邮轮乘客通过用户生成内容感知大流行病期间的服务质量

IF 1 Q3 ENGINEERING, MARINE
Batuhan Çullu, Nergis Özispa, Gamze Arabelen
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引用次数: 0

摘要

2019年底在武汉出现的冠状病毒疫情蔓延全球,截至2021年已造成400多万人死亡。与所有服务行业一样,邮轮行业的目标是将客户满意度保持在最高水平,但随着各艘邮轮上出现严重的冠状病毒病-2019(COVID-19)病例,邮轮行业通过了一次艰难的考验。COVID-19 大流行病的新规则反映在该行业长期停滞后重新开始航行的船舶的服务流程中。本研究的主要动机是确定影响客户感知服务质量的因素在邮轮业大流行期间是否发生了变化,因为邮轮业是应保持较高服务质量的行业之一。因此,本研究旨在确定影响邮轮乘客感知服务质量的因素,并确定大流行期间出现的新因素。为实现这一目标,本研究使用 Leximancer 软件对 2020 年 9 月至 2021 年 9 月期间在欧洲地区乘坐邮轮的 418 名乘客的在线叙述进行了分析,并确定了乘客感知服务质量的关键因素。研究结果发现,客舱位置、餐厅质量和 COVID 相关变量成为影响大流行病期间邮轮乘客感知服务质量的重要因素。此外,在前 COVID 期间作为重要变量的下船和上船也被重新归入 COVID 类别。研究还确定,在此期间,邮轮公司遵守 COVID-19 措施对客户满意度产生了积极影响。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Cruise Passengers’ Perceived Service Quality During the Pandemic Period via User-Generated Content
The coronavirus epidemic, which emerged in Wuhan at the end of 2019, spread worldwide and caused more than 4 million deaths as of 2021. The cruise industry, whose goal is to maintain customer satisfaction at the highest possible level, like all service industries, has passed a difficult test with serious coronavirus disease-2019 (COVID-19) cases that emerged on various ships. The new rules of the COVID-19 pandemic are reflected in the service processes of the ships that started to sail again after a long-term pause in the sector. The main motivation of this study is to determine whether the factors affecting customers’ perceived service quality have changed during the pandemic period in the cruise industry, which is one of the sectors where service quality should be maintained high. Therefore, this study aims to determine the factors affecting the perceived service quality of cruise passengers and determine the new factors that occurred during the pandemic. To achieve this goal, the online narratives of 418 passengers cruising in the European Region between September 2020 and September 2021 were analyzed using Leximancer software, and key elements of passengers’ perceptions of service quality were determined. As a result of the study, it was found that cabin location, restaurant quality, and COVID-related variables became significant factors affecting the perceived service quality of cruise passengers during the pandemic period. Additionally, disembarkation and embarkation, which were important variables in the pre-COVID period, were reclassified under the COVID category. The study also determined that adherence to COVID-19 measures by cruise companies positively impacted customer satisfaction during this period.
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来源期刊
CiteScore
1.30
自引率
11.10%
发文量
24
审稿时长
10 weeks
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