Tourist Satisfaction with Hospitality Services on River Ship “Ms River Aria”

• Main Authors: Nikola Vuksanović, Karolina Simat
• Format: Article
• Language: English
• Published: University of Novi Sad 2013-07-01
• Series: Turizam
• Subjects: satisfaction; quality; hospitality service; tourist boats
• Online Access: http://www.dgt.uns.ac.rs/turizam/arhiva/vol_1703_1.pdf

The main prerequisite for a successful business of hospitality services and building customer loyalty is to develop measures for improving and development hospitality services and offer. This paper presents the results of tourists satisfaction surveys based on the measurement of expected and perceived levels of quality hospitality services on a river ship “MS River Aria” company “Grand Circle Cruise Line”. The survey was conducted between March and September 2012 on the itinerary: Amsterdam - Vienna (SGE), Amsterdam - Antwerp (SHH), Linz - Budapest (EDR) and Budapest - Constanta (LBS). A model for measuring hospitality services was developed by the company itself. During statistical data analysis, only the highest ratings, whose share was shown as percentage, were taken into account. The obtained results may be relevant for other cruise companies and contribute to the improvement of business and pleasure tourist.