Abstract
ABSTRACT Due to the little attention to the examination of e-complaints and service quality in resort accommodation, this study analyses and classifies e-complaints into major service areas of resorts and SERVQUAL dimensions. Through the content analysis, the e-complaints were categorised into five major areas: guest rooms, front desk, food & beverage, resort facilities, and wellness services. In each service area, guest rooms, for example, received most complaints about assurance while front desk had major complaints about empathy, and food & beverage services received a number of complaints on assurance. In addition, the study revealed that the e-complaints were also associated with all of the five SERVQUAL dimensions. The study has implications for resort management in the area of service quality.
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