Improving customer experience in the cruise industry in the post pandemic era

Panagiotis Manolitzas, Niki Glaveli, Stergios Palamas, Evangelos Grigoroudis and Constantin Zopounidis

Cogent Business & Management, 2022, vol. 9, issue 1, 2143309

Abstract: The current research re-examines cruisers’ satisfaction in the context of online user generated content extracted from CruiseCritics through the application of Multicriteria Satisfaction Analysis Method (MUSA). MCDA methods evaluate alternative courses of action with respect to criteria that reflect the main dimensions of the decision-making problem, involving human judgment and preferences. More precisely, the present work illustrates an evidence-based decision-making approach in the areas of quality management and cruisers’ satisfaction and reveals valuable information to the decision-makers like global satisfaction indices, criteria weights and action diagrams to assist them restart and improve the performance of the cruise industry at the post pandemic era. Specifically, the analysis elucidated that the cruise industry players should reconsider the “value for money” aspect of their offering, continue investing in areas of service quality like cabins, service, and dining and closely monitor the fitness recreation, entertainment, and enrichment aspects of the cruisers’ experience.

Date: 2022
References: Add references at CitEc
Citations:

Downloads: (external link)
http://hdl.handle.net/10.1080/23311975.2022.2143309 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:oabmxx:v:9:y:2022:i:1:p:2143309

Ordering information: This journal article can be ordered from
http://cogentoa.tandfonline.com/journal/OABM20

DOI: 10.1080/23311975.2022.2143309

Access Statistics for this article

Cogent Business & Management is currently edited by Len Tiu Wright and Tahir Nisar

More articles in Cogent Business & Management from Taylor & Francis Journals
Bibliographic data for series maintained by Chris Longhurst ().