The Journal of Social Sciences Research ISSN(E): 2411-9458, ISSN(P): 2413-6670 Special Issue
The Journal of Social Sciences Research ISSN(e): 2411-9458, ISSN(p): 2413-6670 Special Issue. 5, pp: 576-586, 2018 Academic Research Publishing URL: https://arpgweb.com/journal/journal/7/special_issue Group DOI: https://doi.org/10.32861/jssr.spi5.576.586 Original Research Open Access Service Quality and Customer Satisfaction: The Case of Star Cruise Libra, Penang Albattat Ahmad* Post Graduate Centre, Management and Science University, University Drive, Off Persiaran Olahraga, Section 13, 40100, Selangor, Malaysia Al-Laymoun Mohammad Ammon Applied University College, 950271 Amman 11195, Jordan Alsardia Khaled Ammon Applied University College, 950271 Amman 11195, Jordan Mohd Shukri Ab Yajid Post Graduate Centre, Management and Science University, University Drive, Off Persiaran Olahraga, Section 13, 40100, Selangor, Malaysia Abdol Ali Khatibi Post Graduate Centre, Management and Science University, University Drive, Off Persiaran Olahraga, Section 13, 40100, Selangor, Malaysia Abstract Quality of service is a major competitive advantage within the tourism industry and cruise liners are no exception. In recent years, the Asian-Pacific company Star Cruises has striven to strengthen and retain the loyalty of its customer base in an increasingly challenging market. This study aims to look at the interface between Star Cruises’ service quality dimensions and customer satisfaction level by analyzing data on one of its ships, the Super Star Libra, with its homeport in Penang, Malaysia. An adapted version of the SERVQUAL model was used by the researchers to evaluate the quality of service and customer satisfaction aboard the Libra, as was a questionnaire, whose instruments were developed from past studies. 102 questionnaires were given out to and collected from passengers who had ridden aboard the Super Star Libra.
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