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Tourist Behavior in the Cruise Industry Post-COVID-19: An Examination of Service Quality, Corporate Image, and Intentions to Pay and Revisit

Author

Listed:
  • Bodur S. Alonazi

    (Social Studies Department, College of Arts, King Faisal University, Al Ahsa 31982, Saudi Arabia)

  • Thowayeb H. Hassan

    (Social Studies Department, College of Arts, King Faisal University, Al Ahsa 31982, Saudi Arabia
    Tourism Studies Department, Faculty of Tourism and Hotel Management, Helwan University, Cairo 12612, Egypt)

  • Mostafa A. Abdelmoaty

    (StatisMed for Statistical Analysis Services, Giza 12573, Egypt)

  • Amany E. Salem

    (Social Studies Department, College of Arts, King Faisal University, Al Ahsa 31982, Saudi Arabia
    Tourism Studies Department, Faculty of Tourism and Hotel Management, Helwan University, Cairo 12612, Egypt)

  • Mahmoud I. Saleh

    (Tourism Studies Department, Faculty of Tourism and Hotel Management, Helwan University, Cairo 12612, Egypt
    Graduate School of Management, Saint Petersburg State University, 199004 Saint Petersburg, Russia)

  • Mohamed Y. Helal

    (General Management Department, Institute of Management, Economics, and Finance, Kazan Federal University, 420008 Kazan, Russia
    Hotel Management Department, Faculty of Tourism and Hotel Management, Helwan University, Cairo 12612, Egypt)

  • Yasser Ahmed Mohamed

    (Social Studies Department, College of Arts, King Faisal University, Al Ahsa 31982, Saudi Arabia)

  • Magdy Sayed Abuelnasr

    (Social Studies Department, College of Arts, King Faisal University, Al Ahsa 31982, Saudi Arabia)

  • Daniel Alemshet Gebreslassie

    (Tourism Management Department, Archaeology and Tourism Institute, Aksum University, Axum 1010, Ethiopia)

  • Mona Hamad Aleedan

    (Educational Leadership Department, Faculty of Education, King Faisal University, Al Ahsa 31982, Saudi Arabia)

  • Salaheldeen H. Radwan

    (Tourism Studies Department, Faculty of Tourism and Hotel Management, Helwan University, Cairo 12612, Egypt)

Abstract

The COVID-19 outbreak has had detrimental consequences on the cruise industry due to the suspension of commercial cruise trips, and these effects remain apparent in Saudi Arabia. The offered service quality (SQ) in the post-COVID-19 era seems to be a critical element for improving customer experiences and satisfaction, enhancing destination attractiveness, increasing revenue, and maintaining repeat business. The current study aimed to assess the impact of service quality on tourists’ satisfaction and corporate image as well as the intention to pay for cruise trips and revisit the destination among 315 tourists in Saudi Arabia. Service quality was measured using five subscales of the SERVQUAL scale, including reliability, tangibles, responsiveness, assurance, and empathy. Tourists’ satisfaction was significantly influenced by four domains of SQ, whereas the intention to pay more, intention to revisit the destination, and corporate image were significantly predicted by ≤3 domains of SQ. The study’s findings can help the cruise industry to improve its offerings and create more personalized and engaging experiences that meet the changing needs of customers in the recovery period after the COVID-19 outbreak.

Suggested Citation

  • Bodur S. Alonazi & Thowayeb H. Hassan & Mostafa A. Abdelmoaty & Amany E. Salem & Mahmoud I. Saleh & Mohamed Y. Helal & Yasser Ahmed Mohamed & Magdy Sayed Abuelnasr & Daniel Alemshet Gebreslassie & Mon, 2023. "Tourist Behavior in the Cruise Industry Post-COVID-19: An Examination of Service Quality, Corporate Image, and Intentions to Pay and Revisit," Sustainability, MDPI, vol. 15(11), pages 1-21, May.
    • Handle: RePEc:gam:jsusta:v:15:y:2023:i:11:p:8623-:d:1155946
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    References listed on IDEAS

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