Service quality expectations and Perceptions of tourists: a study On hotels of Arusha, Kilimanjaro And Manyara regions
View/ Open
Date
2022Author
Meshack, Hellen Emmanuel (13GSOB301019)
Sharma, M.P (Under Supervision)
Prusty, Sadananda (Co-Supervisor)
Metadata
Show full item recordAbstract
Service quality in tourism industry has globally grown mainly due to the rise in
consumers’ high demand and vigorous competition. Tourism industry contributes about
13% towards Tanzania’s GDP and provides employment to approximately 1.5 million
individuals direct and indirect into the sector. Tanzania’s Northern Circuit is considered as
an important tourists’ destination and remains competitive centre of attraction due to
hosting the world's largest complete volcanic crater, Africa's highest density of big game,
and Africa's highest mountain, Mount Kilimanjaro. This study primarily sought to analyze
the expectations and perceptions of the three and four-star hotels in Arusha, Kilimanjaro
and Manyara Regions which are of the Northern circuit. The study focussed on service
quality within the hotel industry. Stakeholders in the hotel industry such as tourists,
managers, employees, and Hotels Association of Tanzania (HAT) were interviewed.
Collections
- SCHOOL OF BUSINESS [14]