Abstrakti
This paper examines the relationship between onboard environmental factors and customer overall satisfaction in the context of the cruise on-board experience. The on-board environmental factors considered are ambient, layout/design, social, product/service and on-board enjoyment factors. The study presents a data-driven framework and model for the on-board cruise experience. The data are collected from 893 respondents in an application of a self-administered online questionnaire of their cruise experience. This study reveals the cruise passengers’ on-board experience through the customer decision journey based on the publicly available data. Pearson correlation and regression analysis have been applied, and the results show a positive and a significant relationship between the environmental factors and on-board experience. These data help understand the cruise passengers’ on-board experience, which will be used for the ultimate decision-making process in cruise ship design.
| Alkuperäiskieli | Englanti |
|---|---|
| Sivut | 429-435 |
| Sivumäärä | 7 |
| Julkaisu | World Academy of Science, Engineering and Technology |
| Vuosikerta | 15 |
| Numero | 4 |
| Tila | Julkaistu - huhtik. 2021 |
| OKM-julkaisutyyppi | A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä |