iacono, A., Silva de Almeida, C. A., & Seido Nagano, M. (2011). Interação e cooperação de empresas incubadas de base tecnológica: uma análise diante do novo paradigma de inovação. Revista de Administração Pública-RAP, v. 45(5). DOI: https://doi.org/10.1590/S0034-76122011000500011
Joseph, M., Sekhon, Y., Stone, G., & Tinson, J. (2005). An exploratory study on the use of banking technology in the UK: A ranking of importance of selected technology on consumer perception of service delivery performance. International Journal of Bank Marketing, v. 23(5), pp. 397-413. DOI: https://doi.org/10.1108/02652320510612474
Marimuthu, M., & Lakha, P. A. (2015). The importance and effectiveness of assistance programs in a business incubator. Problems and Perspectives in Management, v. 13(3), pp. 79-86.
Martilla, J. A., & James, J. C. (1977). Importance-performance analysis. The journal of marketing, pp. 77-79. DOI: https://doi.org/10.1177/002224297704100112
Medeiros, J. A. (1998). Incubadoras de empresas: lecciones de la experiencia internacional. Centro Interamericano de Investigación y Documentación sobre Formación Professional (Montevideo).
Motta, E., & Imoniana, J. O. (2005). Proposição de sistema de gestão e monitoramento do desempenho para empresas incubadas de base tecnológica. Revista Eletrônica de Gestão de Negócios, v. 1(1), pp. 60-82.
Parasuraman, A; Zeithaml, V. A.; Berry, L. L. (1988). SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of retailing, v. 64(1), pp. 12-40.
Patton, D., Warren, L., & Bream, D. (2009). Elements that underpin high-tech business incubation processes. The Journal of Technology Transfer, v. 34(6), pp. 621-636. DOI: https://doi.org/10.1007/s10961-009-9105-7
Prajogo, D. I., & McDermott, P. (2011). Examining competitive priorities and competitive advantage in service organisations using Importance-Performance Analysis matrix. Managing Service Quality: An International Journal, v. 21(5), pp. 465-483. DOI: https://doi.org/10.1108/09604521111159780
Ramirez-Hurtado, J. M. (2017). The Use of Importance-Performance Analysis to Measure The Satisfaction of Travel Agency Franchisees. Revista de Administração de Empresas, v. 57(1), pp. 51-64. DOI: https://doi.org/10.1590/s0034-759020170105
Ratinho, T., Harms, R., & Groen, A. (2013). Business incubators:(How) do they help their tenants?. In: New Technology-Based Firms in the New Millennium (pp. 161-182). Emerald Group Publishing Limited. DOI: https://doi.org/10.1108/S1876-0228(2013)0000010011
Raupp, F. M., & Beuren, I. M. (2011). Perfil do suporte oferecido pelas incubadoras brasileiras às empresas incubadas. REAd-Revista Eletrônica de Administração, v. 17(2), pp. 330-359. DOI: https://doi.org/10.1590/S1413-23112011000200002
Saldaña, J. (2015). The coding manual for qualitative researchers. Sage.
Scillitoe, J. L., & Chakrabarti, A. K. (2010). The role of incubator interactions in assisting new ventures. Technovation, v. 30(3), pp. 155-167. DOI: https://doi.org/10.1016/j.technovation.2009.12.002
Serra, B., Serra, F. R., Ferreira, M. P., & Fiates, G. G. (2011). Fatores fundamentais para o desempenho de incubadoras de base tecnológica. RAI Revista de Administração e Inovação, v. 8(1), pp. 221-248.
Sever, I. (2015). Importance-performance analysis: A valid management tool?. Tourism Management, v. 48, pp. 43-53. DOI: https://doi.org/10.1016/j.tourman.2014.10.022
Slack, N. (1994). The importance-performance matrix as a determinant of improvement priority. International Journal of Operations & Production Management, v. 14(5), pp. 59-75. DOI: https://doi.org/10.1108/01443579410056803
Somsuk, N., & Laosirihongthong, T. (2014). A fuzzy AHP to prioritize enabling factors for strategic management of university business incubators: Resource-based view. Technological Forecasting and Social Change, v. 85, pp. 198-210. DOI: https://doi.org/10.1016/j.techfore.2013.08.007
Somsuk, N., Wonglimpiyarat, J., & Laosirihongthong, T. (2012). Technology business incubators and industrial development: resource-based view. Industrial Management & Data Systems, v. 112(2), pp. 245-267. DOI: https://doi.org/10.1108/02635571211204281
Sousa, P. D. B., Sousa, M. A. B., Predebon, E. A. (2006). Relevância dos Serviços e Recursos Disponibilizados por uma Incubadora de Empresa e as Expectativas Percebidas na Incubação. In: Anais Eletrônicos do XXIV Simpósio de Gestão da Inovação Tecnológica., pp. 1-16.
Spalenza, A. S., Ronchi, F. A., & Pelissari, A. S. (2017). Satisfação em relacionamento B2B: investigação da reciprocidade na relação entre médicos e planos de saúde no Espírito Santo. Revista de Administração da Universidade Federal de Santa Maria, v. 10(4), pp. 632-651. DOI: https://doi.org/10.5902/1983465916323
Studdard, N. L. (2006). The effectiveness of entrepreneurial firm’s knowledge acquisition from a business incubator. International Entrepreneurship and Management Journal, v. 2(2), pp. 211-225. DOI: https://doi.org/10.1007/s11365-006-8685-z
Theodorakopoulos, N., K. Kakabadse, N., & McGowan, C. (2014). What matters in business incubation? A literature review and a suggestion for situated theorising. Journal of Small Business and Enterprise Development, v. 21(4), pp. 602-622. DOI: https://doi.org/10.1108/JSBED-09-2014-0152
Tietz, G., Anholon, R., Cooper Ordonez, R. E., & Quelhas, O. L. (2015). Business incubators in Brazil: Main gaps to be explored by academic researchers. Journal of technology management & innovation, v. 10(4), pp. 18-27. DOI: https://doi.org/10.4067/S0718-27242015000400003
Tontini, G., & Silveira, A. (2007). Identification of satisfaction attributes using competitive analysis of the improvement gap. International Journal of Operations & Production Management, v. 27(5), pp. 482-500. DOI: https://doi.org/10.1108/01443570710742375
Vanderstraeten, J., & Matthyssens, P. (2012). Service-based differentiation strategies for business incubators: Exploring external and internal alignment. Technovation, v. 32(12), pp. 656-670. DOI: https://doi.org/10.1016/j.technovation.2012.09.002
Vedovello, C. (2000). Aspectos relevantes de parques tecnológicos e incubadoras de empresas. Revista do BNDES, v. 7(14), pp. 273-300.
Vedovello, C., & Figueiredo, P. N. (2005). Incubadora de inovação: que nova espécie é essa?. RAE-eletrônica, v. 4(1). DOI: https://doi.org/10.1590/S1676-56482005000100006
Veríssimo, J., & Bezerra, A., (2012, July). Avaliação da Qualidade dos Serviços Prestados por um Núcleo de Incubação Tecnológica e sua Relação com as Características Empreendedoras dos Gestores das Empresas Incubadas. In: VII CONNEPI-Congresso Norte Nordeste de Pesquisa e Inovação. pp. 1-6.
Wang, C. L., Ahmed, P. K., & Rafiq, M. (2008). Knowledge management orientation: construct development and empirical validation. European Journal of Information Systems, v. 17(3), pp. 219-235. DOI: https://doi.org/10.1057/ejis.2008.12
Xavier, W. S., Silveira Martins, G., & Teixeira de Freitas de Carvalho Lima, A. A. (2008). Fortalecendo empreendimentos em TI: qual a contribuição das incubadoras? JISTEM: Journal of Information Systems and Technology Management, v. 5(3).
Zhou, C. (2008). Emergence of the entrepreneurial university in evolution of the triple helix: The case of Northeastern University in China. Journal of Technology Management in China, v. 3(1), pp. 109-126. DOI: https://doi.org/10.1108/17468770810851539
Yin, R. K. (2005). Estudo de Caso: Planejamento e Métodos. 3. ed. Bookman Editora, 271 p.
Descargas
Publicado
Métricas
Visualizações do artigo: 2706 PDF (English) downloads: 835
Cómo citar
Número
Sección
Licencia
Los autores que publican en esta revista están de acuerdo con los siguientes términos:
-
El/La autor(a)/es(as) autorizan la publicación del texto en la revista;
-
La revista no se responsabiliza de las opiniones, ideas y conceptos emitidos en los textos, ya que son de entera responsabilidad de sus autores/autoras;
-
Los autores/autoras mantienen los derechos de autor y conceden a la revista el derecho de la primera publicación, con el trabajo publicado bajo la Licencia CC BY 4.0
, que permite el compartir el trabajo con reconocimiento de la autoría y la publicación inicial en esta revista; -
Los autores/autoras están permitidos y animados a publicar su trabajo (Versión enviada, Versión aceptada [Manuscrito aceptado por el autor/autora] o Versión publicada [Versión del registro]) en línea, por ejemplo, en repositorios institucionales o preprints, ya que puede llevar a intercambios productivos, así como a citas anteriores y mayores de trabajos publicados. REGEPE pide como condición política para los autores/autoras que indiquen/vinculen el artículo publicado con DOI. Vea el Efecto del Acceso Abierto.
