Chen, Shun-Hsing, and Yu-Lan Shun. “Integrating Importance-Satisfaction Model and Performance Evaluation Matrix to Improve Service Quality”. International Journal of Financial, Accounting, and Management 5, no. 3 (December 19, 2023): 373–386. Accessed August 2, 2025. https://goodwoodpub.com/index.php/ijfam/article/view/1641.