An Importance-Performance Analysis of Accessible Tourism: A Tourist and Resident Perspective with Empirical Insights from Phuket
Abstract
The fundamental principle of accessible tourism revolves around advocating for the inclusion and empowerment of individuals with disabilities, aiming to facilitate complete engagement for individuals with disabilities within tourism experiences. Previous research established a five-dimensional exploratory framework revealing several barriers that prevent Phuket Island from fully engaging in accessible tourism and increasing its global market share in this emerging market segment. This study sought to build upon previous findings by empirically investigating these barriers through the utilization of the importance-performance analysis method. Methodologically, survey data was collected from 391 tourists and residents in Phuket. The findings align with previous research, highlighting the preparedness of Phuket's international airport, diverse luxury accommodation options, and internationally accredited medical facilities. These elements stand out as exemplary in meeting the needs of accessible tourism. Conversely, the present infrastructure, insufficient transportation systems, and limited recreational options pose significant challenges, marking them as pivotal bottlenecks. The article discusses practical implications to rectify these limitations and advances the discussion about using the importance-performance analysis as a managerial tool to evaluate the quality of tourism experiences in the context of accessible tourism.
References
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[20] Kokkhangplu, A., and Kaewnuch, K. 2021. Importance and performance analysis on tourism components in the south of Thailand. Kasetsart Journal of Social Sciences, 42(2): 275-280. DOI:https://doi.org/10.34044/j.kjss.2021.42.2.092542
[21] Kourkouridis, D., and Salepaki, A. 2023. Cooperative Tourism Marketing in Accessible Tourism Development: The Case of the Cross-Border Area of Greece–Republic of Northern Macedonia. Sustainability, 15(19): 14093. DOI: https://doi.org/10.3390/su151914093
[22] McCabe, S., and Diekmann, A. 2015. The rights to tourism: reflections on social tourism and human rights. Tourism Recreation Research, 40(2): 194-204. DOI: https://doi.org/10.1080/02508281.2015.1049022
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[24] Mimbs, B. P., et al. 2020. Importance-performance analysis of residents' and tourists’ preferences for water-based recreation in the Southeastern United States. Journal of Outdoor Recreation and Tourism, 31, 100324. DOI: https://doi.org/10.1016/j.jort.2020.100324
[25] Natalia, P., et al. 2019. Critical elements in accessible tourism for destination competitiveness and comparison: Principal component analysis from Oceania and South America. Tourism Management, 75: 169-185. DOI: https://doi.org/10.1016/j.tourman.2019.04.012
[26] Özogul, G., and Baran, G. G. 2016. Accessible tourism: The golden key in the future for the specialized travel agencies. Journal of Tourism Futures, 2(1): 79-87. DOI: https://doi.org/10.1108/JTF-03-2015-0005
[27] Qiao, G., Cao, Y., and Zhang, J. 2023. Accessible Tourism–understanding blind and vision-impaired tourists’ behaviour towards inclusion. Tourism Review, 78(2): 531-560. DOI: https://doi.org/10.1108/TR-03-2022-0129
[28] Qiao, G., Ding, L., Zhang, L., and Yan, H. 2021. Accessible tourism: A bibliometric review (2008–2020). Tourism Review, 77(3): 713-730. DOI: https://doi.org/10.1108/TR-12-2020-0619
[29] Sahoo, S. K., and Choudhury, B. B. 2023. Wheelchair Accessibility: Bridging the Gap to Equality and Inclusion. Decision Making Advances, 1(1): 63-85. DOI: https://doi.org/10.31181/dma1120239
[30] Saleem, M. A., et al. 2023. An exploration and importance-performance analysis of bus rapid transit systems’ service quality attributes: Evidence from an emerging economy. Transport Policy, 141: 1-13. DOI:https://doi.org/10.1016/j.tranpol.2023.07.010
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[33] Simpson, G. D., et al. 2020. Importance-performance analysis to inform visitor management at marine wildlife tourism destinations. Journal of Tourism Futures, 6(2): 165-180. DOI: https://doi.org/10.1108/JTF-11-2018-0067
[34] Singjai, K., Winata, L., and Kummer, T. F. 2018. Green initiatives and their competitive advantage for the hotel industry in developing countries. International Journal of Hospitality Management, 75: 131-143. DOI:https://doi.org/10.1016/j.ijhm.2018.03.007
[35] Sisto, R., Cappelletti, G. M., Bianchi, P., and Sica, E. 2022. Sustainable and accessible tourism in natural areas: A participatory approach. Current Issues in Tourism, 25(8): 1307-1324. DOI: https://doi.org/10.1080/13683500.2021.1920002
[36] Sopha, C., Jittithavorn, C., and Lee, T. J. 2019. Cooperation in health and wellness tourism connectivity between Thailand and Malaysia. International Journal of Tourism Sciences, 19(4): 248-257. DOI:https://doi.org/10.1080/15980634.2019.1706027
[37] Szmukler, G., Daw, R., and Callard, F. 2014. Mental health law and the UN Convention on the rights of persons with disabilities. International Journal of Law and Psychiatry, 37(3): 245-252. DOI:https://doi.org/10.1016/j.ijlp.2013.11.024
[38] United Nations. (2022). Department of Economic and Social Affairs: Sustainable Development. Reduce inequality within and among countries. Available at: https://sdgs.un.org/goals/goal10
[39] Weiss, D. J., et al. 2018. A global map of travel time to cities to assess inequalities in accessibility in 2015. Nature, 553(7688): 333-336. DOI: https://doi.org/10.1038/nature25181
[40] Yin, J., Cheng, Y., Bi, Y., and Ni, Y. 2020. Tourists perceived crowding and destination attractiveness: The moderating effects of perceived risk and experience quality. Journal of Destination Marketing and Management, 18, 100489. DOI: https://doi.org/10.1016/j.jdmm.2020.100489
[41] ENAT 2023. What is "Accessible Tourism"?. European Network for Accessible Tourism. Available at: https://www.accessibletourism.org/
[2] Agyekum, K., Akli-Nartey, E. E. K., Kukah, A. S., and Agyekum, A. K. 2023. Importance-performance analysis (IPA) of the indoor environmental quality (IEQ) of an EDGE-certified building in Ghana. International Journal of Building Pathology and Adaptation, 41(1): 73-95. DOI: https://doi.org/10.1108/IJBPA-03-2021-0040
[3] Benjamin, S., Bottone, E., and Lee, M. 2021. Beyond accessibility: exploring the representation of people with disabilities in tourism promotional materials. Journal of Sustainable Tourism, 29(2-3): 295-313. DOI:https://doi.org/10.1080/09669582.2020.1755295
[4] Boley, B. B., and Jordan, E. 2023. Leveraging IPA gap scores to predict intent to travel. Journal of Hospitality and Tourism Management, 57: 97-101. DOI: https://doi.org/10.1016/j.jhtm.2023.09.006
[5] Boley, B. B., McGehee, N. G., and Hammett, A. T. 2017. Importance-performance analysis (IPA) of sustainable tourism initiatives: The resident perspective. Tourism Management, 58: 66-77. DOI:https://doi.org/10.1016/j.tourman.2016.10.002
[6] Chen, J., et al. 2023. Evaluation and determinants of satisfaction with the urban-rural interface area liveability toward “15-min city”: A case study in Henan Province, China. Ecological Economics, 214, 107994. DOI:https://doi.org/10.1016/j.ecolecon.2023.107994
[7] Cockburn-Wootten, C., and McIntosh, A. 2020. Improving the accessibility of the tourism industry in New Zealand. Sustainability, 12(24): 10478. DOI: https://doi.org/10.3390/su122410478
[8] Cohen, S. A., Prayag, G., and Moital, M. 2014. Consumer behaviour in tourism: Concepts, influences and opportunities. Current issues in Tourism, 17(10): 872-909. DOI:https://doi.org/10.1080/13683500.2013.850064
[9] Darcy, S., and Dickson, T. J. 2009. A whole-of-life approach to tourism: The case for accessible tourism experiences. Journal of Hospitality and Tourism Management, 16(1): 32-44. DOI:https://doi.org/10.1375/jhtm.16.1.32
[10] Darcy, S., Cameron, B., and Pegg, S. 2010. Accessible tourism and sustainability: a discussion and case study. Journal of Sustainable Tourism, 18(4): 515-537. DOI: https://doi.org/10.1080/09669581003690668
[11] Darcy, S., McKercher, B., and Schweinsberg, S. 2020. From tourism and disability to accessible tourism: A perspective article. Tourism Review, 75(1): 140-144. DOI: https://doi.org/10.1108/TR-07-2019-0323
[12] Deepa, R., and Baral, R. 2019. Importance-performance analysis as a tool to guide employer branding strategies in the IT-BPM industry. Journal of Organizational Effectiveness: People and Performance, 6(1): 77-95. DOI: https://doi.org/10.1108/JOEPP-04-2018-0024
[13] Devile, E., and Kastenholz, E. 2020. Accessible tourism experiences: the voice of people with visual disabilities. In Social Tourism at the Crossroads (pp. 84-104). Routledge. DOI:https://doi.org/10.4324/9780429290077-6
[14] Ferreira, H. P., and Fernandes, P. O. 2015. Importance-performance analysis applied to a laboratory supplies and equipment company. Procedia Computer Science, 64: 824-831. DOI:https://doi.org/10.1016/j.procs.2015.08.634
[15] Fuchs, K. 2021. How are small businesses adapting to the new normal? Examining tourism development amid COVID-19 in Phuket. Current Issues in Tourism, 24(24): 3420-3424. DOI:https://doi.org/10.1080/13683500.2021.1942439
[16] Fuchs, K. 2023. The Barriers to Accessible Tourism in Phuket: Toward an Exploratory Framework with Implications for Tourism Planning. Tourism: An International Interdisciplinary Journal, 71(4): 798-805. DOI:https://10.0.147.109/t.71.4.10
[17] Gillovic, B., and McIntosh, A. 2020. Accessibility and inclusive tourism development: Current state and future agenda. Sustainability, 12(22), 9722. DOI: https://doi.org/10.3390/su12229722
[18] Guin, T. D. L., Baker, R., Mechling, J., and Ruyle, E. 2012. Myths and realities of respondent engagement in online surveys. International Journal of Market Research, 54(5). DOI: 10.2501/IJMR-54-5-613-63
[19] Jarumaneerat, T. 2022. Segmenting international tourists based on the integration of travel risk perceptions and past travel experience. Journal of Quality Assurance in Hospitality and Tourism, 23(2): 508-538. DOI:https://doi.org/10.1080/1528008X.2021.1891596
[20] Kokkhangplu, A., and Kaewnuch, K. 2021. Importance and performance analysis on tourism components in the south of Thailand. Kasetsart Journal of Social Sciences, 42(2): 275-280. DOI:https://doi.org/10.34044/j.kjss.2021.42.2.092542
[21] Kourkouridis, D., and Salepaki, A. 2023. Cooperative Tourism Marketing in Accessible Tourism Development: The Case of the Cross-Border Area of Greece–Republic of Northern Macedonia. Sustainability, 15(19): 14093. DOI: https://doi.org/10.3390/su151914093
[22] McCabe, S., and Diekmann, A. 2015. The rights to tourism: reflections on social tourism and human rights. Tourism Recreation Research, 40(2): 194-204. DOI: https://doi.org/10.1080/02508281.2015.1049022
[23] Michopoulou, E., Darcy, S., Ambrose, I., and Buhalis, D. 2015. Accessible tourism futures: the world we dream to live in and the opportunities we hope to have. Journal of Tourism Futures, 1(3): 179-188. DOI:https://doi.org/10.1108/JTF-08-2015-0043
[24] Mimbs, B. P., et al. 2020. Importance-performance analysis of residents' and tourists’ preferences for water-based recreation in the Southeastern United States. Journal of Outdoor Recreation and Tourism, 31, 100324. DOI: https://doi.org/10.1016/j.jort.2020.100324
[25] Natalia, P., et al. 2019. Critical elements in accessible tourism for destination competitiveness and comparison: Principal component analysis from Oceania and South America. Tourism Management, 75: 169-185. DOI: https://doi.org/10.1016/j.tourman.2019.04.012
[26] Özogul, G., and Baran, G. G. 2016. Accessible tourism: The golden key in the future for the specialized travel agencies. Journal of Tourism Futures, 2(1): 79-87. DOI: https://doi.org/10.1108/JTF-03-2015-0005
[27] Qiao, G., Cao, Y., and Zhang, J. 2023. Accessible Tourism–understanding blind and vision-impaired tourists’ behaviour towards inclusion. Tourism Review, 78(2): 531-560. DOI: https://doi.org/10.1108/TR-03-2022-0129
[28] Qiao, G., Ding, L., Zhang, L., and Yan, H. 2021. Accessible tourism: A bibliometric review (2008–2020). Tourism Review, 77(3): 713-730. DOI: https://doi.org/10.1108/TR-12-2020-0619
[29] Sahoo, S. K., and Choudhury, B. B. 2023. Wheelchair Accessibility: Bridging the Gap to Equality and Inclusion. Decision Making Advances, 1(1): 63-85. DOI: https://doi.org/10.31181/dma1120239
[30] Saleem, M. A., et al. 2023. An exploration and importance-performance analysis of bus rapid transit systems’ service quality attributes: Evidence from an emerging economy. Transport Policy, 141: 1-13. DOI:https://doi.org/10.1016/j.tranpol.2023.07.010
[31] Scheyvens, R., and Biddulph, R. 2018. Inclusive tourism development. Tourism Geographies, 20(4): 589-609. DOI: https://doi.org/10.1080/14616688.2017.1381985
[32] Sica, E., Sisto, R., Bianchi, P., and Cappelletti, G. 2020. Inclusivity and responsible tourism: Designing a trademark for a national park area. Sustainability, 13(1): 13. DOI: https://doi.org/10.3390/su13010013
[33] Simpson, G. D., et al. 2020. Importance-performance analysis to inform visitor management at marine wildlife tourism destinations. Journal of Tourism Futures, 6(2): 165-180. DOI: https://doi.org/10.1108/JTF-11-2018-0067
[34] Singjai, K., Winata, L., and Kummer, T. F. 2018. Green initiatives and their competitive advantage for the hotel industry in developing countries. International Journal of Hospitality Management, 75: 131-143. DOI:https://doi.org/10.1016/j.ijhm.2018.03.007
[35] Sisto, R., Cappelletti, G. M., Bianchi, P., and Sica, E. 2022. Sustainable and accessible tourism in natural areas: A participatory approach. Current Issues in Tourism, 25(8): 1307-1324. DOI: https://doi.org/10.1080/13683500.2021.1920002
[36] Sopha, C., Jittithavorn, C., and Lee, T. J. 2019. Cooperation in health and wellness tourism connectivity between Thailand and Malaysia. International Journal of Tourism Sciences, 19(4): 248-257. DOI:https://doi.org/10.1080/15980634.2019.1706027
[37] Szmukler, G., Daw, R., and Callard, F. 2014. Mental health law and the UN Convention on the rights of persons with disabilities. International Journal of Law and Psychiatry, 37(3): 245-252. DOI:https://doi.org/10.1016/j.ijlp.2013.11.024
[38] United Nations. (2022). Department of Economic and Social Affairs: Sustainable Development. Reduce inequality within and among countries. Available at: https://sdgs.un.org/goals/goal10
[39] Weiss, D. J., et al. 2018. A global map of travel time to cities to assess inequalities in accessibility in 2015. Nature, 553(7688): 333-336. DOI: https://doi.org/10.1038/nature25181
[40] Yin, J., Cheng, Y., Bi, Y., and Ni, Y. 2020. Tourists perceived crowding and destination attractiveness: The moderating effects of perceived risk and experience quality. Journal of Destination Marketing and Management, 18, 100489. DOI: https://doi.org/10.1016/j.jdmm.2020.100489
[41] ENAT 2023. What is "Accessible Tourism"?. European Network for Accessible Tourism. Available at: https://www.accessibletourism.org/
Published
2024-02-29
How to Cite
FUCHS, Kevin.
An Importance-Performance Analysis of Accessible Tourism: A Tourist and Resident Perspective with Empirical Insights from Phuket.
Journal of Environmental Management and Tourism, [S.l.], v. 15, n. 1, p. 107 - 118, feb. 2024.
ISSN 2068-7729.
Available at: <https://journals.aserspublishing.eu/jemt/article/view/8326>. Date accessed: 26 dec. 2024.
doi: https://doi.org/10.14505/jemt.v15.1(73).09.
Section
Article
Copyright© 2024 The Author(s). Published by ASERS Publishing 2024. This is an open access article distributed under the terms of CC-BY 4.0 license.