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An Importance-Performance analysis of tourist satisfaction at

destination level: evidence from Campania (Italy)

 

Alessandro De Nisco1*, Angelo Riviezzo2 and Maria Rosaria Napolitano3

 

Received: 03/01/2014 Accepted: 29/06/2014

 

1 PhD, Assistant Professor of Marketing, Department DEMM, University of Sannio, via Delle Puglie 82 – 82100 Benevento (Italy). Ph: (+39) 0824 305754; Fax: (+39) 0824 305777; Mail: This e-mail address is being protected from spambots. You need JavaScript enabled to view it
2 PhD, Assistant Professor of Business Strategy and Business Planning, Department DEMM, University of Sannio.
3 Full Professor of Marketing and Business Strategy, Department DEMM, University of Sannio.
* Corresponding author

 

Abstract
 

In this paper we use the Importance-Performance Analysis (IPA) scheme in order to analyze tourist satisfaction in a holiday destination. Arising from service and tourism marketing literatures, the study selects a set of components of the tourism experience that are willing to affect satisfaction. The IPA scheme is applied though a survey conducted on a sample of 1.936 national and international tourists intercepted at the end of their journey in the region of Campania (Italy). Although the IPA scheme has been used in past research in the tourism field, only a few studies have applied this tool from a destination perspective. Based on the results, the paper concludes with discussion of implications for both practitioners and academics.

 

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Keywords:  Importance-Performance Analysis (IPA), tourist satisfaction, destination management, Italy.


Citation: De Nisco, A., A. Riviezzo and M.R. Napolitano (2015) An Importance-Performance analysis of tourist satisfaction at destination level: evidence from Campania (Italy). European Journal of Tourism Research 10, pp. 64-75

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European Journal of Тourism Research