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

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.