The study intended to find out how consumers (tourists) perceive service quality and whether they are satisfied with Services offered by hotels in Tanzania. The study was conducted in tourist hotels from Dar-es –salaam Tanzania. The general objectives of the study were to determine overall service quality perceived by tourists in Tanzania hotels and identify dimension that bring satisfaction to the tourist. From the study the researcher used a self-completion questionnaire developed from the SERVQUAL instrument suggested by Parasuraman, Zeithaml, and Berry (1988), and distributed to 150 respondents in Dar-es-salaam, Tanzania to determine their perceptions of service quality in hotel industry and the model used dimensions which include Tangibility, Reliability, Responsiveness, Assurance, Empathy and Price. The researcher used secondary methods of data collection of which were previously gathered by some other researcher such as project reports, books, internet, journal and documentary review. The researcher finds out that the overall service quality was perceived low (-17.4), Meaning expectations exceeded perceptions of services. Thus the actual hotel services offered to tourists in Tanzania are less than what was expected because almost every dimension of service quality brings tourist dissatisfaction. According to research findings and discussion made in this study the researcher recommends that, Tanzanian hotel have to improve performance on all the dimensions of service quality which includes Tangibility, Reliability, Responsiveness, Assurance, Empathy and Price in order to increase tourist satisfaction and enable them maintain high level of competitiveness with other countries.
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In-Text Citation: (Burhan & Kalinga, 2018)
To Cite this Article: Burhan, A. M., & Kalinga, M. M. (2018). The Service Quality Analysis and Satisfaction of Tourists in Tanzania Hotel Industry. International Journal of Academic Research in Business and Social Sciences, 8(11), 646–659.
Copyright: © 2018 The Author(s)
Published by Human Resource Management Academic Research Society (www.hrmars.com)
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