Artículo
What does cruise passengers’ satisfaction depend on? Does size really matter?
Autor/es | Castillo Manzano, José I.
López Valpuesta, Lourdes |
Departamento | Universidad de Sevilla. Departamento de Análisis Económico y Economía Política |
Fecha de publicación | 2018 |
Fecha de depósito | 2023-06-30 |
Publicado en |
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Resumen | 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 ... 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 |
Cita | Castillo Manzano, J.I. y López Valpuesta, L. (2018). What does cruise passengers’ satisfaction depend on? Does size really matter?. International Journal of Hospitality Management, 75 (Septiembre), 116-118. https://doi.org/10.1016/j.ijhm.2018.03.013. |
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