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Cruise Travelers’ Service Perceptions: A Critical Content Analysis

Sustainability, 2020-09, Vol.12 (17), p.6702 [Peer Reviewed Journal]

2020. This work is licensed under http://creativecommons.org/licenses/by/3.0/ (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. ;ISSN: 2071-1050 ;EISSN: 2071-1050 ;DOI: 10.3390/su12176702

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  • Title:
    Cruise Travelers’ Service Perceptions: A Critical Content Analysis
  • Author: Arasli, Huseyin ; Saydam, Mehmet Bahri ; Kilic, Hasan
  • Subjects: Brand loyalty ; Content analysis ; Cruise lines ; Cruise ships ; Customer satisfaction ; Entertainment ; Food ; Food quality ; Influence ; Internet ; Passengers ; Perceptions ; Ports ; Quality of service ; Questionnaires ; Ships ; Studies ; Tourism ; Travel ; User generated content
  • Is Part Of: Sustainability, 2020-09, Vol.12 (17), p.6702
  • Description: This paper examines the main elements of online reviews left by popular cruise ships’ travelers. The eight most popular cruise ships were selected. We aimed to pinpoint the service quality experiential perceptions of cruise travelers regarding their higher or lower value for money ratings. Leximancer 4.5 software was used to derive the linkage and co-occurrence between service concepts in the online narratives of 2000 guests from Cruisecritic.com. The evaluation showed 10 areas addressed by the descriptions of the cruise’s perceived quality. These are “ship,” “staff,” “food,” “entertainment,” “room,” “area,” “embarkation,” “excursion” “disembarkation,” and “port.” Furthermore, the results highlight themes like “ship,” “staff,” “food,” “entertainment,” “room,” and “area” as belonging to the high-satisfaction group (excellent/very good), while “embarkation,” “disembarkation,” “excursion,” and “port” belong to the low-satisfaction group (poor/terrible). The study offers useful insights into cruise travelers’ general perceived experience according to user-generated content, and enables the identification of the main themes associated with different satisfaction groups.
  • Publisher: Basel: MDPI AG
  • Language: English
  • Identifier: ISSN: 2071-1050
    EISSN: 2071-1050
    DOI: 10.3390/su12176702
  • Source: GFMER Free Medical Journals
    ROAD: Directory of Open Access Scholarly Resources
    ProQuest Central
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