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Record numbers of passengers are sailing on board cruise ships, with the industry claiming high levels of customer satisfaction. Conversely, little is known about the specific factors which make up customer satisfaction with the cruise experience. The authors examine customer satisfaction data from nearly 15,000 guests of a large U.S. cruise line to determine which aspects of the cruise experience have the greatest impact on overall satisfaction and perceptions of quality.
Testa, Mark R. and Sullivan, Kate
"Customer Satisfaction, Quality in Cruise Industry,"
Hospitality Review: Vol. 20
, Article 1.
Available at: http://digitalcommons.fiu.edu/hospitalityreview/vol20/iss2/1