The Quality of Service Standards and Related Factors in Tourist Hotels in Arusha, Tanzania

Abstract

The gap in knowledge that existed between the level of service quality standard and the potential of the tourism industry in Tanzania justified the need for the researchers to conduct this study. In this study, a descriptive cross-sectional survey was adopted as the study design. The sample size included 180 guests residing in tourist hotels in Arusha at the time of data collection, 240 service employees, and 28 managers. Purposive, convenient, and simple random sampling methods were used in sampling. A structured questionnaire was used as an instrument of data collection. Data were analyzed by means of Statistical Package for Social Sciences (SPSS) computer package (Version 16) and expressed in descriptive and inferential statistics. The analysis of variance (ANOVA) was used to measure the gap between the managers’ and guests’ perceptions, while independent t-test analyzed the role played by managers’ practices in delivery of quality service. The findings show that in general hotel product, two attributes were found to be significant at the level of p ≤ 0.05. In the front office, restaurant and bar, and guestroom, the results showed that three, six, and nine attributes were respectively found to be significant at the level of p ≤ 0.05. The analysis of management practices provided the evidence that eight practices were significant at the level of p ≤ 0.05. From the findings, two conclusions were made. First, managers’ and guests’ perceptions on service quality standards differ significantly; second, it was found that management practices influence significantly the service quality standards in tourist hotels in Arusha.