A Study On The Relationship Between Touchpoint And Satisfaction Of Young Cruise Tourists

Liu, Hao (2025) A Study On The Relationship Between Touchpoint And Satisfaction Of Young Cruise Tourists. PhD thesis, Universiti Sains Malaysia.

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Abstract

Young people are gradually becoming the guests of the cruise market in China, as fans of the Internet, their preference for social media has also brought new travel patterns today. New service touchpoints are increasingly being used in interactions between young cruise tourists and service providers, posing new challenges to manage the satisfaction of tourists. To accommodate the changes of cruise industry in China, 26 service touchpoints were first identified through interviews and literature review, and then an in-depth satisfaction investigation based on these touchpoints was conducted to young Chinese cruise tourists, 301 valid questionnaires were collected online and used for data analysis. Exploratory Factor Analysis (EFA) and Confirmatory Factor Analysis (CFA) revealed a good fit on the construction of a new satisfaction index system of 23 service touchpoints. Structural Equation Modelling (SEM) was also used analyzing the new index system and revealed parametric relationship between different types of touchpoints and the overall satisfaction of young cruise tourists. As the main findings of this study, the new satisfaction index system consisting with 23 service touchpoints was assigned weight values using expert scoring process, it also be constructed to a system dynamic (SD) model, which can simulate the relationship between touchpoints and the overall satisfaction of cruise tourists, and forecast the responses of young tourists to the changes of each touchpoints under different market strategies.

Item Type: Thesis (PhD)
Subjects: N Fine Arts > NX Arts in general > NX1-820 Arts in general
Divisions: Pusat Pengajian Seni (School of the Arts) > Thesis
Depositing User: Mr Aizat Asmawi Abdul Rahim
Date Deposited: 04 May 2026 07:55
Last Modified: 04 May 2026 07:55
URI: http://eprints.usm.my/id/eprint/64056

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