Cruise passengers’ internal reactions to onboard environmental attributes
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A1 Alkuperäisartikkeli tieteellisessä aikakauslehdessä
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Authors
Date
2024-09-01
Major/Subject
Mcode
Degree programme
Language
en
Pages
14
Series
Ocean Engineering, Volume 307
Abstract
This paper presents a method to analyse cruise passengers' internal responses through onboard environmental attributes. The internal responses are defined as cognitive, affective, physiological, and behavioural, while the environmental qualities are described as ambience, layout/design, social, product/service, and onboard enjoyment factors. A generic method to extract engineering attributes from written customer reviews is derived based on text mining, sentiment analysis, and metrics that characterise the success of the cruise experience in terms of customer reviews. The developed framework is demonstrated through open-source customer review data, with a sample size of 172. Even though, being a small sample, the amount of text data signifies the role of automatic data extraction. The method enables the managers and practitioners to a) improve the ship design, b) enhance the ship operations and c) to identify the issues in which both design and operations are intervened. Based on the connection between onboard environmental factors and internal responses, a key performance indicator (KPI) is derived, which is based on the absolute net score and the alignment of the sentiment.Description
Publisher Copyright: © 2024 The Authors
Keywords
Decision-making processes, Human/data variables to behaviour, Internal responses, Onboard environmental attributes, Processes, Purchase decision
Other note
Citation
Akter, S & Romanoff, J 2024, ' Cruise passengers’ internal reactions to onboard environmental attributes ', Ocean Engineering, vol. 307, 118112 . https://doi.org/10.1016/j.oceaneng.2024.118112