Tourist Destination Assessment by Revised Importance-Performance Analysis

The goal of this research is to improve the Importance-Performance Matrix by more accurately fitting the attributes of quality into matrix quadrants. The working methodology implied the use of the mathematical apparatus, respectively of five validated mathematical indexes (Dunn validity index, Silhouette validity index, validity index Calinski-Harabasz, Pakhira-Bandyopadhyay-Maulik validity index and Davies-Bouldin validity index). It will consider the position of an attribute in a quadrant validated if it resulted in all five index-generated situations. It was tested the method for the data collected from the customers accommodated in the International Hotel in Baile Felix Spa, Romania. The result shows that the number of attributes that retain their quadrant position in all situations is greatly reduced, but the certainty about the position of the attributes is greatly increased. This method increases the rigor of IPA and helps managers in their decision-making about quality of services.