A Qualitative Review of Cruise Service Quality: Case Studies from Asia

Abstract

Although the cruise sector is considered an ‘unreplaceable’ form of tourism, with the cruise industry recording steady growth over the years, there is a lack of research and analysis on cruise ships themselves. Accordingly, this study sought to determine whether service quality differences among ships operating in the Asian market could suggest broader implications for the sustainability of the cruise industry. We chose the SERVQUAL framework for the analysis; we also employed the multiple case study method and topic synthesis to compare the service quality of three ships. Of the ships investigated—the Costa Victoria, Diamond Princess, and Superstar Virgo—the Diamond Princess had the highest service quality. Based on the results, we outlined suggestions for improving the quality of cruise services, including introducing the latest large ships and high-tech facilities, complying with the departure and arrival times of sailing schedules, improving the ratio of crew members per passenger, establishing a cruise personnel training system, and expanding membership program operations.