Determinants of tourist satisfaction in Tanzanian hotels
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Date
2013
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Journal ISSN
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Publisher
University of Dar es Salaam
Abstract
The purpose of this study was to examine the determinants of tourist satisfaction in Tanzanian Hotels. The study was conducted in Dar es Salaam whereby four research questions and hypotheses were created to guide the study focusing on service quality, culture differences, recreation facilities and travel experience. The relationships among variables were established through explanatory studies under the positivism paradigm. Primary data were gathered through questionnaires by convenience sampling technique from an unbalanced sample of 160 tourists’ customers in hotels, while secondary data were gathered through documentary review. The Chi-square and multiple regression analyses were used to test the hypotheses. The Statistical Package for Social Sciences (SPSS) version 20 was employed for this analysis. The findings revealed that all variables of service quality, culture differences and recreation facilities were found to have influence on tourist satisfaction except for the variable of travel experience. It was revealed that academics need to incorporate efficiency of staffs, type of food provided and room services, Country of origin, individualism/collectivism culture and recreation facilities in the theories of tourist satisfaction. For hotel operators the concern should be on the type and taste of food served to tourist customers according to their culture and recruits people who can be able to communicate effectively using multiple languages and provides efficient services. Likewise, there should be a person responsible to supervise cleanliness and rearrangement of rooms.
Description
Available in print form, East Africana Collection, Dr. Wilbert Chagula Library, Class Mark
(THS EAF G155.T34M852)
Keywords
Tourism, Tourist trade, Customer satisfaction, Hotels, Tanzania
Citation
Mwasha, S. H (2013) Determinants of tourist satisfaction in Tanzanian hotels, Master dissertation,University of Dar es Salaam.