Improving service quality in small communities: The Bahamas as a model

Service quality is a topic that permeates every facet of the tourism industry. In small communities such as The Bahamas, where tourism is the driving factor for economic stability, service quality is paramount. In 2001, the Bahamian Ministry of Tourism set customer satisfaction goals for the country and is continually striving to improve the country's visitor satisfaction ratings through market research; This qualitative exploratory study investigates service quality in Bahamian hotels and was inspired by Ministry of Tourism customer service research. The project was tailored to identify service quality gaps within the Bahamian hotel industry by applying the Conceptual Gap Model. In-depth face-to-face interviews with customer contact staff at two leisure hotels in The Bahamas revealed service quality gaps that stemmed from a limited job enrichment and job rotation for customer contact employees, inaccurate marketing communications, and inadequate resources. Suggestions for closing these gaps are also provided.

Name thesis:degree_name

Master of Science (MS)

Level thesis:degree_level

Thesis

Discipline thesis:degree_discipline

Hotel Administration

Grantor dc:publisher

University of Nevada, Las Vegas

Year

2003

Author dc:creator

• Carey, Kera Lonise

Contributors dc:contributor

• Wanda Costen

Statement dc:rights

• IN COPYRIGHT. For more information about this rights statement, please visit http://rightsstatements.org/vocab/InC/1.0/

Language dc:language

English

Identifier

https://oasis.library.unlv.edu/rtds/1545

OAI identifier oai:identifier

oai:oasis.library.unlv.edu:rtds-2544