Journal of Educational and Management Studies  
J. Educ. Manage. Stud., 9(3): 11-15, September 25, 2019  
License: CC BY 4.0, ISSN: 2322-4770  
The use of importance-performance analysis (IPA) in  
evaluating key attributes of Vietnam’s universities  
Nguyen Thi Kim Chi1, Nguyen Van Tuan2, and Nguyen Minh Dat3  
1Hanoi University of Business and Technology, Hà Ni 100000, Vietnam (Email: chikkte@gmail.com)  
2Hanoi Multidisciplinary Vocational School, Hà Ni 100000, Vietnam (Email: ydc.edu.vn@gmail.com)  
3Ho Chi Minh City University of Law, HChí Minh 700000, Vietnam (Email: Joe.nguyen1405@gmail.com)  
ABSTRACT  
Original Article  
PII: S232247701900003-9  
In Vietnam, administrators from tertiary education institutions consider education as a  
service, recognizing the importance of providing good training services to meet students’  
needs and to attract student’s enrollment. The author of this research uses the IPA  
(importance-performance analysis) model to evaluate key university attribute criteria from  
the perspective of high school students who are subjected to education service and would be  
university students. The findings of this study are expected to help education managers in  
Rec. 22 May, 2019  
Acc. 20 July, 2019  
Pub. 25 September, 2019  
Keywords  
Importance-Performance  
Analysis (IPA),  
identifying strengths and weaknesses of universities in order to seek solutions to better College choice,  
School choice,  
Higher education  
meeting the needs of potential students.  
and compare the importance and level of  
performance of each quality attribute.  
INTRODUCTION  
The IPA (Importance-Performance Analysis) model  
was developed by Martilla and James (1977). The IPA-  
based research results help businesses identify the  
importance of service targets, strengths and  
weaknesses of products/services in the market. The  
IPA model is implemented by comparison of two  
criteria that shape clients’ choice, namely the  
importance of attributes and the level of  
performance of quality attributes. This comparison  
is of great necessity as key quality attributes are  
regarded as a relative reflection of their value to  
customer’s perceptions; and the level of attainment  
of quality attributes would be reconciled to their  
importance (Slack, 1991). Via the comparison and  
contrast, customers’ consuming behavior will be  
defined. If a quality attribute is low, it will reflect less  
impact on customers’ overall perception to the  
quality of service/product. Conversely, if a quality  
attribute is high, it will have a great impact on  
customers’ perceptions (Barsky, 1995).  
The IPA model has been used extensively in  
such sectors as tourism, education, banking etc. For  
the education, the IPA has been used to determine  
attributes of universities in students' choice in the  
selection of a tertiary institution.  
Overview of researches and model proposed  
for Vietnam  
Joseph and Joseph (2000) were the first to apply  
the IPA model to determine the importance of each  
university attribute to student’s choice criteria in  
selection of tertiary institution. The authors  
conducted two studies to examine factors that  
influence international students’ decision on  
selection of tertiary institution: the first, done in  
1998 in New Zealand, built 17 scales and surveyed  
300 high school students. The second done in 2000,  
in which the authors adopted their New Zealand  
research and further developed a similar research in  
Indonesia. The study subjects are 200 high school  
students in central Jakarta. The difference between  
the two studies is the division of 17 scales into five  
elements. The difference is that the general factor in  
the 1998 study is renamed to the academic and  
career information in the 2000 research.  
When evaluating the importance of quality  
attributes, researchers identify through the  
following steps: (1) group discussions between  
experts and managers to fully list the attributes as a  
basis for evaluations; (2) design of a questionnaire to  
collect information of customers who assess the  
importance of each attribute and its performance; (3)  
processing of data and use of the mean to calculate  
To cite this paper: Chi N.T.K., Tuan N.V., and Dat N.M. (2019). The use of importance-performance analysis (IPA) in evaluating key attributes of Vietnam’s  
universities. J. Educ. Manage. Stud., 9(3): 11-15. DOI: https://dx.doi.org/10.51475/jems.2019.3  
11  
Chi et al., 2019  
national graduation exam (SPM/MCE) certificates, or  
certificates on completion of university foundation  
programs (including two groups of A-level and a  
group of university entrance candidates); i.e. the  
research by in Malaysia in 2009, examining 162  
students enrolling in university preparatory classes  
or and new school leavers. As the educational  
contexts in Malaysia and Indonesia are similar,  
Wanger et al. (2009) adopted the research findings  
by Joseph and Joseph (1998) and adapted them to  
namely Information on Institutions and Significant  
People. The results of the three models are  
summarized in table 1.  
students have real intentions of choosing  
university at the time of the survey.  
a
The model was then adopted and adapted from  
common point of these studies is the use of IPA in  
developing criteria and evaluation of university  
attributes from the perspective of high school  
students-potential university students. In this study,  
the author also inherits the above-mentioned studies  
and selects five attributes of a university, including:  
cost, curriculum, value of education, information on  
career and academic programs.  
The subjects of the study were high school  
students attending preparatory university programs  
at Malaysian schools and school leavers with  
Table 1. Comparison of Research Findings by Joseph and Joseph (1998, 2000) and Wanger et al. (2009)  
Rank  
1
Value of education  
Information on academic vocational programs  
Tuition and financial aid policies  
2
3
Availability of programs  
Cost  
Facilities and resources  
Cost  
Value of education  
Curriculum  
4
5
6
Infrastructure and resources  
Curriculum  
Reputation  
--  
Significant People  
General  
--  
Facilities and resources  
Information on careers and academic programs  
Author’s analysis and syntheses  
questionnaires for the preliminary assessment. In  
phase 2, the author sent out 500 questionnaires by  
developing a larger numbers of samples (relational  
network) for the collection of research data. The  
investigation period ran from mid-June 2016 to the  
end of October 2016, especially during the time when  
high school students completing their paperwork to  
register for university enrollment.  
METHODOLOGY  
Measurement of concepts: on application of by IPA,  
the author has designed a small-sized qualitative  
research. Five experts in the field of education and  
linguistics were invited to look at the relevance and  
precise interpretation of the contents of the scale  
which derived from the two studies by Joseph and  
(2010). A quantitative questionnaire was designed on  
the basis of 5-point Likert scale that ranges students'  
assessments in accordance with the importance of  
attributes from 1 as not important to 5 as very  
important.  
Data was collected through interviews with  
high school leavers from Hanoi who left high school  
and took the university entrance exam in 2016. With  
the help of teachers at local high schools, students’  
parents, leaders of high schools in Hanoi, data were  
collected both directly and indirectly. Data sampling  
was divided into two different phases. Phase 1 for a  
preliminary assessment of the reliability of the scales  
was conducted on a small group of around 100  
samples. The collected results were 113 valid filled  
RESULTS AND DISCUSSION  
Description of the research sample  
As many as 361 out of 500 questionnaires were  
collected and valid for the research, with a response  
rate of 72%. The samples were classified under the  
following criteria:  
Gender. Of the 361 high school students  
surveyed, the proportion of men and women was  
fairly balanced, with 53% of women (191) and 47% of  
men (170).  
Academic performance. The students with  
credit level of score account for the highest  
proportion of 208 students (58%), followed by 114  
(32%) students with distinction of academic  
performance, 34 (9%) with average score and 1% weak  
students.  
12  
J. Educ. Manage. Stud., 9 (3): 11-15, 2019  
Table 2. High school students’ evaluation on university attributes*  
Reliability 95%  
Evaluation criteria  
Average  
Deviation  
Lower  
Upper  
bounds  
bounds  
Reasonable tuition policy  
3.687  
3.856  
4.139  
3.803  
3.871  
3.560  
3.820  
3.823  
3.753  
3.765  
3.744  
3.770  
3.953  
3.958  
3.894  
3.892  
3.715  
4.047  
3.885  
3.781  
3.778  
3.795  
3.785  
1.064  
1.138  
3.577  
3.797  
3.974  
4.244  
3.917  
3.959  
3.689  
3.932  
3.934  
3.870  
3.884  
3.838  
3.880  
4.063  
4.069  
3.991  
4.006  
3.825  
4.149  
3.971  
3.891  
3.888  
3.903  
3.881  
Suitable cost of living  
3.738  
Financial aid policies (scholarships, grants, concessional loans ...)  
Flexible tuition collection (tuition fees ...)  
Overall evaluation of tuition policy  
1.018  
1.102  
0.847  
1.246  
1.087  
1.076  
1.129  
1.151  
4.033  
3.689  
3.783  
Courses/subjects with diversity of contents and structure for students’ choice  
Flexible conditions for registering a study program/subject  
Intensive/advanced programs tailored to students’ needs  
Programs with various practical content  
3.431  
3.707  
3.711  
3.637  
3.645  
3.650  
3.660  
3.843  
3.848  
3.796  
3.778  
3.605  
3.945  
3.798  
3.671  
3.669  
3.687  
3.689  
Flexibility in transferring of subjects/of major and specialization  
Overall evaluation of the curriculum  
0.912  
1.062  
1.062  
1.068  
0.944  
1.099  
1.061  
0.986  
0.834  
1.062  
1.060  
1.042  
0.929  
Encouraging learning environment for students  
Resources to meet student learning needs  
Experienced, high quality faculty  
Overall evaluation of the infrastructure  
Institutions with academic reputation  
Institutions with prestige training programs  
Institutions with accredited academic programs/ highly-valued academic merit  
Overall evaluation of the value of education  
Institutions with information on career opportunities  
Institutions with information on the student's study/research field  
Institutions with information on post graduate or higher education courses  
Overall evaluation of the institution information  
*Author’s calculation with aid of SPSS  
Institution choice  
Results of evaluation of institution attributes  
The rate of admission by entrance exam is five  
Choice criteria on tuition and financial aid  
times higher than that by assessment of academic  
credentials with 304 students (84%) enrolling by the  
entrance exam as compared with only 57 students  
(16%) by academic credentials. Basically, the profile of  
survey respondents is quite suitable. The imbalanced  
rate of female to male is not significant (8%). The  
percentage of pupils from urban and suburban areas  
is quite proportionate. The percentage of students  
with good academic performance is high (about  
90%). The proportion of students attending public  
schools is higher than that of non-state schools,  
which reflects a real current trend in high school  
education in Hanoi. It is also rational that the  
admission rate by exam is higher with 84% as  
students with good academic performance tend to  
challenge themselves in exams for an entry into  
prestige tertiary institutions.  
policies. The results from the survey show that the  
tuition and financial aid policy gains a good grade of  
average of 3.871 (SD=0.847) on the 5-point scale.  
Particularly, the most appreciated criteria in  
selection of an institution is “financial aid policies  
such as scholarships, grants or concessional loans”  
(4.139); and the least “reasonable tuition policy”  
(3.687). This reveals a clear change and is well suited  
to the current context. School tuition policies have  
changed dramatically; the tuition gap between state-  
owned and non-state institutions has narrowed. At  
university, the amount of tuition depends on  
different training programs. Students are, therefore,  
more concerned about financial aid policies,  
scholarships and concessional loans in a hope to  
grasp an opportunity to lessen the financial burden  
on their families.  
13  
Chi et al., 2019  
Evaluation of the curriculum. For the curriculum  
CONCLUSION  
factor, students gave a rather high overall score with  
an average of 3.744 (SD=0.912). In which, the most  
appreciated aspect is “the institution with an  
intensive/advanced curriculum tailored to students’  
needs” (3.823) and the lowest “the courses/subjects  
with diversity of contents and structure for students’  
choice” (3.560). It is an interesting finding as the  
respondents are students preparing for college. This  
shows that students are getting gradually matured  
in their choice of curriculum. They consider the need  
for intensive study and advanced research to acquire  
knowledge.  
Assessments of facilities and resources. The  
results show that the score given by students with  
good academic performance is 3.894 (SD=0.944) on  
the 5-point scale. In which, the most appreciated  
aspect is the “high-quality, experienced teaching  
staff” (3.958) and the lowest “learning environment  
for students” (3.770). Students care more about the  
teaching staff with good and practical teaching  
experience. This reflects the fact that students  
evaluate the teachers as a decisive key.  
The research shows that high school students rank  
tertiary institutions’ attributes in ascending order:  
the first is the material and resources in which the  
quality of teaching staff is most concerned. The  
second is the value of education of institutions on the  
basis of the recognition by prestigious academic  
rating agencies. The third is the tuition and financial  
aid policies, in which financial aid being the most  
important. The fourth is the information on career  
and academic curriculum due to students’ interest in  
higher level of education information for their  
acquisition of knowledge. Last but not least is the  
emphasis  
on  
intensive/advanced  
academic  
programs. Basing on the findings, education  
managers, university administrators will be  
improving the quality of tertiary education services  
for better satisfaction of students’ needs. In  
recognition of strengths, weaknesses of the  
institution, they will sort out an appropriate  
enrollment strategy. On the side of high school  
students, the study also indicates the “maturity” in  
their choice, reflects their confidence in profoundly  
evaluation of universities' attributes. However, this  
study bears certain limitations; that is it only reflects  
choice criteria of students with intention of selecting  
their upcoming tertiary institution. Therefore, a  
future research will focus on assessment of the  
perfectness of the IPA, including the evaluation of  
the degrees of implementing attributes.  
Importance of value of education. The value of  
education of choice institutions was rated at a high  
level with an average score of 3,885 (SD=0.834).  
Accordingly, the most appreciated aspect is “schools  
with accredited academic programs” (4.047) and the  
lowest is “the institutions with prestige training  
program” (3.715). The value of education of tertiary  
institutions manifests itself in many aspects. It is not  
only  
recognized  
by  
students,  
businesses/  
organizations but also highly appreciated by other  
prestigious academic institutions.  
DECLARATIONS  
Authors’ Contributions  
Information on career and academic curriculum.  
Information about institution was rated at a quite  
high level with an average score of 3.785 (SD=0.929)  
on a 5-point scale. The top score is for “institutions  
with information on post graduate or higher  
education courses” (3.795); and the lowest for  
“institutions with information on students’  
study/research filed” (3.778). This study directed at  
high school students who have enough conditions to  
choose which university to enroll so the information  
on higher education courses is most interested.  
According to qualitative research, students tend to  
think that institutions having master's degree  
training courses in cooperation with overseas  
institutions will take the advantage.  
All authors contributed equally to this work.  
Competing interests  
The authors declare that they have no  
competing interests.  
REFERENCES  
Ajzen, I (1991). The theory of planned behavior.  
Organizational Behavior and Human Decision  
Processes. 50: 179-211. Google Scholar  
Barsky, J.D (1995). WorldClass Customer  
Satisfaction.  
Chicago, IL, Irwin Publishing.  
Chapman D (1981). A model of student college choice.  
Journal of Higher Education, 52(5): 490505.  
14  
J. Educ. Manage. Stud., 9 (3): 11-15, 2019  
,
Joseph M and Joseph B (1998). Identify need of  
potential students in a tertiafy education for  
strategy development. Quality Assurance in  
Sia J.K.M (2010). Institutional Factors Influencing  
Students’ College Choice Decision in Malaysia: A  
Conceptual Framework. International Journal of  
Business and Social Science. 1(3): 53-58. Google  
Education,  
6(2):  
90-6.  
Joseph M and Joseph B (2000). Indonesian students’  
perceptions of choice criteria in the selection of a  
tertiary institution: strategic implications. The  
Slack.N (1991). Making Management Decisions.  
Prentice Hall. Google Scholar  
Wagner, K and Fard PY (2009). Factors Influencing  
Malaysian Students’ Intention to Study at a  
Higher Educational Institution. E-Leader Kuala  
international  
Journal  
of  
Educational  
Management, 14(1): 40-44. Google Scholar,  
Martilla JA, James JC. 1977. Importance–  
Performance Analysis.  
J
Mark; 41:779.  
15