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The Roles of Quality, Value, and Satisfaction in Predicting Cruise Passengers’ Behavioral Intentions

Department of Recreation, Park and Tourism Sciences at Texas A&M University, College Station.

The purpose of the current study was to examine the relationships between satisfaction, perceived value, and quality in their prediction of intentions to repurchase and positive word of mouth publicity. These constructs have been examined from three distinctly different perspectives, resulting in three competing models. Thus, the satisfaction model, perceived value model, and quality model were utilized to assess which one best explains cruise passengers’behavioral intentions. Results revealed that the quality model most accurately fit the data and that quality was the best predictor of intentions to repurchase. Quality was found to have both a moderated and direct effect on behavioral intentions. Specific theoretical and managerial implications are discussed.

Key Words: quality • perceived value • SERV-PERVAL • satisfaction • intention to repurchase • cruise • word of mouth

Journal of Travel Research, Vol. 42, No. 4, 397-407 (2004)
DOI: 10.1177/0047287504263037


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