Northern Research Station

Title: Quality of customer service: perceptions from guests in all-inclusive resorts in Jamaica

Author: Frater, Joel L.

Date: 2007

Source: In: Burns, R.; Robinson, K., comps. Proceedings of the 2006 Northeastern Recreation Research Symposium; 2006 April 9-11; Bolton Landing, NY. Gen. Tech. Rep. NRS-P-14. Newtown Square, PA: U.S. Department of Agriculture, Forest Service, Northern Research Station: 403-410.

Description: With data collected from guests in all-inclusive resorts in Jamaica, West Indies, the purposes of this study were to: (1) delineate unique dimensions of customer service perceptions among guests and (2) report the finding of a study that measured guests' perceptions of the quality of customer service in all-inclusive resorts. The study asked the following research question: Are there statistically significant differences in guests' perceptions of the quality of customer service based on gender, educational level, experience traveling to Jamaica, international travel experience, country of residence and age? The results delineated six factors with relatively high coefficients. These factors were used in further analyses using t-tests and ANOVAs that revealed statistically significant differences in guests' perceptions of various service dimensions based on the socio-demographic variables (1) level of education, (2) experience traveling to Jamaica, (3) experience with international travel, (4) country of residence, and (5) age.

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Citation

Frater, Joel L.  2007.  Quality of customer service: perceptions from guests in all-inclusive resorts in Jamaica.   In: Burns, R.; Robinson, K., comps. Proceedings of the 2006 Northeastern Recreation Research Symposium; 2006 April 9-11; Bolton Landing, NY. Gen. Tech. Rep. NRS-P-14. Newtown Square, PA: U.S. Department of Agriculture, Forest Service, Northern Research Station: 403-410..