[SERVICE QUALITY IN CRUISE INDUSTRY.]

by

Acknowledgement

I would take this opportunity to thank my research supervisor, family and friends for their support and guidance without which this research would not have been possible.

DECLARATION

I, [type your full first names and surname here], declare that the contents of this dissertation/thesis represent my own unaided work, and that the dissertation/thesis has not previously been submitted for academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the University.

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ABSTRACT

The purpose of the current study was to examine the relationships between passenger satisfaction, what actually passenger wants i.e. perceived value, and Service quality in their prediction of intentions and positive word of mouth (Including word of mouth and electronic word of mouth) in the Cruise Industry. These constructs have been examined using the UGC (User generated content) from three distinctly different perspectives, resulting in three competing Models. To explore ensure forums using U-G-C from cruise passengers feedback and commentsThus, the Satisfaction Model, perceived Value Model, and Service quality Model were utilized to assess which one best explains cruise passengers' behavioral intentions. Results revealed that the service quality is the best the best predictor of intentions of the passengers. Service quality was found to have both a moderated and direct effect on passenger's behavioral intentions. Specific theoretical and managerial implications are discussed.

Table of Contents

CHAPTER 1: INTRODUCTION6

Objectives10

Purpose Of The Study10

Hypothesis11

CHAPTER 2: LITERATURE REVIEW14

Consumer Satisfaction14

Service quality16

Perceived Value18

Relationships between the Variables23

Service Quality In The Hospitality And Tourism Industry27

Policy Communities in the Cruise Ship Industry28

Environmental Policy-making in the Cruise Ship Industry29

Cruise Ship Discharges30

Environmental Effects of Sewage31

CHAPTER 3: METHODOLOGY33

Measures33

Sample34

CHAPTER 4: RESULTS AND DISCUSSION36

Result36

Hypothesis Testing37

CHAPTER 5: CONCLUSION42

REFERENCES47

APPENDIX61

TABLE 161

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CHAPTER 1: INTRODUCTION

Most tourism managers would acknowledge that they strive to provide service quality and satisfying and valuable experiences to their passengers in hopes that visitors will desire to repurchase the experience. Past research has suggested that each of these constructs (value, satisfaction, and service quality) should be measured to understand more thoroughly why tourists decide to return and/or provide positive word of mouth publicity regarding their experiences (Baker and Crompton 2007; Getty and Thompson 2004; Petrick and Backman 2002a; Petrick, Morais, and Norman 2001; Tam 2007). Yet, tourism managers often use these conceptually different constructs interchangeably, thus utilizing only one measure (or worse yet, none) to represent the antecedents of repurchase. By understanding the relationships among the antecedents of repurchase, and their determinants, tourism managers would be better equipped to alter their provisions and marketing efforts to maximize their use of resources.

Perceived value (Jayanti and Ghosh 2006; Petrick and Backman 2002b), satisfaction (Spreng, Mackenzie, and Olshavsky 2006; Petrick and Backman 2002c), and service quality (Baker and Crompton 2007; Oh 2009) all have been shown to be good predictors of repurchase intentions. Research has also shown that these concepts are quite distinct (Caruana, Money, and Berthon 2007). According to Cronin and Taylor (2004), service service quality perceptions reflect a consumer's evaluative perception of a service encounter at a specific point in ...