Meeting and exceeding guest expectations: the influencing role of technology in Bahamian hotels
Meeting and exceeding guest expectations: the influencing role of technology in Bahamian hotels

Summary/Abstract: The global digital divide between developed and developing countries is much more poignant in tourism and hospitality where destinations and tourism generating countries of different economic standing and varied levels of ICT penetration engage in direct interface. Caribbean destinations such as the Bahamas with developing country status, seek to serve and meet the expectations of guests who are largely from developed countries, which makes such a divide pronounced in attempts to achieve customer satisfaction. This study seeks to determine the impact of ICT on customer satisfaction in Bahamian hotels. The study found that there is a significant relationship between ICT adoption and hotel guest satisfaction. This study can guide industry managers about the ICT components with the greatest influence on customer satisfaction, which by extension can lead to improved performance and productivity.

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