Award Date


Degree Type


Degree Name

Master of Science (MS)

First Committee Member

Wanda Costen

Number of Pages



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.


Bahamas; Communities; Improving; Model; Quality; Services; Small

Controlled Subject

Marketing; Recreation

File Format


File Size

1.51 MB

Degree Grantor

University of Nevada, Las Vegas




If you are the rightful copyright holder of this dissertation or thesis and wish to have the full text removed from Digital Scholarship@UNLV, please submit a request to and include clear identification of the work, preferably with URL.