TY - JOUR
T1 - Cruise Passengers’ Perception of Key Quality Attributes of Cruise Lines in North America
AU - Chua, Bee Lia
AU - Goh, Ben
AU - Huffman, Lynn
AU - Jai, Catherine
AU - Karim, Shahrim
N1 - Publisher Copyright:
Copyright © Taylor & Francis.
PY - 2016/4/2
Y1 - 2016/4/2
N2 - This study identified cruise passengers’ perceived importance and performance of quality attributes for cruise lines in North America by utilizing an importance–performance analysis tool. The results concluded that: (a) room temperature, behavior of other passengers, food and beverages, and accommodation require immediate attention from cruise line operators; (b) the cruise lines are succeeding in providing excellent services for their customers, as well as maintaining a high level of overall shipboard cleanliness; and (c) cruise marketing efforts should promote the attractiveness of onboard activities and facilities, including entertainment, recreation and sports facilities, fitness and health facilities, supplementary facilities, and facilities for children. Overall, the results of this study help cruise lines identify which onboard attributes need more attention and determine the areas that may be consuming too many resources.
AB - This study identified cruise passengers’ perceived importance and performance of quality attributes for cruise lines in North America by utilizing an importance–performance analysis tool. The results concluded that: (a) room temperature, behavior of other passengers, food and beverages, and accommodation require immediate attention from cruise line operators; (b) the cruise lines are succeeding in providing excellent services for their customers, as well as maintaining a high level of overall shipboard cleanliness; and (c) cruise marketing efforts should promote the attractiveness of onboard activities and facilities, including entertainment, recreation and sports facilities, fitness and health facilities, supplementary facilities, and facilities for children. Overall, the results of this study help cruise lines identify which onboard attributes need more attention and determine the areas that may be consuming too many resources.
KW - cruise line industry
KW - importance–performance analysis
KW - quality attributes
KW - satisfaction
UR - http://www.scopus.com/inward/record.url?scp=84940772712&partnerID=8YFLogxK
U2 - 10.1080/19368623.2015.1019171
DO - 10.1080/19368623.2015.1019171
M3 - Article
AN - SCOPUS:84940772712
VL - 25
SP - 346
EP - 371
JO - Journal of Hospitality Marketing and Management
JF - Journal of Hospitality Marketing and Management
SN - 1936-8623
IS - 3
ER -