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


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.


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


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