Maria Lekakou

Evaluating ferry services through an AHP estimated KPI system: a focus on central Aegean

The paper proposes a methodology for creating an evaluation system of the passenger ferry services on the basis of key performance indicators (KPIs) derived through the analytic hierarchy process based on a recent survey in the Central Aegean. The AHP methodology is used to estimate weights of criteria and sub-criteria of data collected among an expert group of stakeholders from the Island of Syros, which is the main node of Central Aegean shipping services. The results of the survey show that users attribute the highest weights to safety related KPIs and the lowest weights are attributed to accessibility, quality of service, cost and time related ones. The methodology and the results of the survey are discussed in the context of survey specifics and of the need to devise an objectively-based system for evaluating the Greek ferry system.

Information-Knowledge-Experience: Heraklion Port Case Study

What tourists expect when visiting a destination is to obtain memorable experiences accompanied by domestic goods and services. In this context, destinations are positioned as “experiences” while tourist motivations and experiences are as diverse as the characteristics of the destinations. In the case of cruise tourism the term “destination” can receive multiple interpretations, since apart from the ports of calls included in an itinerary, the cruise ship is also perceived as destination. In touristic literature, the study of motivations and experiences of visitors is extended, whistle studies related to onshore experiences and behavior patterns of cruise passengers are limited and existed research focuses mostly in the well established destinations. The aim of this paper is to investigate the reengineering process followed by a well known cruise destination, Heraklion. Key elements are studied regarding changes in infrastructure, introduction of services, storytelling and information technology applications. Customer-satisfaction is accessed to correlate the level of passenger’s satisfaction, with port’s strategic goals.