Browsing by Author "Mauchle, Sandra G. H."

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    Challenges facing the hospitality industry in Providing quality service in Tanzania
    (University of Dar es Salaam,, 2017) Mauchle, Sandra G. H.
    The study is conducted in Dar es Salaam and it analyses the influence of infrastructure on reliability of services provided in hospitality industry; the influence of infrastructure on responsiveness of firms in hospitality industry in providing services; the influence of language on responsiveness of firms in hospitality industry in providing services; the influence of safety and hygiene on tangibility aspects of services in hospitality industry in Tanzania; the influence of safety and hygiene on assurance aspects of services in hospitality industry in Tanzania; the influence of interpersonal skill on empathy dimension of services quality in hospitality industry in Tanzania, and the influence of cultural diversity on empathy dimension of service quality in hospitality industry in Tanzania. It also analyses the relationship between the five dimensions and the quality of service in Dar es Salaam. The study uses a regression analysis using the OLS (Ordinary Least Squares) model on 268 customers to analyse the relationship between the explanatory variables and the dependent variables. The study reveals positive relationship between infrastructure and reliability but a negative one between infrastructure and responsiveness. It reveals a negative relationship between interpersonal skills and empathy; and apositive relationship between safety and assurance. However, there is a negative relationship between language and responsiveness, between safety and tangibility, and between cultural diversity and empathy. It is worth noting that none of these relationships are statistically significant. Itisalso noticed that all the dimensions, except assurance and responsiveness have a positive relationship with the quality of service. Nonetheless, only reliability, responsiveness and assurance are statistically significant. The study recommends a wider sample of clients. Basing on these results, the study also recommends that the hospitality firms in Dar es Salaam should have a positioning, and segment the market so that they concentrate on those challenges that impact the perceived quality of service of the different customers. A customer knowing beforehand the level of the hotel they are going to will be able to “absorb” the challenges the hospitality firms face on providing quality service basing on the minimum expectations.Once the customer is profiled, only the challenges impacting their quality of service should be given priority especially for hotels with modest resources. The policy implication is that the relevant stakeholders in the United Republic and Tanzania have to focus on the factors that contribute to reliability, empathy and assurance of the services provided by the hospitality industry. For example, the government can reduce taxes on the small service providers in order to be able to invest in these aspects. Also, the government needs to reinforce Information and Communication Technology.