Investigation of service quality and customer satisfaction in hospitality services for tourism industry in Tanzania

The objective of this study was to examine the influence of service quality dimension on customer satisfaction in hospitality service for the tourism industry in Tanzania. There has been a global concern on service providers to focus on customer satisfaction so as to maximize profit. The researcher examined on determinants of service quality towards customer satisfaction and assessed the existence of relationship between the two. The researcher used mainly SEVQUAL model to assess the rate of customer satisfaction and also applied KANO Model. Information was gathered from a total number of 102 representative populations. Data were analyzed using Statistical Package for Social Sciences (SPSS), whereas Linear regression and other descriptive statistics were used. Results from the research revealed there is a significant relationship between service qualities attribute towards customer satisfaction in Tanzania. Reliability was measured and all variables had Cronbach’s Alpha above 0.7. Linear regression test was conducted and Model summary provided by an adjusted R square of 0.659 and all attributes was found to be significant at 0.01 confidence interval. This study suggests that managers and companies should seek to improve service quality as well as train their staffs to attain maximum customer satisfaction. In addition, the government should seek to improve infrastructures so as to create conducive environment for the industry and attract more tourists. A further study should be conducted so as to grasp more about attributes that lead towards customer satisfaction. More likely, the researcher suggests for exploratory and explanatory research endeavors.