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Importance-Performance Analysis of Tourism Destination Attractiveness

This chapter presents an importance-performance analysis to evaluate the ability of a destination's attributes to attract tourists through tourism stakeholder perceptions. In this case, one of Europe's larger destination cities, Lisbon, was considered. It departs from the proposition that tourists are not the most knowledgeable about a destination while the evaluation of a destination's competitiveness from the supply side perspective is scarce. This stakeholder feedback approach to identifying a destination's attributes to attract tourists showed that only 7 of the 40 attributes (five of them related to accessibility and technological infrastructures as municipality responsibility) fall in the IPA grid Concentrate Here quadrant, results that are consistent with the recently received Best City Destination and Best City Break World Travel Awards. This research shows the relevance of multiple stakeholders' feedback to evaluate a city's attributes, including the feedback about the city's need to improve its technological offer through an integrated digital strategy.