Determinants of Quality Customer Service in Tourists Hotels in Arusha Region, Tanzania

Dallaris, Jovita Costas (2017) Determinants of Quality Customer Service in Tourists Hotels in Arusha Region, Tanzania. Masters thesis, The Open University of Tanzania.

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Abstract

The main aim of this to study was to examine determinants of quality customer service in tourist hotels. The study was conducted in Arusha Region. Specifically,the study assesses the quality of service provided to tourists in hotels in Arusha Region, examine challenges facing tourist hotels in providing quality service and evaluate measures used to address challenges facing tourist hotels in providing quality customer services. A mixed research approach was adopted where both qualitative and quantitative data was collected. This study covered 108 respondents from 12 hotels. The data collected were analyzed using SPSS for questionnaires and others like interviews and observation were analyzed using content analysis. Data collected were analyzed descriptively using means, standards deviation, frequencies, and percentages whereas data were presented in tables and figures. The study found out that the determinants of quality customer service in hotels sector include location, accessibility and visibility, hotel design and outlook, security and safety,internet access, parking area, menu variety and time management. The study found out several challenges facing tourist hotels towards the provision of quality customer services among others includedleadership style, inadequate of employee and shortage of working equipment; poor performance appraisal system, lack of training, poor rewarding style, low salaries and other remunerations. Moreover, the study found that measures adopted by hotel operators in order to provide quality services includes participatory leadership, training of staff, empowerment, improvement of rewards system, periodical performance appraisal system and adopt a customer centered strategy. The study recommends that, the government should speed up classification of hotels and grading criteria.

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