We evaluate the loyalty of a tourist destination considering tangible and intangible factors using the city of Porto as a case study. We observed that the main dimensions that the tourists associate with the visit and consequently with the city, in order of importance, were: i) engagement with the city of Porto, ii) identification with city of Porto, iii) Corporate Social Responsibility (CSR) of the city of Porto, iv) experiences in the city of Porto, and v) having visited visiting the city of Porto. Direct interviews were administered in the main tourist’s points in the city during the month of October 2017. The survey was only applied to the respondents who pursued tourism in the city of Porto, with 958 valid questionnaires. The questionnaire included the sociodemographic characteristics of the respondents, the evaluation of level of importance of the eleven factors related to the trip, the level of agreement with the eight statements on the engagement with Porto developed by Sprott et al. (2009) – applied for the first time to a destination - and, in the final part, the evaluation of the intention to return to city of Porto. The eleven statements related to the importance of various factors associated to the trip and the eight statements that evaluate the engagement with the city were subjected to a principal components analysis with varimax rotation in order to identify the main dimensions. A logistic regression was used to explore the determinants of the likelihood to return to Porto considering the respondents’ sociodemographic variables and the main dimensions obtained in the factorial analysis (related to the important factors on the trip and the engagement with the city). Regarding the intention to return, which is the proxy of tourists’ loyalty to the destination, we observed that it is positively influenced by the engagement with the city, the tourist’s perception of CSR, the good experience in the city and having visited the city. These results connect the political, economic and marketing objectives in the tourism sector. The goals need to be aligned and the stakeholders(visitors, local residents and business, public bodies and government) must work together to maintain a solid and unified destination image. Considering that the city of Porto has been in the spotlight at an international level as one of the top cities’ destinations, this kind of information is fundamental for Porto to continue to be an attractive city tourism destination.

• Ana Pinto Borges(European Business School and Research Group of ISAG (NIDISAG), Portugal)
• Elvira Vieira(ISAG–European Business School and Research Group of ISAG NIDISAG), IPVC-Polytechnic Institute of Viana do Castelo and UNIAG-Applied Management Research Unit, Portugal)
• Paula Rodrigues(Lusíada University-North, Portugal)