Service quality in tourist hotels in Tanzania: The case of Dar es Salaam
A dissertation submitted to Mzumbe University – Morogoro Campus College in partial fulfillment of the requirements for the award of the degree of Master of Business Administration (MBA-CM) at Mzumbe University.
Enregistré dans:
| Auteur principal: | |
|---|---|
| Format: | Thèse |
| Langue: | anglais |
| Publié: |
Mzumbe University
2025
|
| Sujets: | |
| Accès en ligne: | https://scholar.mzumbe.ac.tz/handle/123456789/1860 |
| Tags: |
Ajouter un tag
Pas de tags, Soyez le premier à ajouter un tag!
|
| _version_ | 1835205594095550464 |
|---|---|
| author | Mwijarubi, Mkama |
| author_facet | Mwijarubi, Mkama |
| author_sort | Mwijarubi, Mkama |
| collection | DSpace |
| description | A dissertation submitted to Mzumbe University – Morogoro Campus College in partial fulfillment of the requirements for the award of the degree of Master of Business Administration (MBA-CM) at Mzumbe University. |
| format | Thesis |
| id | oai:null:123456789-1860 |
| institution | Mzumbe University |
| language | English |
| publishDate | 2025 |
| publisher | Mzumbe University |
| record_format | dspace |
| spelling | oai:null:123456789-18602025-01-02T07:51:01Z Service quality in tourist hotels in Tanzania: The case of Dar es Salaam Mwijarubi, Mkama Service quality Hospitality industry Tourist operators-Tanzania A dissertation submitted to Mzumbe University – Morogoro Campus College in partial fulfillment of the requirements for the award of the degree of Master of Business Administration (MBA-CM) at Mzumbe University. Tanzania’s hospitality industry has expanded rapidly in recent years, and is currently the leading source of foreign exchange earnings. However, tourist operators indicated a drop in cash flows up to 20%, with tourist cancellations of 30-50% for the season starting January 2009 (URT, 2009). Literature on the growth of the hotel industry in Tanzania tend to focus on macros, such as the sector's contribution to the GDP, statistics on tourists (international and local) and revenue growth. Least has been written about the fundamental issue of quality of service. Marketing appeals likewise almost singularly brand Tanzania as a vastness of tourism natural resources leaving a blind spot on quality of services to be expected. This vacuum has been vaguely filled with perceptions and associations. It is therefore important to find from the perspective of customers what attributes of quality in hotels contribute to customer satisfaction. Specifically, this study sought to know: (i) What attributes are the important in the perspective of customers in the hospitality industry? (ii) What attributes of the service from the perspective of customer can be categorized as threshold, performance and excitement? (iii) What do service providers in the hospitality industry perceive as important attributes of service. Data was collected and analysed based on Kano Model of classification of quality attributes of services. Findings show that customer regard professionalism and responsive of attendants higher and take fluency of English and friendliness as attractive attributes. Moreover, while many hotels lack emergency medical services, tourist customer think it is an important service. Service providers may get insight from this study and apply them to designing their service experience and focusing their investment. Private 2025-01-02T07:44:42Z 2025-01-02T07:44:42Z 2015 Thesis APA https://scholar.mzumbe.ac.tz/handle/123456789/1860 en application/pdf Mzumbe University |
| spellingShingle | Service quality Hospitality industry Tourist operators-Tanzania Mwijarubi, Mkama Service quality in tourist hotels in Tanzania: The case of Dar es Salaam |
| title | Service quality in tourist hotels in Tanzania: The case of Dar es Salaam |
| title_full | Service quality in tourist hotels in Tanzania: The case of Dar es Salaam |
| title_fullStr | Service quality in tourist hotels in Tanzania: The case of Dar es Salaam |
| title_full_unstemmed | Service quality in tourist hotels in Tanzania: The case of Dar es Salaam |
| title_short | Service quality in tourist hotels in Tanzania: The case of Dar es Salaam |
| title_sort | service quality in tourist hotels in tanzania the case of dar es salaam |
| topic | Service quality Hospitality industry Tourist operators-Tanzania |
| url | https://scholar.mzumbe.ac.tz/handle/123456789/1860 |
| work_keys_str_mv | AT mwijarubimkama servicequalityintouristhotelsintanzaniathecaseofdaressalaam |