Assessing cruise port of call performance: a passenger-based approach using PLS modelling

In the present context of booming cruise demand, the study aims to advance the knowledge on port of call performance from cruise passengers’ perspective. The aim of this investigation was twofold: (1) to examine the structural links among port of call perceived quality–satisfaction–future intentions (revisit and word-of-mouth (WOM) behaviour); and (2) to test the moderating effect of cruisers’ motivation (push versus pull factors) to visit the port of call on the proposed structural links. Partial least squares path modelling was used to test the proposed model with a sample of 492 cruise passengers at a Mediterranean port of call. The findings revealed that port of call quality has a positive impact on port of call satisfaction, which in turn, strongly affects revisit and WOM intention. Besides, the results of the multi-group analysis indicated that the links between port of call quality–satisfaction and port of call satisfaction–WOM are moderated by cruisers’ motivation. Implications for port authorities and cruise lines are discussed.