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Tourist Services Consumer Satisfaction (Cruises)


  • Janetta Sîrbu


The study of consumer behavior determines an adequate knowledge of the concepts, of the tourism communication system, the steps necessary for research, information and influencing factors: needs and desires, personality, lifestyle, attitudes and preferences of consumers. This work analyzes the consumer travel behavior in the society Clasic International Cruisees by applying a passenger survey. The questionnaire was applied at the end of the stay for 400 passengers of the cruise during 07.03.2013 - 14.04.2013. Responses were interpreted in terms of statistical knowledge and results are rendered on the sources of information about cruise ships traveling, past experience, courtesy and efficiency in solving all passengers desires, daily activities offered on board, animators, schedule and efficiency of the Director of the cruise, the main entertainment options, the diversity of performances, excursions held, services on board, cabin based analysis, the supply of food in the restaurant, bar services, general opinions about and the degree of passengers expectations that were accomplished.

Suggested Citation

  • Janetta Sîrbu, 2013. "Tourist Services Consumer Satisfaction (Cruises)," Annales Universitatis Apulensis Series Oeconomica, Faculty of Sciences, "1 Decembrie 1918" University, Alba Iulia, vol. 2(15), pages 1-40.
  • Handle: RePEc:alu:journl:v:2:y:2013:i:15:p:40

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    consumer; satisfaction; tourism; questionnaire;

    JEL classification:

    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • M37 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Advertising


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