The Impact Of Other Cruise Customer Behavior On Customer Perceived Service Quality Research

With the rapid development of China's cruise tourism,cruise companies are paying more and more attention to how to improve service quality.How to create a service experience that satisfies customers is an urgent problem for cruise companies.Using the literature review method,qualitative analysis method and quantitative analysis method and questionnaire survey method,this paper studies the influence of other customer behaviors of cruise ships on the perceived service quality of cruise tourism services from the perspective of the eurrent increasing number of cruise consumers.Firstly,the literature review method is used to propose other customer behaviors of cruise ships.Based on the SERVQUAL(Service Quality)perceived service quality evaluation scale proposed by PZB,the scale of cruise customer perceived service quality is eonstructed.The article analyzes the related development of cruise development.,indicating the necessity of the article to study the cruise industry.On this basis,the author puts forward the 12 assumptions of the three dimensions of reliability,responsiveness and empathy of customer perceived quality in terms of dress,speech,manners and interaction with other employees.A wide and effective questionnaire survey was designed and conducted.Finally,the data of the questionnaire were screened,the effective data was selected,and the factor analysis was carried out by using SPSS software to verify the rationality of the questionnaire design of other customer behaviors and cruise ship customer service perceived quality.Use correlation analysis to initially explore the correlation between other customer behaviors and customer perceived service quality.On this basis,the regression analysis is used to test how other customer behaviors of the cruise ship affect the customer's perceived service quality.Through research,three basic conclusions are drawn,namely(1)other customer interaction behaviors and civilized behaviors significantly affect the perceived quality reliability of cruise services,and(2)other customer interaction behaviors and speech significantly affect the perception of cruise services.Quality responsiveness,(3)Other customer interaction behaviors significantly affect the empathy of perceived quality of cruise services,other customer behaviors of cruises generally significantly affect consumers' perceived quality of cruise services.The research of the article is conducive to speeding up the cultivation of China's cruise consumer market,comprehensively grasping the demand of the cruise consumer narket,and thus improving the overall service quality of the cruise company,and effectively paving the way for the expansion and improvement of the operation and consumption of China's cruise companies.