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A Qualitative Review of Cruise Service Quality: Case Studies from Asia

Author

Listed:
  • Yeohyun Yoon

    (School of Hotel and Tourism Management, Youngsan University, Busan 48015, Korea)

  • Kyoung Cheon Cha

    (Department of Business Administration, Dong-A University, Busan 49236, Korea)

Abstract

Although the cruise sector is considered an ‘unreplaceable’ form of tourism, with the cruise industry recording steady growth over the years, there is a lack of research and analysis on cruise ships themselves. Accordingly, this study sought to determine whether service quality differences among ships operating in the Asian market could suggest broader implications for the sustainability of the cruise industry. We chose the SERVQUAL framework for the analysis; we also employed the multiple case study method and topic synthesis to compare the service quality of three ships. Of the ships investigated—the Costa Victoria , Diamond Princess , and Superstar Virgo —the Diamond Princess had the highest service quality. Based on the results, we outlined suggestions for improving the quality of cruise services, including introducing the latest large ships and high-tech facilities, complying with the departure and arrival times of sailing schedules, improving the ratio of crew members per passenger, establishing a cruise personnel training system, and expanding membership program operations.

Suggested Citation

  • Yeohyun Yoon & Kyoung Cheon Cha, 2020. "A Qualitative Review of Cruise Service Quality: Case Studies from Asia," Sustainability, MDPI, vol. 12(19), pages 1-24, September.
    • Handle: RePEc:gam:jsusta:v:12:y:2020:i:19:p:8073-:d:422010
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    References listed on IDEAS

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    1. Byeong Cheol Lee, 2019. "The Effect of Gamification on Psychological and Behavioral Outcomes: Implications for Cruise Tourism Destinations," Sustainability, MDPI, vol. 11(11), pages 1-15, May.
    2. Diego Monferrer & José Ramón Segarra & Marta Estrada & Miguel Ángel Moliner, 2019. "Service Quality and Customer Loyalty in a Post-Crisis Context. Prediction-Oriented Modeling to Enhance the Particular Importance of a Social and Sustainable Approach," Sustainability, MDPI, vol. 11(18), pages 1-27, September.
    3. Jongsik Yu, 2019. "Verification of the Role of the Experiential Value of Luxury Cruises in Terms of Price Premium," Sustainability, MDPI, vol. 11(11), pages 1-15, June.
    4. Silvia Sanz-Blas & Daniela Buzova & Walesska Schlesinger, 2019. "The Sustainability of Cruise Tourism Onshore: The Impact of Crowding on Visitors’ Satisfaction," Sustainability, MDPI, vol. 11(6), pages 1-15, March.
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    Cited by:

    1. Xiangping Wang & Ivan Kai Wai Lai & Huajun Tang & Chuan Pang, 2022. "Coordination Analysis of Sustainable Dual-Channel Tourism Supply Chain with the Consideration of the Effect of Service Quality," Sustainability, MDPI, vol. 14(11), pages 1-24, May.
    2. Sercan Hatipoglu & Erdogan Koc, 2023. "The Influence of Introversion–Extroversion on Service Quality Dimensions: A Trait Activation Theory Study," Sustainability, MDPI, vol. 15(1), pages 1-19, January.
    3. 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.
    4. Alejandro Vega-Muñoz & Guido Salazar-Sepúlveda & Nicolás Contreras-Barraza & Lorena Araya-Silva, 2021. "Port Governance and Cruise Tourism," Sustainability, MDPI, vol. 13(9), pages 1-16, April.

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