{"id":{"repo_id":"ou-tanzania","oai_identifier":"oai:repository.out.ac.tz:1353"},"canonical_url":"https://search.dev.ndltd.org/etd/ou-tanzania/oai:repository.out.ac.tz:1353","repository":{"repo_id":"ou-tanzania","name":"Open University of Tanzania","base_url":"http://repository.out.ac.tz/cgi/oai2"},"display":{"title":"Challenges facing tourist hotels towards provision of good customer service: A case study of tourist hotels in Arumeru District","abstract":"The purpose of the study was to investigate the challenges facing tourist hotels in provision of good customer services in Arumeru district, Arusha region. Specifically, the study sought to address the following specific objectives, that is, to examine contributions of good customer’s services to tourist hotels, to determine challenges facing tourist hotels in provision of good customer services and to identify measures for preventing challenges and improve hotels’ customer services. The study design was a descriptive research design whereby both qualitative and quantitative studies were used. The sample size included 30 tourists, 36 hotel employees and 5 hotel managers. Purposive and simple random sampling methods were used. The data collection instruments were questionnaires, interview, direct observation and document review. Quantitative Data were analyzed by using Statistics Packages for Social Science (SPSS version 16.0) and Microsoft excel whereby content analysis was used to analyze qualitative data. The study found that unqualified staffs, poor management, poor communication system, shortage of staff were the main challenges facing tourist. These are the reasons for poor services offered in tourist hotels. Furthermore this study recommended some appropriate strategies that hotels may use to enhance customer satisfaction. These are training of the staff, recruiting qualified staff, employing enough staff, to maintain good communication system, as well as ensuring the hotel has enough working equipment was the measure towards challenges facing tourist hotels in Arumeru District.","abstract_html":"The purpose of the study was to investigate the challenges facing tourist hotels in provision of good customer services in Arumeru district, Arusha region. Specifically, the study sought to address the following specific objectives, that is, to examine contributions of good customer’s services to tourist hotels, to determine challenges facing tourist hotels in provision of good customer services and to identify measures for preventing challenges and improve hotels’ customer services. The study design was a descriptive research design whereby both qualitative and quantitative studies were used. The sample size included 30 tourists, 36 hotel employees and 5 hotel managers. Purposive and simple random sampling methods were used. The data collection instruments were questionnaires, interview, direct observation and document review. Quantitative Data were analyzed by using Statistics Packages for Social Science (SPSS version 16.0) and Microsoft excel whereby content analysis was used to analyze qualitative data. The study found that unqualified staffs, poor management, poor communication system, shortage of staff were the main challenges facing tourist. These are the reasons for poor services offered in tourist hotels. Furthermore this study recommended some appropriate strategies that hotels may use to enhance customer satisfaction. These are training of the staff, recruiting qualified staff, employing enough staff, to maintain good communication system, as well as ensuring the hotel has enough working equipment was the measure towards challenges facing tourist hotels in Arumeru District.","abstract_has_math":false,"creators":["Mbisse, Sarikiaely Sikoyo"],"institution":"The Open University Of Tanzania","degree_name":null,"degree_level":"masters","degree_discipline":null,"degree_department":null,"school":null,"contributors":[],"advisors":[],"committee_chairs":[],"committee_members":[],"year":2015,"date_issued":"2015","date_published":"2015","updated_at":"2026-07-24T03:40:33Z","subjects":["330 Economics"],"languages":["en"],"rights":[],"rights_urls":[],"identifier_entries":[]},"links":{"outbound_url":null,"outbound_label":null,"outbound_source":null},"metadata_groups":[{"id":"people","label":"People","entries":[{"key":"dc:creator","label":"Author","values":["Mbisse, Sarikiaely Sikoyo"]}]},{"id":"academic_context","label":"Academic Context","entries":[{"key":"dc:date","label":"Dc Date","values":["2015"]},{"key":"dc:date.issued","label":"Date","values":["2015"]},{"key":"dc:publisher.department","label":"Dc Publisher Department","values":["Tourism and Hospitality"]},{"key":"dc:publisher.institution","label":"Dc Publisher Institution","values":["The Open University Of Tanzania"]},{"key":"dc:relation.isreferencedby","label":"Dc Relation Isreferencedby","values":["http://repository.out.ac.tz/1353/"]},{"key":"dc:type","label":"Dc Type","values":["Thesis"]},{"key":"dc:type.qualificationlevel","label":"Dc Type Qualificationlevel","values":["masters"]}]},{"id":"subjects_keywords","label":"Subjects and Keywords","entries":[{"key":"dc:subject","label":"Dc Subject","values":["330 Economics"]}]},{"id":"language_rights","label":"Language and Rights","entries":[{"key":"dc:language","label":"Dc Language","values":["en"]}]},{"id":"identifiers","label":"Identifiers","entries":[{"key":"dc:identifier.uri","label":"Identifier URI","values":["http://repository.out.ac.tz/1353/1/Disserttion___-__Sikoyo_Sariakiaely___-_Final.pdf"]}]},{"id":"additional","label":"Additional Metadata","entries":[{"key":"dc:description.abstract","label":"Abstract","values":["The purpose of the study was to investigate the challenges facing tourist hotels in provision of good customer services in Arumeru district, Arusha region. Specifically, the study sought to address the following specific objectives, that is, to examine contributions of good customer’s services to tourist hotels, to determine challenges facing tourist hotels in provision of good customer services and to identify measures for preventing challenges and improve hotels’ customer services. The study design was a descriptive research design whereby both qualitative and quantitative studies were used. The sample size included 30 tourists, 36 hotel employees and 5 hotel managers. Purposive and simple random sampling methods were used. The data collection instruments were questionnaires, interview, direct observation and document review. Quantitative Data were analyzed by using Statistics Packages for Social Science (SPSS version 16.0) and Microsoft excel whereby content analysis was used to analyze qualitative data. The study found that unqualified staffs, poor management, poor communication system, shortage of staff were the main challenges facing tourist. These are the reasons for poor services offered in tourist hotels. Furthermore this study recommended some appropriate strategies that hotels may use to enhance customer satisfaction. These are training of the staff, recruiting qualified staff, employing enough staff, to maintain good communication system, as well as ensuring the hotel has enough working equipment was the measure towards challenges facing tourist hotels in Arumeru District."]},{"key":"dc:format","label":"Dc Format","values":["application/pdf"]},{"key":"dc:title","label":"Title","values":["Challenges facing tourist hotels towards provision of good customer service: A case study of tourist hotels in Arumeru District"]}]}],"canonical_facts":{"dc:creator":["Mbisse, Sarikiaely Sikoyo"],"dc:date":["2015"],"dc:date.issued":["2015"],"dc:description.abstract":["The purpose of the study was to investigate the challenges facing tourist hotels in provision of good customer services in Arumeru district, Arusha region. Specifically, the study sought to address the following specific objectives, that is, to examine contributions of good customer’s services to tourist hotels, to determine challenges facing tourist hotels in provision of good customer services and to identify measures for preventing challenges and improve hotels’ customer services. The study design was a descriptive research design whereby both qualitative and quantitative studies were used. The sample size included 30 tourists, 36 hotel employees and 5 hotel managers. Purposive and simple random sampling methods were used. The data collection instruments were questionnaires, interview, direct observation and document review. Quantitative Data were analyzed by using Statistics Packages for Social Science (SPSS version 16.0) and Microsoft excel whereby content analysis was used to analyze qualitative data. The study found that unqualified staffs, poor management, poor communication system, shortage of staff were the main challenges facing tourist. These are the reasons for poor services offered in tourist hotels. Furthermore this study recommended some appropriate strategies that hotels may use to enhance customer satisfaction. These are training of the staff, recruiting qualified staff, employing enough staff, to maintain good communication system, as well as ensuring the hotel has enough working equipment was the measure towards challenges facing tourist hotels in Arumeru District."],"dc:format":["application/pdf"],"dc:identifier.uri":["http://repository.out.ac.tz/1353/1/Disserttion___-__Sikoyo_Sariakiaely___-_Final.pdf"],"dc:language":["en"],"dc:publisher.department":["Tourism and Hospitality"],"dc:publisher.institution":["The Open University Of Tanzania"],"dc:relation.isreferencedby":["http://repository.out.ac.tz/1353/"],"dc:subject":["330 Economics"],"dc:title":["Challenges facing tourist hotels towards provision of good customer service: A case study of tourist hotels in Arumeru District"],"dc:type":["Thesis"],"dc:type.qualificationlevel":["masters"]},"updated_at":"2026-07-24T03:40:33Z"}