Publication: A Study On The Relationship Between Touchpoint And Satisfaction Of Young Cruise Tourists
Loading...
Date
2025-06
Authors
Liu, Hao
Journal Title
Journal ISSN
Volume Title
Publisher
Abstract
Young people are gradually becoming the guests of the cruise market in China, as fans of the Internet, their preference for social media has also brought new travel patterns today. New service touchpoints are increasingly being used in interactions between young cruise tourists and service providers, posing new challenges to manage the satisfaction of tourists. To accommodate the changes of cruise industry in China, 26 service touchpoints were first identified through interviews and literature review, and then an in-depth satisfaction investigation based on these touchpoints was conducted to young Chinese cruise tourists, 301 valid questionnaires were collected online and used for data analysis. Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) revealed a good fit on the construction of a new satisfaction index system of 23 service touchpoints. Structural Equation Modelling (SEM) was also used analyzing the new index system and revealed parametric relationship between different types of touchpoints and the overall satisfaction of young cruise tourists. As the main findings of this study, the new satisfaction index system consisting with 23 service touchpoints was assigned weight values using expert scoring process, it also be constructed to a system dynamic (SD) model, which can simulate the relationship between touchpoints and the overall satisfaction of cruise tourists, and forecast the responses of young tourists to the changes of each touchpoints under different market strategies.
Description
Keywords
Cruise ships , Consumer behavior—China