Multicultural employees’ perceptions of the service quality in the cruise line industry

Abstract

Purpose – The purpose of the present master thesis was to examine the relationship between employees’ service quality perceptions, job satisfaction and turnover intentions in the cruise ship industry. Methodology – the data was collected by using self-administrative online questionnaire. The questionnaire consisted of the following sections – (1) perceived service quality was measured by SERVQUAL instrument; (2)multicultural aspect of the employees was assessed through analyzing the obtained sample of respondents from more than 20 countries; (3) employee satisfaction and turnover intentions were assessed through standardized common scientific questionnaire statements. The survey also incorporated a number of demographic control variables. Questionnaires were distributed to multicultural employees working in the cruise ship industry. Value/Originality – the present master thesis focuses on the importance of multicultural employee’s service quality perceptions. It is the first one that investigates employee’s perceptions of the service quality with origin from different cultural backgrounds, by applying