Tourist Behavior in the Cruise Industry Post-COVID-19: An Examination of Service Quality, Corporate Image, and Intentions to Pay and Revisit

Alonazi, Bodur S.; Hassan, Thowayeb H.; Abdelmoaty, Mostafa A.; Salem, Amany E.; Saleh, Mahmoud I.; Helal, Mohamed Y.; Mohamed, Yasser Ahmed; Abuelnasr, Magdy Sayed; Gebreslassie, Daniel Alemshet; Aleedan, Mona Hamad; Radwan, Salaheldeen H.

doi:10.3390/su15118623

Cited by 2 publications

(1 citation statement)

References 88 publications

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“…In services, some studies recognised the indirect effect of service quality on behavioural intention, mediated by the satisfaction variable [41,46], and a variety of works have even shown that service quality directly influences customer behavioural intention [59][60][61]. In turn, some researchers have also revealed the existence of significant correlations and significant direct effects between the perceived quality and the customer's behavioural intention, in the nautical tourism segment [62], in the domain of sports [63] and education [42,43,45].…”

Section: Perceived Quality and Behavioural Intentionmentioning

confidence: 99%

Fostering Customer Loyalty in Kitesurfing: The Case of a Nautical Sports Centre in Portugal

Soares,

Carvalho,

Mourão

2023

Sustainability

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In this study, the relationship between service quality, customer satisfaction, and behavioural intention is investigated within a specialised nautical sports centre that offers kitesurfing in Portugal. Using a path analysis model, this study aims to evaluate the effect of the dimensions of service quality on satisfaction and behavioural intention, as well as the effect of satisfaction on the customer’s behavioural intention. According to the results, customer satisfaction is influenced directly by service quality dimensions such as responsiveness, assurance, empathy, and tangibility. This, in turn, positively impacts their behavioural intention to make future purchases. The responsiveness dimension directly affects behavioural intention, while empathy contributes to it indirectly through customer satisfaction. This study addresses a gap in current water sports research by examining the antecedents of customers’ behavioural intention, for the first time, to a nautical sports centre, deriving important managerial implications. Thus, to increase customer satisfaction and increase the likelihood of repeating their experience, it is advised that the sports centre implement clear work procedures, offer training to staff on responsiveness and empathy, and regularly gather feedback from customers to facilitate continuous improvement of their service design.

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Section: Perceived Quality and Behavioural Intentionmentioning

confidence: 99%

Fostering Customer Loyalty in Kitesurfing: The Case of a Nautical Sports Centre in Portugal

Soares,

Carvalho,

Mourão

2023

Sustainability

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Study of service quality, price sensitivity, and passenger satisfaction in India’s airline sector

Wilfred,

V. Rama Prasad,

P. Senthil Kumar

2024

Innovative Marketing

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Understanding the determinants of customer satisfaction is crucial for airlines to maintain and grow their customer base. This study aims to analyze how various service quality dimensions and prices impact airline attractiveness using the service quality (SERVQUAL) model. Data were collected from 400 respondents through an online questionnaire using the convenience sampling method. The respondents included a diverse mix of frequent flyers, occasional travelers, and business professionals, ensuring a comprehensive understanding of passenger perspectives in the Indian airline sector. This study tested the hypotheses by analyzing the data using structural equation modelling (SEM) to understand the relationships between service quality attributes, price, passenger satisfaction, and airline attractiveness. The results indicate that empathy, price, tangibles, and satisfaction determinants positively develop attractiveness among passengers to use and continue in airline services. The relationships between empathy and satisfaction (β = 0.130, t = 2.317, p = 0.021), tangibles and satisfaction (β = 0.214, t = 4.321, p = 0.000), price and satisfaction (β = 0.425, t = 7.825, p = 0.000) were statistically significant, and satisfaction positively influenced airline attractiveness (β = 0.895, t = 75.529, p = 0.000). The assurance, reliability, responsiveness attributes must improve to attract passengers. The results provide insights into aviation industry and help them to make better policies and strategies to implement services and customer satisfaction to sustain heavy aviation competition in India. AcknowledgmentThe authors express gratitude to GITAM University, department heads, leadership of department of management and all individuals who have supported and contributed to the successful execution of this study.

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Tourist Behavior in the Cruise Industry Post-COVID-19: An Examination of Service Quality, Corporate Image, and Intentions to Pay and Revisit

Cited by 2 publications

References 88 publications

Fostering Customer Loyalty in Kitesurfing: The Case of a Nautical Sports Centre in Portugal

Fostering Customer Loyalty in Kitesurfing: The Case of a Nautical Sports Centre in Portugal

Study of service quality, price sensitivity, and passenger satisfaction in India’s airline sector

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