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
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
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