Satisfaction of Passengers for On-Board Cruise Services

This report provides an overview of passenger satisfaction within the cruise industry, focusing on the impact of on-board products and services on customer experience and loyalty. It explores key factors such as luxurious accommodations, service quality, and employee interactions. The report references several academic sources to highlight the importance of customer satisfaction for cruise-line profitability and growth. It emphasizes the need for cruise lines to understand customer segments, adapt to changing customer desires, and leverage technology to enhance the overall passenger journey. The conclusion reinforces the critical role of customer satisfaction in the cruise industry's success, advocating for continuous improvement in on-board offerings and service delivery to ensure repeat business and positive recommendations.

Satisfaction of passengers for
on-board cruise products and
services

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
SATISFACTION OF PASSENGERS FOR ON-BOARD CRUISE PRODUCTS AND
SERVICES.......................................................................................................................................1
CONCLUSION................................................................................................................................2
REFERENCES................................................................................................................................3

INTRODUCTION
Cruise industry is becoming famous each day with on-board cruise products and services
have to be provided in such a way, which leads to customers’ satisfaction. This study will helpin
developing understanding about customer satisfaction with regard to on-board cruise products
and services.
SATISFACTION OF PASSENGERS FOR ON-BOARD CRUISE
PRODUCTS AND SERVICES
As per the views of Zhang and et.al., (2015) travellers are attracted towards cruises as it
provides an experience of luxurious accommodations as well as on- board products and services
while visiting numerous locations, all at once. It is pivotal for the cruise industry to keep their
passengers satisfied throughout their journey, so that they will further recommend to others,
which will in return be extremely profitable for cruise-line companies. Baker and Fulford,
(2016) argued that customers have a direct impact on purchase of products and services and it is
important to examine factors such as value, satisfaction, brand loyalty and performance. This
will help in positively impacting customer satisfaction with regard to on-board products and
services.
According to Charnykh, (2015) cruise-lines have to create customer segments, so that
they can determine responses of passengers regarding their products and services. Every
individual is unique and it is a challenging task to satisfy each one during their cruise journey.
Tews, (2018) stated that providing on-board products and services are main contributions
towards satisfying a customer. This ensures loyalty and advocacy of passengers as they face little
to no issues during their stay. Cruise industry will definitely prosper in the future if they continue
to keep their customers satisfied.
Yi, Jonathon and Liping, (2011) stated that quality products and services are key, when it
comes to cruise-line industry. Customers look for value in the things before purchasing and are
only satisfied when their needs are fulfilled. While Georgsdottir and Oskarsson, (2017) argued
that customer satisfaction helps in increasing number of passengers those who are willing to
repurchase or recommend the on-board products and services offered by the cruise-line. It was
observed that younger clients have increased and have multiple wants and desires that has to be
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fulfilled in such a way that they get satisfied. The age group of 20- 28 years consists of
maximum passengers in the cruise-line industry during recent years.
As per the view of Radic, (2018) employees play an important role in satisfying
customers, rather than products and services offered. It is the way in which staff of cruise-line
industry cater needs of passengers, that impacts customer satisfaction. The service ambience,
emotions and relationships are more crucial as compared to products. Leach, (2014) argued that
cruise-lines have to be equipped with latest technology so that customers have overall
satisfaction, as they have access to internet, television and various entertainment services. This
ensures that passengers are happy with their travel journey.
CONCLUSION
It has been concluded from the report that customer satisfaction is a critical aspect in the
cruise industry. On-board products or services have to be provided to guests in such a manner
that their loyalty increases and passengers come back for future travels. This industry can only
prosper and grow, when their customers are highly satisfied.
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REFERENCES
Books and Journals
Baker, D. M. A. and Fulford, M., 2016. Cruise passengers’ perceived value and willingness to
recommend. Tourism & Management Studies. 12(1). pp.74-85.
Charnykh, I., 2015. On Shore VS on Board. Market segmentation of Cruise passengers Visiting
Iceland and Marketing of Local Products and Services to Them (Doctoral dissertation).
Georgsdottir, I. and Oskarsson, G., 2017. Segmentation and targeting in the cruise industry: an
insight from practitioners serving passengers at the point of destination. The Business &
Management Review. 8(4). p.350.
Radic, A., 2018. Exploring the building components of on-board cruise experience. Australian
Journal of Maritime & Ocean Affairs. 10(2). pp.134-147.
Yi, S., Jonathon, G. and Liping, A., 2011. Exploring asian cruise travelers’ travel experience
and perceptions.
Zhang, Z. and et.al., 2015. The structure of customer satisfaction with cruise-line services: An
empirical investigation based on online word of mouth. Current Issues in Tourism.
18(5). pp.450-464.
Online
Tews, J., 2018. [Online]. Available through: <https://www.jdpower.com/business/press-
releases/2013-cruise-line-satisfaction-report>.
Leach, A., 2014. [Online]. Available through:
<https://www.ship-technology.com/features/featuremodern-cruising-the-ultimate-
customised-in-cabin-experience-4379574/>.
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