본문 바로가기
KERD
논문KCI 등재

글로벌 팬데믹 진행단계에 따른 크루즈여행 만족도 비교 연구: tripadvisor.com 온라인 리뷰 데이터 활용

A Study of Satisfaction of Cruise tour by Global Pandemic Development: Analysing online review date on tripadvisor.com

0

조회

0

다운로드

0

인용

0

참고문헌

키워드

주제분류학제간연구

초록

The COVID-19 global pandemic has had an unprecedented impact on the entire cruise industry. This study aims to provide an understanding of the differences on Cruise Tour Satisfaction(CTS) and of the factors that affect CTS by the global pandemic development – before, during, and after the pandemic. 977 online review data of Costa Cruises on Tripadvisor, the world’s largest travel review platform, was collected and analyzed the overall satisfaction and multi-criteria cruise services – cabin, service, onboard activities, value, dining, pool & sundecks and entertainment by the global pandemic development. Key findings include the impacts of cruise service factors on the overall satisfaction by the global pandemic development. Recommendations and suggestions are proposed to adopt and improve CTS in the ‘new normal’ era.

Abstract

The COVID-19 global pandemic has had an unprecedented impact on the entire cruise industry. This study aims to provide an understanding of the differences on Cruise Tour Satisfaction(CTS) and of the factors that affect CTS by the global pandemic development – before, during, and after the pandemic. 977 online review data of Costa Cruises on Tripadvisor, the world’s largest travel review platform, was collected and analyzed the overall satisfaction and multi-criteria cruise services – cabin, service, onboard activities, value, dining, pool & sundecks and entertainment by the global pandemic development. Key findings include the impacts of cruise service factors on the overall satisfaction by the global pandemic development. Recommendations and suggestions are proposed to adopt and improve CTS in the ‘new normal’ era.

참고문헌 (36)

  1. 권태일, "IPA를 이용한 크루즈 관광객의 선택속성과 만족도, 재이용의도, 추천의도 간의 영향관계 연구", 호텔경영학연구, 28(2), pp.217~232 (2019), 한국호텔외식관광경영학회[DOI]
  2. 김동국, "코퍼스 기반 COVID-19 팬데믹을 전후한 크루즈 고객리뷰 키워드 분석", 인문사회과학연구, 23(3), pp.329~350 (2022), 인문사회과학연구소[DOI]
  3. 김은미, "온라인 리뷰의 감성분석과 순환신경망을 적용한국내 인바운드 관광수요 예측 모형", 관광연구저널, 35(3), pp.69~79 (2021), 한국관광연구학회[DOI]
  4. 김진화, "온라인 리뷰를 활용한 사용자 이해 및 서비스 가치 증대", 정보시스템연구, 20(2), pp.21~36 (2011), 한국정보시스템학회
  5. 김홍범, "데이터마이닝을 활용한 외국인 호텔 고객의 온라인 평점 분석에 관한 연구", 호텔경영학연구, 28(4), pp.159~176 (2019), 한국호텔외식관광경영학회[DOI]
  6. 김혜진, "크루즈 관광의 물리적 및 사회적 서비스 스케이프가 지각된 가치, 전반적 만족, 행동의도에 미치는 영향", 관광연구논총, 35(3), pp.193~215 (2023), 관광연구소
  7. 노형남, "워드 클라우드에 의한 환대 경영 전략", 관광연구, 29(4), pp.335~353 (2014), 대한관광경영학회
  8. "미국질병통제예방센터 홈페이지" (2023)[URL]
  9. 박영기, "크루즈관광 상품속성이 관광만족에 미치는 영향 - 일본방문 한국인 관광객을 중심으로 -", 관광연구, 25(1), pp.439~459 (2010), 대한관광경영학회
  10. "스타티스타 홈페이지" (2023)[URL]
  11. 이병효, "화장품 기업의 가회적 책임활동과 관게품질, 가격이 구매행동에 미치는 영향 분석", 박사, pp.2017
  12. 이학식, "소비자 만족", 불만족 판단과정에서 인지적 반응과 감성적 반응의 효과:제품성과에 대한 기능적 편익과 심리적 편익의 구분에 따른 연구, 2007, pp.22(2), 1~20[DOI]
  13. 이현주, "동북아 크루즈승객의 크루즈 만족도 분석: Cruisecritic.com 온라인 리뷰의 활용", 관광연구, 30(6), pp.343~362 (2015), 대한관광경영학회
  14. 최정윤, "코로나19 전과 후 스테이케이션 만족도 영향 요인: 호캉스 온라인 리뷰를 중심으로", 관광레저연구, 34(9), pp.381~400 (2022), (사)한국관광레저학회
  15. 새 일상 시대, 방한 크루즈관광 유치마케팅 추진 방안, "한국관광공사", ~ (2020)
  16. 한철환, "크루즈 기항지와 선사서비스 속성이 고객만족에 미치는 영향", 한국항만경제학회지, 35(4), pp.67~84 (2019), 한국항만경제학회[DOI]
  17. Buzova, D., "‘Tour me onshore’ : understanding cruise tourists’ evaluation of shore excursions through text mining", Journal of Tourism and Cultural Change, 17(3), pp.356~373 (2019)
  18. Chua, B. L., "Cruise Passengers’ Perception of Key Quality Attributes of Cruise Lines in North America", Journal of Hospitality Marketing & Management, 25(3), pp.346~371 (2015)
  19. 2020 State Of The Cruise Industry Outlook, "CLIA", ~ (2020)
  20. The State of The Cruise Industry 2023, "CLIA", ~ (2023)
  21. Fang, B., "Analysis of the perceived value of online tourism reviews : Influence of readability and reviewer characteristics", Tourism Management, 52, pp.498~506 (2016)
  22. Floyd, K., "How online product reviews affect retail sales : A meta-analysis", Journal of retailing, 90(2), pp.217~232 (2014)
  23. Hlee, S., "Hospitality and tourism online review research : A systematic analysis and heuristic-systematic model", Sustainability, 10(4), pp.1141~ (2018)
  24. Irudeen, R., "Big data solution for Sri Lankan development: A case study from travel and tourism", 2013 international conference on advances in ICT for emerging regions (ICTer), pp.207~216 (2013), IEEE
  25. Litvin, S. W., "Electronic word-of-mouth in hospitality and tourism management", Tourism management, 29(3), pp.458~468 (2008)
  26. Manolitzas, P., "Improving customer experience in the cruise industry in the post pandemic era", Cogent Business & Management, 9(1), pp.2143309~ (2022)
  27. Muritala, B. A., "A bibliometric analysis of online reviews research in tourism and hospitality", Sustainability, 12(23), pp.9977~ (2020)
  28. O'connor, P., "Managing a hotel's image on TripAdvisor", Journal of hospitality marketing & management, 19(7), pp.754~772 (2010)
  29. Sangkaew, N., "Understanding tourists’ experiences at local markets in Phuket : An analysis of TripAdvisor reviews", Journal of Quality Assurance in Hospitality & Tourism, 23(1), pp.89~114 (2022)
  30. Satta, G., "Word of mouth and satisfaction in cruise port destinations", Tourism Geographies, 17(1), pp.54~75 (2015)
  31. Does TripAdvisor makes hotels better, "Smyth, P. C. B.", Derek Greene School of Computer Science & Informatics, University College Dublin Belfield, ~ (2010)
  32. Su, L., "The impact of online reviews on destination trust and travel intention : The moderating role of online review trustworthiness", Journal of Vacation Marketing, 28(4), pp.406~423 (2022)
  33. Taecharungroj, V., "Analysing TripAdvisor reviews of tourist attractions in Phuket, Thailand", Tourism Management, 75, pp.550~568 (2019)
  34. Wang, S., "Cruise vacation experiences for Chinese families with young children", Tourism Review, 77(3), pp.815~840 (2022)
  35. Westbrook, R. A., "Value-percept disparity: an alternative to the disconfirmation of expectations theory of consumer satisfaction", ACR North American Advances (1983)
  36. Zhou, J., "The impacts of COVID-19 on the cruise industry based on an empirical study in China", Marine Policy, 153, pp.105631~ (2023)

관련 논문AI추천

이 간행물의 다른 논문 (27건)