DOI QR코드

DOI QR Code

The Effects of Services at a Cruise Ship Port on Cruise Tourists' Satisfaction and Loyalty

크루즈 기항지의 서비스가 크루즈 관광객의 여행만족과 충성도에 미치는 영향

  • Received : 2014.08.22
  • Accepted : 2014.09.16
  • Published : 2014.10.28

Abstract

It has been known that cruise tourism adds value in the local industry and its impacts on regional economy are tremendous. From this point of view, identifying services provided by a cruise ship port, cruise tourists' satisfaction, and their behavioral intentions are significant issues at cruse destinations. The main purpose of this study was to identify significant service factors at the cruise ship port that have an influence on cruise tourists' satisfaction and loyalty in Jeju Island. To achieve the study purpose, a structured survey questionnaire was developed on the basis of reviewing related literatures. The survey was conducted through personal interviews at the Jeju Cruise Ship Port. In total, 386 useable samples were collected during the period from September 11 to October 29, 2012. According to the factor analysis using 15 attributes related to services at a cruise ship port, three service factors were extracted: (1) infra-services, (2) shore excursion services, and (3) attributes affecting the selection of shore excursions. Regression analyses indicated that two service factors(shore excursion services and attributes affecting the selection of shore excursions) significantly influence cruise tourists' satisfaction and loyalty. Findings in this study may be insightful and useful information to marketers or managers at cruise ship ports.

Keywords

Cruise Tourism;Services at a Cruise Ship Port;Satisfaction;Loyalty

References

  1. 윤주, 크루즈 기항지 관광 활성화 및 프로그램 육성방안 연구, 한국문화관광연구원, 2013.
  2. 조미혜, 이봉희, "강원도 크루즈/페리 기항지의 관광지 역할", 관광학연구, 제34권, 제2호, pp.77-100, 2010.
  3. J. G. Brida, M. Pulina, E. Riano, and S. Z. Aguirre, "Cruise passengers in ahomeport: a market analysis. Tour," Geogr, Vol.15, No.1, pp.68-87, 2013. https://doi.org/10.7147/GEO15.4566
  4. M. B. Lekakou, A. A. Pallis, and G. K. Vaggelas, "Which homeport in Europe: thecruise industry's selection criteria. accepted for publication," Tourismos. Vol.4, No.4, pp.215-240, 2009.
  5. X. Sun, X. Feng, and D. K. Gauri, "The cruise industry in China: Efforts, progress and challenges," International Journal of Hospitality Management, Vol.42, pp.71-84, 2014. https://doi.org/10.1016/j.ijhm.2014.05.009
  6. 제주특별자치도.제주관광공사.제주발전연구원, 외국인 크루즈 관광객 만족도 조사, 2012.
  7. 김경희, "한국 크루즈산업의 발전방안에 관한 연구: 크루선 기항 여건 및 수용태세를 중심으로", 호텔경영학연구, 제17권, 제1호, 2008.
  8. 신동찬, 크루즈기항지의 매력성평가 연구: 중국인 관광객 중심, 경기대학교대학원 석사학위논문, 2010.
  9. 곽대영, "외래크루선의 승객의 기항지 만족도-부산, 인천, 제주항 입항. 크루즈선 승객을 중심으로", 한국콘텐츠학회논문지, 제9권, 제10호, pp.389-397, 2009.
  10. V. B. Teye and D. Leclerc, "Product and service delivery satisfaction among North American cruise passengers," Tourism Management, Vol.19, No.2, pp.153-160, 1998. https://doi.org/10.1016/S0261-5177(97)00107-6
  11. H. Qu and E. W. Y. Ping, "A service performance model of Hong Kong cruise travelers' motivation factors and satisfaction," Tourism Management, Vol.20, No.2, pp.237-244, 1999. https://doi.org/10.1016/S0261-5177(98)00073-9
  12. 김도영, "크루즈여행 선택속성에 기초한 마케팅 전략에 관한 연구", Tourism Research, 제22호, pp.24-47, 2006
  13. 최용훈, "크루즈 관광산업 활성화 방안 연구", 여행학연구, 제29권, pp.107-126, 2008.
  14. J. E. Swan and A. A. Mercer, Customer Satisfaction as a Function of Equity and Disconfirmation, Bloomington In, Indiana University School of Business, 1981.
  15. J. L. M. Tam, "The effects of service quality, perceived value and customer satisfaction on behavioral intentions," Journal of Hospitality & Leisure Marketing, Vol.6, No.4, pp.31-43, 2000.
  16. J. J. Cronin, M. K. Brady, and G. T. M. Hult, "Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments," Journal of Retailing, Vol.76, No.2, pp.193-218, 2000. https://doi.org/10.1016/S0022-4359(00)00028-2
  17. 박영기, "크루즈관광 상품속성이 관광만족에 미치는 영향", 관광연구, 제25권, 제1호, pp.439-459, 2010.
  18. F. Petrick, "The role of quality, value, and satisfaction in predicting cruise passengers' behavioral intentions," Journal of Travel Research, Vol.42, pp.397-407, 2004. https://doi.org/10.1177/0047287504263037
  19. 여정태, "관광지 개발계획을 위한 설계환경의 평가에 관한 제언", 경기대학교논문집, 제32권, pp.359-382, 1993.
  20. 조장현, 권종현, "유럽관광지 매력속성의 기대수준과 만족수준 평가 재방문/추천과의 관계연구", 관광연구, 제25권, 제2호, pp.19-34, 2004.
  21. 김원인, "관광지의 공간환경에 대한 의사결정자의 관광매력속성평가에 관한연구", 대한관광경영학회 논문집, 제4권, pp.71-85, 1994.