Системный подход к оценке качества речного круизного продукта

Abstract

Cruise segment of the market is stable and dynamically developing part of the international tourism. This determines the relevance of the issue of cruise product quality. Determination of its components is no less important. The article discusses the issues of the cruise product quality as a multifactor model system. The author presents the main components of the cruise system, and defines its mobile element - a cruise ship. The article also examines the interaction of the cruise environment with other systems: tourism, transport, security and mega-environment. The author has developed the scheme of comprehensive cruise services quality system, which takes into account not only the traditional components: accommodation, feeding, excursions, but also elements of port services and infrastructure. The article touches on the questions of passenger accommodations standards for cruise ships, which have not been revised since mid XX century. The author suggests the need to review existing norms and standards in the design of the interior of a cruise ship, refusal of tiered cabins projects, and introduction of projects of such structural element as pool. The author presents the results of Russian consumers’ survey. Their perception of a ship’s quality and priorities are studied, and value of feeding and tour service as the most important competitive factors and elements of integrated cruise product is identified. Importance of feeding factor is consistent with studies of foreign markets consumers conducted by leading European operators and the International Association of cruise companies. The quality of excursion service depends largely on the development of inland waterways, namely the small rivers, infrastructure and shipbuilding, including small.