Comparative Analysis of American and Spanish Cruise Passengers' Behavioral Intentions

Abstract

Earlier studies of cross-national differences in consumer behavior in different consumption sectors have verified that cultural differences have a strong influence on consumers. Despite the importance of cross-national analysis, no studies in the literature examine the moderating effects of nationality on the construction of behavioral intentions and their antecedents among cruise line passengers. This study investigates the moderating effects of nationality on the relationships between perceived value, satisfaction, trust and behavioral intentions among Spanish and (U.S.) American passengers of cruise lines that use Barcelona as home port and port-of-call. A theoretical model was tested with a total of 968 surveys. Structural equation models (SEMs) were used, by means of a multigroup analysis. Results of this study indicated that Spaniards showed stronger relationships between trust and behavioral intentions, and between emotional value and satisfaction. Americans presented stronger relationships between service quality and satisfaction, and between service quality and behavioral intentions.KEYWORDS | Nationality, behavioral intentions, trust, satisfaction, perceived value. RESUMO

Kepercayaan Dan Sikap Konsumen Terhadap Minat Pemesanan Hotel Di Traveloka

“…Hal ini secara langsung akan berpengaruh positif terhadap penggunaan informasi (Anggraini, 2008). Trust belief, merupakan ekspektasi konsumen bahwa produsen produk atau penyedia jasa tidak akan berperilaku secara oportunistik atau menguntungkan kepentingan pribadi dan tidak akan memanfaatkan situasi ketergantungan dan kerentanan yang mungkin dialami konsumen (Forgas-Coll, Palau-Saumell, Sánchez-García, & Garrigos-Simon, 2016). Trust belief adalah persepsi seseorang terhadap karakteristik orang ataupun hal lain, yang dapat mencakup kompetensi, kemampuan untuk melakukan hal yang diinginkan, integritas diri, kejujuran, dan dapat menepati janji (Gill et al, 2005).…”

A Confirmation of Elemental Factor Toward Perceived Port Quality

“…Port service encounter performance was formed from 9 items including 1) Courteous and polite employees; 2) Making passengers feel safe; 3) Always willing to help passengers; 4) Responsive to passengers' needs; 5) Carrying out passengers' requests without error; 6) Reliable service; 7) Understanding of passengers' specific needs; 8) Timeliness of service; and 9) Immigration formality (B. L. Chua et al, 2015;Forgas-Coll et al, 2015;Jiang, 2019;Kwortnik, 2008;Lyu et al, 2017;Ma et al, 2018;Muskat et al, 2019;Mustelier-Puig et al, 2018;Sanz-Blas, Carvajal-Trujillo, et al, 2017;Satta et al, 2015;Shahijan et al, 2018;Tao & Kim, 2019;Wu et al, 2018).…”

“…Timeliness of service 9. Immigration formality Adapted from (B. L. Chua et al, 2015;Forgas-Coll et al, 2015;Jiang, 2019;Kwortnik, 2008;Lyu et al, 2017;Ma et al, 2018;Muskat et al, 2019;Mustelier-Puig et al, 2018;Sanz-Blas, Carvajal-Trujillo, et al, 2017;Satta et al, 2015;Shahijan et al, 2018;Tao & Kim, 2019;Wu et al, 2018) Port Location 1. Near the cruise itineraries 2.…”

Post COVID-19: Health crisis management for the cruise industry

“…Trust is defined as customers' belief in the trustworthy behavior of cruise operators [ 53 ]. The measurement of trust contains five dimensions, which are competency, expertise, benevolence, integrity [ 54 ], and reliability [ 55 ].…”

“…In the current research, trust is defined as the customer expectation that cruise operators will have trustworthy behavior instead of opportunistic behavior of taking advantage of customers' dependence and vulnerability [ 53 ]. Trust can be measured according to expertise (i.e., cruise operators' capability to accomplish promises for customers), integrity (i.e., cruise operators' behavior has high consistency, reliability, and honesty), benevolence (i.e., cruise operators' sincere concerns of putting customers' interest and welfare in the first place), competency (i.e., cruise operators' ability to provide successful and efficient service) [ 54 ], and reliability (i.e., cruise operators' trustworthiness and consistency of service quality) [ 55 ].…”