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Abstract
Teye,
V. B. and Leclerc, D. "Product and service delivery satisfaction
among North American cruise
passengers," Tourism
Management,
1998, 19:2, 153-160
A
cluster sample was used to obtain a representative sample of all
passengers on
board two different seven day
itineraries in
the Caribbean during the summers
of 1993 and 1994. A response
rate of 90% was obtained from the selected sample (n=491). The results
are used
to discuss the importance of the cruise product and service delivery
within the
context of some of the unique characteristics of the cruise line
industry by
examining passengers' satisfaction with a number of cruise product and
service
delivery components. The results of the study show that, overall,
passengers'
expectations were met or exceeded but there were key product and
service
delivery areas which provided cruise ship guests with the most
satisfaction.
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