Cruise passengers’ perception of key quality attributes of cruise lines in North America
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 accommod...
| Main Authors: | , , , , |
|---|---|
| Format: | Article |
| Language: | English |
| Published: |
Taylor & Francis
2016
|
| Online Access: | http://psasir.upm.edu.my/id/eprint/55400/ http://psasir.upm.edu.my/id/eprint/55400/1/Cruise%20passengers%E2%80%99%20perception%20of%20key%20quality%20attributes%20of%20cruise%20lines%20in%20North%20America.pdf |
| _version_ | 1848852792204066816 |
|---|---|
| author | Chua, Bee-Lia Ben, Goh Huffman, Lynn Jai, Catherine Karim, Shahrim |
| author_facet | Chua, Bee-Lia Ben, Goh Huffman, Lynn Jai, Catherine Karim, Shahrim |
| author_sort | Chua, Bee-Lia |
| building | UPM Institutional Repository |
| collection | Online Access |
| description | 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. |
| first_indexed | 2025-11-15T10:43:42Z |
| format | Article |
| id | upm-55400 |
| institution | Universiti Putra Malaysia |
| institution_category | Local University |
| language | English |
| last_indexed | 2025-11-15T10:43:42Z |
| publishDate | 2016 |
| publisher | Taylor & Francis |
| recordtype | eprints |
| repository_type | Digital Repository |
| spelling | upm-554002017-10-04T09:45:37Z http://psasir.upm.edu.my/id/eprint/55400/ Cruise passengers’ perception of key quality attributes of cruise lines in North America Chua, Bee-Lia Ben, Goh Huffman, Lynn Jai, Catherine Karim, Shahrim 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. Taylor & Francis 2016 Article PeerReviewed application/pdf en http://psasir.upm.edu.my/id/eprint/55400/1/Cruise%20passengers%E2%80%99%20perception%20of%20key%20quality%20attributes%20of%20cruise%20lines%20in%20North%20America.pdf Chua, Bee-Lia and Ben, Goh and Huffman, Lynn and Jai, Catherine and Karim, Shahrim (2016) Cruise passengers’ perception of key quality attributes of cruise lines in North America. Journal of Hospitality Marketing and Management, 25 (3). pp. 346-371. ISSN 1936-8623 10.1080/19368623.2015.1019171 |
| spellingShingle | Chua, Bee-Lia Ben, Goh Huffman, Lynn Jai, Catherine Karim, Shahrim Cruise passengers’ perception of key quality attributes of cruise lines in North America |
| title | Cruise passengers’ perception of key quality attributes of cruise lines in North America |
| title_full | Cruise passengers’ perception of key quality attributes of cruise lines in North America |
| title_fullStr | Cruise passengers’ perception of key quality attributes of cruise lines in North America |
| title_full_unstemmed | Cruise passengers’ perception of key quality attributes of cruise lines in North America |
| title_short | Cruise passengers’ perception of key quality attributes of cruise lines in North America |
| title_sort | cruise passengers’ perception of key quality attributes of cruise lines in north america |
| url | http://psasir.upm.edu.my/id/eprint/55400/ http://psasir.upm.edu.my/id/eprint/55400/ http://psasir.upm.edu.my/id/eprint/55400/1/Cruise%20passengers%E2%80%99%20perception%20of%20key%20quality%20attributes%20of%20cruise%20lines%20in%20North%20America.pdf |