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Customer satisfaction in Jamaican hotels through the use of information and communication technology

Delroy Chevers (Mona School of Business and Management, University of the West Indies, Kingston, Jamaica)
Andrew Spencer (University of the West Indies, Nassau, Bahamas)

Worldwide Hospitality and Tourism Themes

ISSN: 1755-4217

Article publication date: 13 February 2017

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Abstract

Purpose

This paper aims to assess the impact of information and communication technology (ICT) on customer satisfaction in Jamaican hotels.

Design/methodology/approach

An online survey approach was used with 213 hotel guests in Jamaica.

Findings

The study found that there was a significant relationship between ICT adoption and hotel guest satisfaction.

Research limitations/implications

It is hoped that other researchers will refine the proposed research model.

Practical implications

It is believed that the findings of the study can be used to guide hotel managers regarding the ICT components with the greatest influence on customer satisfaction, which by extension can lead to improved hotel performance.

Social implications

These findings can assist policy makers at the national level in formulating optimal strategies to improve the Jamaican hotel industry.

Originality/value

The paper proposes a research model, which can provide useful insights to hotel administrators regarding increasing the ability to satisfy customers.

Keywords

Citation

Chevers, D. and Spencer, A. (2017), "Customer satisfaction in Jamaican hotels through the use of information and communication technology", Worldwide Hospitality and Tourism Themes, Vol. 9 No. 1, pp. 70-85. https://doi.org/10.1108/WHATT-11-2016-0068

Publisher

:

Emerald Publishing Limited

Copyright © 2017, Emerald Publishing Limited

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