IDEAS home Printed from https://ideas.repec.org/a/taf/rcitxx/v18y2015i5p450-464.html
   My bibliography  Save this article

The structure of customer satisfaction with cruise-line services: an empirical investigation based on online word of mouth

Author

Listed:
  • Ziqiong Zhang
  • Qiang Ye
  • Haiyan Song
  • Ting Liu

Abstract

Given the importance of the cruise segment in the tourism industry and the limited number of prior studies in the area, this study empirically explores the structure of customer satisfaction with cruise-line services by evaluating the attributes of cruises that are significant to passengers. Using 44,993 voluntarily provided customer reviews published on a cruise guide website, a stepwise regression analysis is conducted to examine the effects of the attribute performance of cruises on customer satisfaction and dissatisfaction. The findings empirically confirm the validity of the two-factor theory of customer satisfaction in the cruise tourism context. The asymmetric relationship of some attributes makes it possible to identify dissatisfiers, satisfiers, and hybrid factors for the cruise industry overall and cruises on ships of different tonnage. The results can help managers in the cruise industry understand what aspects of cruises should be given more attention to improve their competitive edge. This study is one of the first to look separately at the determinants of customer satisfaction and dissatisfaction in the emerging cruise industry and proves that the two-factor theory is applicable in a new environment.

Suggested Citation

  • Ziqiong Zhang & Qiang Ye & Haiyan Song & Ting Liu, 2015. "The structure of customer satisfaction with cruise-line services: an empirical investigation based on online word of mouth," Current Issues in Tourism, Taylor & Francis Journals, vol. 18(5), pages 450-464, May.
    • Handle: RePEc:taf:rcitxx:v:18:y:2015:i:5:p:450-464
    DOI: 10.1080/13683500.2013.776020
    as

    Download full text from publisher

    File URL: http://hdl.handle.net/10.1080/13683500.2013.776020
    Download Restriction: Access to full text is restricted to subscribers.
    File URL: https://libkey.io/10.1080/13683500.2013.776020?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. 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.
    2. Yue Jiao & Yui-yip Lau & Jing Gao, 2024. "Exploring the factors affecting cruise passengers’ perceptions of value for money expressed in online reviews," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-11, December.

    More about this item

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:taf:rcitxx:v:18:y:2015:i:5:p:450-464. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Chris Longhurst (email available below). General contact details of provider: http://www.tandfonline.com/rcit .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.