The key stakeholders' satisfaction and perception of the tourism organisation system effectiveness

Abstract

The paper analyses the key stakeholders’ satisfaction and the perception of the effectiveness of the tourist board system in North and Central Dalmatia and the compatibility of the system with the principles of the Destination Management Organisation (DMO). The methodology used is the Importance-Performance Analysis (IPA). The results have shown that the critical tourism stakeholders do not consider the existing tourist board system practical or functional. All the local, regional and national system tasks are positioned in the “Concentrate here” quadrant, which must be improved. In addition, the findings indicate that the existing tourist board system is not compatible with the DMO principle and needs to be improved in several aspects. The paper provides valuable recommendations for improving the tourist board system in the Republic of Croatia and future studies on this topic.