Abstract

The implementation of social projects is an increasingly popular and effective practice. The subjects of all age groups can be their target audience: from preschoolers who want to promote their creative potential, young people focused on professional self-determination to middle age persons taking interest in the expansion of their information horizons and opportunities of older people who want to address gaps in knowledge in order to adapt to social and technical changes. The paper deals with the problem of andragogic education as a factor of adaptation and socialization of older people who feel fear and uncertainty in the world that is shifting to the common usage of information technology. The purpose of the paper is analysis and description of the process of educational support with the use of social project planning of a vulnerable group of older people. The novelty is practical results obtained on the base of a pedagogical university when implementing socially oriented projects on the generation of computer literacy in older people. The “Available environment: computer literacy improvement” course allows this social group not only to adapt to ever-changing conditions of life but also contributes to their spiritual and physical longevity, social activity and improvement of the quality of life in general. The results and effectiveness of the social project are evaluated using questioning, interview, and observation before and after delivered lessons. The assessment criteria were formed and subjected to adjustment in the course of project implementation and are based on quantity and quality factors. The main criterion was the students’ formed steady motivation to further independent use of the computer, development of computer skills and practical use. Further demand of the course and findings allowed stating the achievement of set goals.

Highlights

  • Tourism is the world’s largest income earner

  • A quantitative approach was used for this study to find out the relationship between service quality and customer satisfaction on Star Cruise Libra, Penang

  • The respondents agreed that their overall satisfaction with the service they experienced on Star Cruise with 49.0%, 27.5% responded with neutral, 27.5% with strongly agree

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Summary

Introduction

Tourism is the world’s largest income earner. It is a popular global leisure activity and the arrival of guests from abroad helps bolster a nation’s economy in many ways. More new and repeat tourists lead to more revenue for companies, which boosts performance-based pay to staff enhancing service quality in addition to facilitating investment in facility upgrades that help to exceed customer expectations (Albattat et al, 2019; Eraqi, 2006). While both service quality and customer satisfaction have been researched broadly within hospitality and tourism studies, little remains known about satisfaction in the specific context of the all-inclusive holiday sector. The objective of this research is to shine a light on the intricate and inter-influencing relationship between service quality and customer satisfaction aboard Star Cruises’ SuperStar Libra

Service Quality
Service Quality in the Cruise Industry
Customer Satisfaction
Cruise Industry
Star Cruises of the Genting Group
Research Hypotheses
Research Methodology
Data Analysis and Findings
Descriptive Analysis
Conclusions
Full Text
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