Adopting the house of quality for improving services of Nile cruise ships in Luxor

Abstract EN

This study aims to develop the house of quality matrix through which the voice of customers can be transferred to the administration of Nile cruise ships in Luxor.

by developing this matrix, services can be provided in conformity with customer's requirements and expectations.

the study presents a suggested matrix of the house of quality to be applied on Nile cruise ships in Luxor for improving their services.

the study depended on primary data through addressing (450) questionnaire forms to customers of Nile cruise ships in Luxor and Cairo in the period December 15, 2019 to January 21, 2020.

the study also depended on different sources of secondary data related to its subject.

the findings have revealed that customers care firstly about the existence of a skilled staff, followed by a high-quality service.

therefore, the study recommends considering the service quality provided in cruise ships and ensuring that it succeeded in fulfilling what the customer requires.