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Qualities of effective cruise marketing strategy: Cruisers’ experience, service convenience, values, satisfaction and revisit intention

Milad Kalantari Shahijan (UTM Razak School of Engineering and Advanced Technology, Universiti Teknologi Malaysia (UTM), Kuala Lumpur, Malaysia) (International Center of Qeshm, Payame Noor University (PNU), Qeshm, Iran)
Sajad Rezaei (School of Business, Economics and Social Sciences, Universität Hamburg, Hamburg, Germany)
Muslim Amin (Taylor’s Business School, Taylor’s University, Subang Jaya, Malaysia)

International Journal of Quality & Reliability Management

ISSN: 0265-671X

Article publication date: 29 November 2018

1887

Abstract

Purpose

The purpose of this paper is to investigate the qualities of delighted cruise travelling experience and proposed cruisers’ experience, service convenience and perceived overall value as the drivers of cruisers’ satisfaction and revisit intention. Thus, the attributes of an effective cruise-marketing strategy in formulating consumer’s recreational experiences are examined.

Design/methodology/approach

A total of 287 questionnaires were collected and structural equation modelling technique was used to analyse data obtained from cruise travellers.

Findings

The empirical results indicated that service convenience and cruisers’ experience significantly influence perceived overall cruisers’ satisfaction and revisit intention, whereas perceived overall cruise value influences perceived overall cruisers’ satisfaction but not cruisers’ revisit intention. Furthermore, empirical assessments support that service convenience is a higher-order model (reflective-reflective) consisting of decision convenience, access convenience, transaction convenience, benefit convenience and post-benefit convenience.

Originality/value

This research is among ongoing attempts that have been carried out regarding the qualities of cruise satisfaction and revisits intention and uncovers recreational experiences to propose an effective cruise-marketing strategy.

Keywords

Citation

Shahijan, M.K., Rezaei, S. and Amin, M. (2018), "Qualities of effective cruise marketing strategy: Cruisers’ experience, service convenience, values, satisfaction and revisit intention", International Journal of Quality & Reliability Management, Vol. 35 No. 10, pp. 2304-2327. https://doi.org/10.1108/IJQRM-07-2017-0135

Publisher

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Emerald Publishing Limited

Copyright © 2018, Emerald Publishing Limited

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