The Tourist Satisfaction Research of Service Quality of Cruise Ports-----A Case of Wusongkou Cruise Port in Shanghai, China

Abstract

By combining SERVQUAL model and ACSI model and considering the specificity of port service, this paper built conceptual model and assessment indexes system about cruise tourist satisfaction of service quality of Port. The paper made an empirical analysis of Wusongkou port in Shanghai, China. What’s more, the thesis employed “AHP”, “Entropy Weight Method” and statistic analysis of research results to evaluate tourist satisfaction. The research results indicated that cruise tourists were satisfied with service quality of Wusongkou Port. The paper can not only provide guidance and reference for managers of the cruise ports, but the model and assessment indexes system in this paper can evaluate cruise tourist satisfaction of service quality of other ports.