Measuring destination image of an Italian island: An analysis of online content generated by local operators and tourists

The understanding of destination image is a key point for tourism enterprises, local authorities, and policy makers. This study explores the case of Capraia, a small island located in Tuscany, to analyze how tourists (tourism demand) and local operators (tourism supply) create and communicate the island's online image. This research quantitatively examines online communication on the two sides of the tourism market to monitor the online destination image of the island of Capraia. To build on previous research in this area, this study adopts a web content mining approach to assess the characteristics of content published online. The main dimensions of destination image (as developed in the literature) are used as a basis to create a dictionary for automated content analysis. A total of 24 tourism promotion websites and 9,180 tourist Instagram posts were analyzed. Findings reveal discrepancies between the image proposed by local operators and that perceived by tourists. Local operators mostly communicate general information to discover the destination, while tourists prioritize communication based on emotional appeal and personal experience on the island. This research aims to provide support for local operators and policy makers in decisions relating to communication and in defining the island image.