Cruising in Asia: what can we dig from online cruiser reviews to understand their experience and satisfaction

Tao, Shuting; Kim, Hak-Seon

doi:10.1080/10941665.2019.1591473

Cited by 41 publications

(36 citation statements)

References 59 publications

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“…Only a few studies have focused on the cruise domain using online reviews [40,41]. Service quality is the most prevalent factor found in the literature [42].…”

Section: Service Quality In the Cruise Industrymentioning

confidence: 99%

Cruise Travelers’ Service Perceptions: A Critical Content Analysis

2020

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This paper examines the main elements of online reviews left by popular cruise ships’ travelers. The eight most popular cruise ships were selected. We aimed to pinpoint the service quality experiential perceptions of cruise travelers regarding their higher or lower value for money ratings. Leximancer 4.5 software was used to derive the linkage and co-occurrence between service concepts in the online narratives of 2000 guests from Cruisecritic.com. The evaluation showed 10 areas addressed by the descriptions of the cruise’s perceived quality. These are “ship,” “staff,” “food,” “entertainment,” “room,” “area,” “embarkation,” “excursion” “disembarkation,” and “port.” Furthermore, the results highlight themes like “ship,” “staff,” “food,” “entertainment,” “room,” and “area” as belonging to the high-satisfaction group (excellent/very good), while “embarkation,” “disembarkation,” “excursion,” and “port” belong to the low-satisfaction group (poor/terrible). The study offers useful insights into cruise travelers’ general perceived experience according to user-generated content, and enables the identification of the main themes associated with different satisfaction groups.

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“…Only a few studies have focused on the cruise domain using online reviews [40,41]. Service quality is the most prevalent factor found in the literature [42].…”

Section: Service Quality In the Cruise Industrymentioning

confidence: 99%

Cruise Travelers’ Service Perceptions: A Critical Content Analysis

2020

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“…Service quality can be defined as a consumer's overall impression of the relative efficiency of the organization [8]. In addition, customer satisfaction can be defined as experience made on the basis of a specific service encounter, and it is contributed to customer loyalty, repeat purchase, favorable word-of-mouth (WOM), and ultimately higher profitability [16].…”

Section: Customer Experience Satisfaction and Online Reviewmentioning

confidence: 99%

“…The big data intensifies the need for sophisticated statistics and analytical skills. The big data technologies are providing unprecedented opportunities for statistical inference on massive analysis, but they also bring new challenges to be addressed, especially when compared to the analysis of carefully collected smaller data sets [16].…”

Section: Big Data Analysismentioning

confidence: 99%

Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review

Ban

Kim

2019

Sustainability

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This study was conducted to understand customer experience and satisfaction through airline passengers' online review. To achieve the purpose of this study, the semantic network analysis was conducted qualitatively by collecting reviews in top 10 airlines selected by Skytrax (airlinequality.com). In addition, this study quantitatively identified the relationship among six evaluation factors (seat comfort, staff, food and beverage (F&B), entertainment, ground service, and value for money), customer satisfaction and recommendation. This study collected 9632 reviews from the Skytrax. Through a CONCOR (CONvergence of iterated CORrelation) analysis, keywords were grouped into six clusters (seat comfort, staff, entertainment, ground service, value for money, and airline brand). Through the linear regression analysis, all evaluation factors except 'entertainment' factor significantly had impact on customer satisfaction and recommendation. These results showed that understanding online review can provide both academic implication and practical implication to develop sustainable strategy in the airline industry.

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“…In the hospitality and tourism field, researchers have investigated the role of online reviews in predicting booking intentions or customer satisfaction [41][42][43][44][45][46][47][48]. For example, based on TripAdvisor comments of Hong Kong hotels, Li et al [35] identified six attributes affecting customers' satisfaction, namely value, location, sleep, room, cleanliness, and service.…”

Section: Online Customer Reviewsmentioning

confidence: 99%

Exploring the Salient Attributes of Short-Term Rental Experience: An Analysis of Online Reviews from Chinese Guests

Guo

Wang

2019

Sustainability

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Although China has become an emerging market in the peer-to-peer (P2P) accommodation industry, no research has been conducted to examine Chinese guests' experience with short-term rentals. This study aims to investigate major service attributes that influence Chinese guests' experiences and satisfaction with P2P accommodations by analyzing online reviews on the Xiaozhu sharing economy platform in China. Using text mining and content analysis method, the study found that Chinese guests who stayed in entire houses/apartments and private rooms frequently mentioned "host service," "cleanliness," "location and transportation," and "living environment." In addition, the guests who stayed in private rooms cared more about "security and privacy" and "value for money." Those who stayed in entire houses cared more about the facilities, with a particular focus on the aspects of the kitchen. Finally, the guests who stayed in private rooms valued social interaction with the host more and left a lower proportion of negative reviews related to "host service" than those who stayed in entire houses. This study provides a comprehensive understanding of the Chinese guests' experience.

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Cruising in Asia: what can we dig from online cruiser reviews to understand their experience and satisfaction

Cited by 41 publications

References 59 publications

Cruise Travelers’ Service Perceptions: A Critical Content Analysis

Cruise Travelers’ Service Perceptions: A Critical Content Analysis

Understanding Customer Experience and Satisfaction through Airline Passengers’ Online Review

Exploring the Salient Attributes of Short-Term Rental Experience: An Analysis of Online Reviews from Chinese Guests

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