Public Defence in Marine Technology, M.Sc. Sabina Akter
In the competitive cruise industry, creating memorable experiences is essential for success. This study explored the challenge of designing and managing cruise ships to consistently exceed passenger expectations while meeting business objectives. By analysing onboard factors such as ambience, layout/design, social interactions, product/service quality, and onboard enjoyment, the research identified the main drivers of passenger satisfaction and loyalty. A comprehensive, data-driven framework was introduced to assist ship designers, builders, and operators in making informed decisions. This framework connected short-term and long-term strategies, incorporated customer feedback, and addressed the "onboard experience gap" the difference between passenger expectations and actual experiences. Findings showed that exceeding expectations fosters loyalty, while unmet expectations harm satisfaction. The study also developed practical tools, such as customer data-driven KPIs, to improve decision-making processes. These insights can help enhance ship design, ambience, and service delivery, offering cruise operators and experience-based industries effective strategies for improvement. Aligning passenger expectations with their experiences is essential for maintaining long-term success and competitiveness. This thesis provides a strong framework that bridges theory and practice, offering valuable applications for the cruise sector and the wider tourism industry.
Doctoral Student: Sabina Akter
Opponent: Prof. David J. Singer, University of Michigan
Custos: Prof. Jani Romanoff, Aalto University School of Engineering, Department of Energy and Mechanical Engineering
The public defense will be organized in Lecture Hall 216, Otakaari 4.
The thesis is publicly displayed 10 days prior to the defense in the publication archive Aaltodoc of Aalto University.
Contact information of doctoral student:
| Name | Sabina Akter |
| [email protected] |
Doctoral theses in the School of Engineering: https://aaltodoc.aalto.fi/handle/123456789/49