The Quality of Service Standards and Related Factors in Tourist Hotels in Arusha, Tanzania
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Date
2014-09
Authors
Mbise, Naiman N.
D-Kigaru, Dorcus Mbithe
Miricho, Moses
Journal Title
Journal ISSN
Volume Title
Publisher
David Publishing
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.
Description
A Research Article in the Journal of Tourism and Hospitality Management
Keywords
Customer/guest requirement, Service Quality, Guest/manager perceptions, Quality attributes, Management practices, Service gap
Citation
Mbise, N. N., D-Kigaru, D. M., & Miricho, M. (2014). The Quality of Service Standards and Related Factors in Tourist Hotels in Arusha, Tanzania. Journal of Tourism and Hospitality Management, 2(9), 376-382.