A Study of Cruise Line Service Quality Using Enhanced Kano Model

• Main Authors: Hsu, Che-Wei, 許哲瑋
• Other Authors: 趙時樑
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/handle/bfu53s

碩士 === 國立臺灣海洋大學 === 航運管理學系 === 107 === Keelung Port has become an important cruise home port due to the rapid development of cruise tourism in Asia in recent years. In addition to upgrading hardwares, service quality improvement is also a vital topic for cruise carriers. In a highly competitive market, cruise carriers have set up different subsidiaries to make market segmentation. In this study, based on the traditional Kano model, this study proposed the so-called Enhanced Kano model, which can significantly increase the discriminant power of a traditional Kano model to 28 categories. This study aims to investigate the characteristics of service and standards of cruise tourism, and to discuss the impact of customer satisfaction for the service quality of the cruise industry. The Enhanced Kano model proposed in this study can identify more subtle quality attributes. Meanwhile, three new indicators designed by this study are able to measure the effects for the service items. The result of this study provides cruise carriers with a direction to improve the quality of service. In addition, the new model devised in this study can also be applied to future studies related to the Kano model.