Challenges facing tourist hotels towards provision of good customer service: A case study of tourist hotels in Arumeru District

Mbisse, Sarikiaely Sikoyo (2015) Challenges facing tourist hotels towards provision of good customer service: A case study of tourist hotels in Arumeru District. Masters thesis, The Open University Of Tanzania.

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Abstract

The purpose of the study was to investigate the challenges facing tourist hotels in provision of good customer services in Arumeru district, Arusha region. Specifically, the study sought to address the following specific objectives, that is, to examine contributions of good customer’s services to tourist hotels, to determine challenges facing tourist hotels in provision of good customer services and to identify measures for preventing challenges and improve hotels’ customer services. The study design was a descriptive research design whereby both qualitative and quantitative studies were used. The sample size included 30 tourists, 36 hotel employees and 5 hotel managers. Purposive and simple random sampling methods were used. The data collection instruments were questionnaires, interview, direct observation and document review. Quantitative Data were analyzed by using Statistics Packages for Social Science (SPSS version 16.0) and Microsoft excel whereby content analysis was used to analyze qualitative data. The study found that unqualified staffs, poor management, poor communication system, shortage of staff were the main challenges facing tourist. These are the reasons for poor services offered in tourist hotels. Furthermore this study recommended some appropriate strategies that hotels may use to enhance customer satisfaction. These are training of the staff, recruiting qualified staff, employing enough staff, to maintain good communication system, as well as ensuring the hotel has enough working equipment was the measure towards challenges facing tourist hotels in Arumeru District.

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