What does cruise passengers’ satisfaction depend on? Does size really matter?
In a market characterized by gigantism and the trend toward the Las Vegas resort concept, our paper seeks to analyze passenger satisfaction when faced with the dilemma of a wider array of facilities and services, but at the cost of a cruise “en masse”. A sample of 105 thousand passenger ratings of 1...
| Autores: | , |
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| Tipo de recurso: | artículo |
| Estado: | Versión publicada |
| Fecha de publicación: | 2018 |
| País: | España |
| Institución: | Universidad de Sevilla (US) |
| Repositorio: | idUS. Depósito de Investigación de la Universidad de Sevilla |
| OAI Identifier: | oai:idus.us.es:11441/147587 |
| Acceso en línea: | https://hdl.handle.net/11441/147587 https://doi.org/10.1016/j.ijhm.2018.03.013 |
| Access Level: | acceso abierto |
| Palabra clave: | Cruises Satisfaction Mega cruise ships Online customer reviews |
| Sumario: | In a market characterized by gigantism and the trend toward the Las Vegas resort concept, our paper seeks to analyze passenger satisfaction when faced with the dilemma of a wider array of facilities and services, but at the cost of a cruise “en masse”. A sample of 105 thousand passenger ratings of 134 vessels and 9 different cruise brands reveals a clear negative relationship between passenger satisfaction and vessels’ gigantism and, to a lesser extent, modern design. Satisfaction also seems to significantly depend on three groups of factors: the cruise line experience; the vessel’s intrinsic characteristics, although its construction cost has no effect, and passengers’ own profiles: their ratings clearly depend on their motivations for choosing a particular cruise but are not influenced by expert opinion of the vessel. So, predicting customer satisfaction for such a complex tourism product is a challenge for future planning in this sector |
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