Role of English Language Competence in Promoting Customer Satisfaction in Five Star Hotels in Zanzibar

Ishika, Perpetua and Kyungai, Dawson (2019) Role of English Language Competence in Promoting Customer Satisfaction in Five Star Hotels in Zanzibar. International Conference on the Future of Tourism (ICFT). pp. 1-16. ISSN 2507-7872

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Abstract

Abstract Competence is a fundamental quality of a person which results in effective performance on the job in relation to knowledge, skills and attitude. This study explores the role of language competency in promoting customer satisfactions in hotel business. The impact of poor language competence and communication abilities can hugely affect the hotel business. Customers are not only sensitive to price but also to the quality services. Customer satisfaction can be promoted if service is delivered accordingly and employees have English Language competencies. This study used questionnaires and sample of 5 hotels each with 10 customers. Descriptive analysis was used to analyze data and variance and means used to present data. The study shows the importance of language competency in promoting customer satisfaction and suggested ways on how to mitigate the effect of lack of language competency in hotel business. These skills enable employees to understand and provide quality services that are required by the customers. Keywords: Competence, satisfaction, hotel

Item Type: Article
Subjects: 300 Social Sciences > 300 Social sciences, sociology & anthropology
Divisions: Faculty of Arts and Social Sciences > Department of Tourism and Hospitality
Depositing User: Mr Mugisha Kafuma
Date Deposited: 30 Jan 2020 10:31
Last Modified: 30 Jan 2020 10:31
URI: http://repository.out.ac.tz/id/eprint/2393

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