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BY
MATATIZO P.KASTAMU
The undersigned certifies that he has read and hereby recommends for acceptance by the
Tumaini University- Iringa University College, a research paper titled “the contribution of
hotels to the growth of Tourism industry in Mwanza city”, in the partial fulfillment of the
…………………………………
Date…………………………..
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DECLARATION AND COPYRIGHT
I, Matatizo P. Kastamu, declare that this research report is my original work achieved through
personal reading and scientific research. It has not been submitted to any other college or
Candidate’s Name………………………….
Signature…………………………
Date……………………………...
©2013 COPYRIGHT
All rights reserved. No part of this research paper may be produced or translated in any retrieval
form by any means without the prior written permission from the authors’ or Tumaini
University – Iringa University College; only citations with acknowledgements to the authors
will be allowed.
© Kastamu M.P
&
© Sepere N
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DEDICATION
I Kastamu Matatizo P would like to dedicate this research to my dearly family, for their love,
care and assistance that they have shown to me in my entire life. May God bless them all.
I Sepere Ngiimba would like to dedicate this research to my beloved parents Mr & Mrs ……for
encouraging me in my studies throughout my entire life, may the Almighty God bless them.
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ACKNOWLEDGMENT
A research paper of this magnitude is not an individual endeavor. Consequently, we dedicate this
dissertation to many individuals who provided support, encouragement and assistance for its
realization. First, we thank Almighty God the creator of the world for giving us strength, patience
We would like to express our gratitude’s to our supervisor, Mr. Emanuel Damalo, whose
expertise, understanding, and patience, added considerably to our experience. We appreciate his
vast knowledge and skills in many areas, and his assistance in writing reports (i.e., grant
We should extend our special thanks to the Management of Hotels in Mwanza city for their
supports they showed to us throughout the research time, with all those who responded to the
questionnaires including Malaika Beach Resort Hotel Manager, The Ryan’s Bay supervisor, The
New Mwanza Hotel HRM, The G&G General Manager, The Midlands Hotel Supervisor, staffs,
tourists, TTB officials, Mwanza tourism information centre and above all the tourism offices of
Mwanza city.
We would also like to thank our families for their supports they provided to us throughout our
entire lives and in particular, we must acknowledge our parents and our best friends, without
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LIST OF FIGURES & TABLES
LIST OF TABLES
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ABREVIATIONS
A.D………….Anno Domino
BOT……….Bank Of Tanzania
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CHAPTER ONE
This chapter comprises of background of the study, statement of the study, research objectives
(general and specific objectives), research questions, significance of the study to different
stockholders such as (to Tumaini university, to the governments, to the tourist investor and
researchers as well), scope of the study (the research finding area), limitation of the study,
definitions of the tourism related terms as well as research conceptual framework( this
guides a researcher on how to look the hotels and other inter related departments in
Tourism industry is the very crucial sector in the economic development in the world whereas; it
is the most dependent sector in Africa for its economic, socio-cultural and environmental
development. In Tanzania, tourism is the second sector in generating the national income (GDP).
There is evidence that tourism contributes a lot to the growth of even countries with poor
provision of public revenues. With proper improvement of life standard though economic
Hotels are the essential subsector in the growth of tourism industry in the world, since without
hotels; it may be difficult for guests/tourist to travel to a particular preferred destination. Mwanza
has a variety of good tourist hotels such as Tilapia Hotel, Victoria Palace Hotel, Gold Crest
Hotel, La kairo Hotel, Isamilo lodge, Ryan’s Bay Hotel, Fish Eagle Hotel, Millennium square
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Hotel, Tree house Hotel, Monarchy (Kilumba valley) Hotel, New Mwanza Hotel, Orange tree
Hotel, Malaika resort hotel and many others which attract most of the tourists to visit in Tanzania
to enjoy the good scenery of the Serengeti National Park, Sanane National Park and Bujora
In general, tourism has become a significant industry in both rich and poor economies because
of its important impacts on economic, livelihoods and socio-cultural development (Shah 2002).
And all these are a result of quality and standard hotels which attract tourists and motivate
tourists’ choice of place to stay and place to eat. Hotels as well as other forms of
accommodations are generally segmented by the services and amenities offered. These two
factors, along with location, also have a bearing on the price range. Budget hotels offered clean
simple rooms that provide the basics of places to sleeps and shower. Usually budget hotels are
designed for traveler looking to maximize their fund and minimize their expenses. Prices can
range from $ 80 US per night to $70 US per night. Business hotels offer high standard of
services by providing rooms equipped with business travelers would consider necessities.
Usually found in business class hotel room are high speed internet connections, alarm clocks,
comfortable beds, iron and ironing boards, coffee markers, complimentary use paper, delivering
and hair dryers. Rates can range from $ 80 US per night to $ 250 US per night.
The facilities of business hotels would also offer an in – house restaurant, bar, exercise room and
shuttle service to nearby airports. Limit concierge assistance is often included as well as room
service, laundry and dry cleaning as well as wakeup- calls. Luxury hotels are known for their
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lavish décor and extra ordinary service. With superior amenities, accommodations at luxury
The contribution of hotels in the growth of tourism industry in Mwanza look impressive, but one
would like to know more about their implications before concluding that this is a positive
contribution of the tourist hotel. One would like to know how do these hotels contribute to the
growth to tourism industry, who benefit from these contributions and whether such contribution
have anything to do with tourism industry, as with all modernization efforts to economic gain,
there are costs and benefits implications as well. These may be important, as hotels are peculiar
for services delivery to their clients who are coming to enjoy the provided services. Therefore at
a time when Mwanza is rapidly becoming a major tourist destination, getting ready for quantum
increase towards mass tourism, it seems valuable to examine the hotel’s effects to the tourists.
Therefore the study intended to assess the contribution of hotels in the growth of tourism
industry in Mwanza city by examining the carrying capacity of respective tourist hotels, the
categories of tourists who visit or stay in Mwanza city hotels, identifying the challenges facing
the hotel service providers in Mwanza city as well as suggesting solutions to the challenges
The main objective of the study is to assess the contribution of hotels in the growth of tourism
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1. To account for the carrying capacity of respective tourist hotels.
4. To identify the challenges facing the hotel service providers in Mwanza city.
2) What are the categories of tourist stay or visit in Kwanza city hotels?
5) What are the measures or solutions to the challenges facing hotels services providers in
Mwanza?
1.5.1: To Researchers
The study will help the researchers to understand the importance of hotels in the tourism
development.
The study will help to determine the relationship between the hotel investors and local
The findings obtained in this research will be source of material to other researchers who
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1.5.2: To Tumaini university
The research will be the property of Tumaini University hence it will be used as reference
The findings will be useful for the hotel investors to provide quality services so as to
The research will help the government to get various information about the hotel sector by
looking on the various problems which the tourism sector particularly the hotel industry, as well
as the level of services which are provided by these hotels whether they meet the quality
standard.
The study was conducted in Mwanza city particularly in the tourist hotels and the tourism
information offices which are found in both of two districts namely; Nyamagana & Ilemela.
The limitations of the study was caused by many problems as much as transport problem due to
congestion of traffics, financial problems due to lack of sponsorship, unreliable information due
to some of respondents failed to provide reliable information for research use, also some of the
respondents failed to obey the time also refused to provide information to us.
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1.8.0: Definition of key terms
1.8.1: Tourism
"Tourism comprises the activities of persons traveling to and staying in places outside their usual
environment for not more than one consecutive year for leisure, business and other purposes
(UNWTO 1991).
"Tourism is a collection of activities, services and industries which deliver a travel experience
entertainment businesses and other hospitality services provided for individuals or groups
Tourism is "the sum of the phenomena and relationships arising from the travel and stay of non-
residents, insofar as they do not lead to permanent residence and are not connected with any
1.8.2: Hotels
A hotel is an establishment that provides lodging paid on a short-term basis. The provision of
basic accommodation, in times past, consisting only of a room with a bed, a cupboard, a small
table and a washstand has largely been replaced by rooms (Sudar shan. 2011).
Conceptual framework can be defined as a set of broad ideas and principles taken from
relevant fields of enquiry and used to structure a subsequent presentation (Reichel and Nilsson,
1987).
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1.9.1: A conceptual framework for hotel departments and their roles in connection to the
growth of tourism
General Manager
Resident Manager
Chief Controll
Director Front Director Director Director Director
Telecom Chief er
of house office security F&B HRM sales
municati Engineer
keeping Manager
on
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1.9.2: Description of the chart
A hotel is made up of a large group of people’s contribution. Like a big corporation, a hotel
breaks the whole of people into departments to specialize their roles and assign them
As we can see in the illustration above, even to outsiders who have never been participated in the
hotel industry, obvious roles of people have to be involved for a successful hotel business.
Employs the most number of people out of the entire hotel, provides food and beverage to guests
in the hotel. Also is included in Cafes, restaurants, clubs, bar, poolside bar lounge, Banquets
Laundry Department
Under this department, it deals with handling the cleanliness of the cutleries and utensils, handle
Front Office
One of the basic needs is shelter & security. It is associated with hotel rooms, housekeeping and
concierge. Back office roles are reservation clerk & telephone operator. Front office roles are
guest relations, cashier and night auditor. They handle guest check-in and check-out, guest
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Concierge
They handle or manage guest enquires, valet parking, and guest luggage. Handle in-coming &
Housekeeping
This department is responsible for maintaining cleaning standards of the guest rooms and public
Manage day to day maintenance issues that arise. No direct contact with guest, fix anything that
Accounting Department
Management of revenue received and expenses incurred by the hotel. Have no direct contact
with guest, conduct random check on various department expenses. They may sub-departments
Handle advertisement and promotions for various departments in the hotel. Create and design
brochures, menus, wine list and so on. The department is also responsible for increasing sales
through attracting new and repeat business and responsible for room and banquet sales.
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Human Resources
It deals with recruiting new staff, providing training staff, to reward staff and conduct
performance appraisal. To organize induction program, and to handle staff welfare benefits.
The above chart tries to describe how different departments shape the successful provision of
services to the clients, the good connection of these departments can influence the development
of hotel sector since the clients will get what they intended. Good customer care, good security,
nice food, good marketing strategies will enhance the development of the hotel and the tourism
industry in general and as a result the economy of Mwanza city, the hotels pay tax to the
government and therefore promote others inter relating sectors. Travel and tourism always
depend on the good facilities offered by the hotels and therefore the hotels are used as a
framework for the integral growth of tourism industry in any entity all over the world because of
the others interrelated sectors which can complete the total interest of the client such as lodging
operations which includes hotels, motels, resorts, camping and parks that provide
accommodation to the visitors. Within the lodges there are better facilities which could make the
tourist feel home while away. The interested areas in the hotel and facilities include food and
beverage operation which includes snack bars, cruise ship, lodging properties, restaurants,
Destination is another important department in growth of tourism industry where it involve the
core agency of client needs which entail the business, recreations, entertainment, research,
cultural events, festival, study trip, meeting, sport events and wildlife areas. So in order to be
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achieved there must accommodates, needs of transport, food and beverages toward the
destination areas where you found retain stores like gift shops, miscellaneous , arts/craft shops,
souvenir shops, market and shopping malls which complete the needs of tour package.
Therefore tourism cannot develop alone but it needs a number of various departments for the
completion of the tourism activities which leads to the development of a country economic,
social, political, cultural and technological by earning of income though tourism sectors. Without
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CHAPTER 2:
LITERATURE REVIEW
2.0: Introduction
Literature reviews refer to analysis of text book or manuscripts. The literature means the works
the researcher consulted in order to understand and investigate the research problem.(Kombo
This chapter covers the review of the study from different writers and researchers of the same or
related topics so as to identify the gap and develop initiatives to bridge the gap between what is
2.1.1: Hotels
There are a number of studies and writing on the issue concerning with hotels and their
Early history of accommodation for travelers can be traced back to the Greek word Xenia which
not only meant hospitality, but also the protection given to a traveler from discomforts. The city
was bound to traditions of hospitality. In Sparta city, despite rigorous customs restricting visitors,
goddess Athena was considered a protector of stranger and her name, Xenia Athena.
In this period travelers were mainly diplomats, philosophers, intellectuals and researchers.
Guests were invited to stay with the nobleman. In accient Olympia, buildings constructed with
the aim of accommodating strangers which are still visible. They were called ‘Leonardo’ and
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were built in the fourth century before Christ (B.C). The concept of hospitality also can be traced
back to ancient time which most of them are found Iliad and the Odyssey by Homer. Hotel
keeping can be traced back to many centuries and its evolution through the ages as been brought
about by Britain’s economical and industrial changes and developments. The next stage in the
cycle of evolution of hotel industry was the coming of the motor cars. It enables people to visit
those parts of the country which could not be reached by railways. This gave birth to inland
resort and the hotel industry began to flourish. International air travel has helped to create the
modern stop –over hotel. With the increase in this form of travel, the number of hotels built close
Another trend in hotel keeping is the motel, which is the twenty century version of old coach Inn.
People traveling country by car, stopping overnight here and there, requires not only refreshment
for themselves, but also safe parking for their cars. Post houses developed by the Trust houses
Forte Group (T. H. F. G) are in fact the modern version of the old coaching Inns. This is probably
Hotels today are much more than just a place to sleep; many travelers view them as an integral
part of gateway experience. With the recent boom of boutique hotels, spiffed-up budget
properties, and novelty accommodations, travelers can choose a hotel that is much a selling point
There are however different types of hotels, and many different ways of attempting to distinguish
between them and to categorize them. The classification of hotels may be based on the various
criteria such as the location, the relationship with a particular means of transport, the purpose of
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visit and main reason for the guests’ stay, a pronounced tendency to a short or long duration of
guests’ stay, a range of facilities and services, the distinction between licensed and unlicensed
hotels, the size of hotels, the class or grade of hotel, the ownership and management of the
Therefore basing on the above criteria the classification or types of hotels may be as follows:-
These are hotels which may be located in various places so as to meet the demands of different
targeted groups. For example resort hotels, beach hotels, airport hotels, as well as various hotels
These are hotels which are affiliated with a particular means of transport such as motels, railway
hotels as well as airport hotels. These hotels aim to offer services to the people who are travelers
According to the purpose of visit and main reasons for the guests’ stay
These are hotels which are designed or established so as to fit the travelers who travel for
different purpose for example business hotels, tourist hotels, a transit hotel, residential hotels as
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According to a range of facilities and services
These are hotels which offer various ranges of services and facilities so as to fit various targeted
groups. For example all suit hotels, single rooms, double room’s hotel, self contained services,
These are types of hotels which may be distinguished from one to another due to the variation of
number of rooms for example number of rooms, beds and bed rooms and alike.
There are various categories of hotels according to the grade. These hotels range from one star
hotel, two stars, three stars, four star to five star hotels.
The classification of hotels may be based on the ownership and Management of the hotel for
Quality is the difference between what the consumer expects and what the consumer perceives to
have received. Service quality is therefore, the conformance to customer specifications. Quality
acceptable price.
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2.1.4: The nature of service Industry
Hotel operations combine both a productive and service element. However, although hotels are
not pure service organizations, they exhibit many of the basic characteristics features such as
follows:
Perishable capacity, Site selection determined by customer needs and demands, Labor intensive,
This analysis of quality assurance points to three underlying themes which are as follows:-
Service quality is more difficulty for the customer to evaluate their goods quality
Service quality perception results from a comparison of consumer perceptions with actual
performance
Quality evaluations are not made solely on the outcome results but an evolved evaluation
The quality of services and customer satisfaction is equals to service quality delivered
The value of a service to a consumer equals service quality, both technical and functional
Having examined the conceptual nature of service quality consideration will now be given to the
attributes that have been associated with service quality such as follows:
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Tangibles
This includes the physical evidence of the service for example physical facilities, appearance of
personnel, tools or equipment used to provide the service, physical representation of the service
Reliability
Reliability involves consistency of performance and dependability which means that the
company performs the right service at the right time. It also means the company honors what it
promises in delivering the right product at the right time specifically it means accuracy in billing,
Responsiveness
This covers the willingness or readiness of the employees to provide service. It also involves
time lines of a service for instance mailing of transaction ship, immediately, calling a customer
Assurance
This concerns the knowledge and courtesy of employees and their ability to convey trust and
confidence. It involves knowledge and skill of the contact personnel, confidentiality, financial as
Empathy
This concerns the provision of caring individualized attention to customers such as recognizing
regular concerns, Learning the customer’s specific requirements and providing individualized or
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2.1.7: Hotel Facilities
A hotel or tourist hotel or resort hotel each demand its own particulars package facilities. The
modern hotel guest expects to find many of auxiliary facilities in addition to the basic ones of
accommodation, food and drink. A guest may expect to find a telephone, radio and television in
the room, or be able to telex and fax messages, the guest may wish to purchase newspapers and
Hotels provide hair dressing establishments where guests can get shave or haircuts, a gift shop to
A hotel may provide a service for reserving tickets for the theatre or making travel arrangements.
Hotel provides a wide range of banquet or conference facilities such as conference rooms and
alike.
facilities for the general public and which furnishes one or more of the followings: food and
beverage service, room attendant service, uniform service, laundering of lines, and use of
Hotels play a vital role in the growth of tourism industry which is the main sector in the growth
of economic sector in Tanzania. A hotel can serve as a central gathering place for an entire
community and hence encourage the growth of travel and tourism industry
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The levels of service offered in the hotels vary without regarding to the hotel size or type. The
level of service provided should meet or exceed the customer expectations, so when doing this it
The interdependence of hotels, tourists, transportation and attractions: “It is true that some
positions in one of component of hospitality cannot be separated because the heart of the
hospitality industry is food service, but also there is an Air line, a car rental agency, and a hotel
may share the same customers but the service they provide differ strikingly.2
Hotels treat their customers as guests and strive to provide a spirit of hospitality that exceeds
their guests’ expectations. ‘The guest is always right’ Hotel industry providing a level of guest
services that meet the ever changing needs and demands of guest. (Michael L. et al 1988).
Many factors appear to encourage the growth of hotel industry that lead to the growth of tourism
industry for example travel pattern and customer preferences have changed with faster travel
executives and fly into a city to their business.(Power T. 1979, Introduction to Management in
Different scholars have written about Hotels and their contribution to the growth of Tourism
industry in different parts of the world such as Europe, America and other parts of the world but
no one who has written about how these tourist Hotels contribute to the growth of Tourism in
Mwanza city. There was a need to research the contributions of these hotels in Mwanza city so as
1
Steadmon and Kasavana L.M(1988), Managing Front office Operations 2nd Edition.
2
Power T. (1979), Introduction to Management in Hospitality 3rd Edition.
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to come up with the information which could be useful for the comparison and contrast with the
information from other areas, so that’s why the researchers team decided to conduct research in
Mwanza city.
Empirically it shows that hotel services are highly developed in the developed countries which
are characterized by better service amenities in big markets, which is easy to test customer’s
satisfaction, in our research we tried to talk on hotels contribution by investigating the level of
services provided by these hotels in Mwanza city. The services delivered by these hotels in
Mwanza are poor compared by developed countries hotels. For example one of the tourist
comment was “there should be the improvement of cleanliness to the hotels” also the level of
technology is still poor compared to the hotels of United States of America, and England.
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CHAPTER 3:
RESEARCH METHODOLOGY
The research approach for this topic was based on both qualitative and quantitative approach that
entailed the generation of data in form of description and numbers which can be subjected to
accurate qualitative and quantitative analysis in a formal and fashion. These approaches could
further be sub classified into inferential, experimental and simulation approaches. But for the
researchers of this study, were based on inferential approach since it is useful in formulation of
Research design refers to the way in which its subject or constituents such as customers are
experimental or observational(Fink A.2005). The study aimed to use one among the type of
research.
The research Design for the researched topic was based on Descriptive research which concerned
with describing the characteristics of the groups or individual and determine the frequency with
which the information obtained or its association with something else. “It is necessary to have a
clear picture of the phenomenon on which you wish to collect data prior to the collection of
data”.(Kothari, 2006). This means that a descriptive study pre-supposes much prior knowledge
about the phenomenon being studied. Another reason for choosing exploratory research design is
nature of the problem being studied, which is clearly defined in the statement of the problem.
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3.2: Study area
The area of study is the place where the data are to be collected (Frankfort. 1996).
The study was conducted at Mwanza city. It is the researchers’ choice to conduct research
project in Mwanza because the place has many tourist hotels which fit for the tourists to stay and
enjoy the beauty of the Tanzania natural beauty but their contribution to the growth of tourism is
not known.
Mwanza City is located on the southern shores of Lake Victoria in Northwest Tanzania. It covers
an area of 1325km2 of which 425 is dry land and 900km2 is covered by water. Of the 425km2
dry land areas, approximately 86.8Km2 is urbanized while the remaining areas consist of
forested land, valleys, cultivated plains, grassy and undulating rocky hill areas. The Climate and
Physical setting Mwanza City lies at an altitude of 1,140 meters above the sea level. Mean
temperature ranges between 25.7OC and 30.2OC in hot season and 15.4oC and18.6OC in the
cooler months. The City experiences between 700 and 1000mm of rainfall per year falling in two
fairly distinct seasons i.e. between the months of October and December and between February
and May.
Mwanza town was founded in 1892 as a regional Administration and Commercial Centre to
control mainly export production of the cotton growing areas in the Lake Victoria Zone. In 1978
Mwanza obtained the status of Municipality in line with the local government structure
established in 1972. In 2000, Mwanza was further promoted to a City status. Mwanza City is
comprised of two Districts, namely Nyamagana & Ilemela. There are also two Divisions and 21
Wards. These Wards are: Rural wards –Ilemela (Sangabuye, Bugogwa, Ilemela, and Buswelu) -
Nyamagana (Igoma, Buhongwa and Mkolani). Urban wards: Ilemela - (Kirumba, Kitangiri,
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Nyamanoro, Pansiasi, Nyakato) -Nyamagana- (Pamba, Isamilo, Mkuyuni, Nyamagana,
Mbugani, Butimba, Mirongo). Administratively, the City Council is run by the Councillors under
Bismark rock
(Source: www.mwanzaguide.com )
Mwanza City has a total of 476,646 people where Nyamagana District 210,735 and Ilemela
265,911. The current population is estimated to be just above half a million people with an
annual natural growth rate of 3.2% and rural to urban immigration almost 8%. (Source: The
Mwanza is one of the unique destinations on the Tanzania that has yet to be discovered by many.
It is a land of much wonder hobbling an unparalleled diversity of Fauna, Flora and many natural
features. The wonders of rocks, the scenery, topography and very friendly people harbor the
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growth of excellent cultural tourism beach holidays, game hunting, infrastructure ventures,
historical and archaeological ventures- and certainly the best wildlife photographic safaris on the
continent. According to the national industry’s mission statement that forms the basis of the
tourism policy is to develop sustainable quality tourism that is ecologically friendly to the
conservation and restoration of the environment and its people’s culture. In so doing the industry
seeks to maximize the net gains that emanate from the various tourism activities. It is for this
reason that the government is now highly concerned with the improvement of the infrastructure
quality and diversity, ease of destination entry formalities, relaxation of foreign exchange
regulations and controls, revision of applicable taxes and maintenance of peace, stability and
security.(Adopted from Mwanza City Council General Overview, 2004/2005 as found in:
Mwanza-Info in Netz).
Both secondary and primary sources were used for stance the official statistics were collected
Secondary information was supplemented with primary data which were obtained through
questionnaires based interviews. There was a need to go beyond secondary data as reliability and
method of collection could be questioned, and as some of the important information were not
officially available. Therefore, an additional (own) survey in Mwanza was implemented to fill in
data gaps and possibly correct or improve upon existing data. The survey also provided data used
in qualitative analysis. During the survey, officials in large hotels and lodges were questioned in
each location, about their trends, their average occupancy rates, their level of services to the
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tourists and their relationship with other stakeholders such as tour operators, travel agents,
Sampling is the process of selecting respondents to be involved in the study from the studied
population. In addition, it can be defined as the process of obtaining information about an entire
Non probability sampling was the research technique in which the researchers were interested
in the representativeness of the concepts in the varying forms. This method aims to be
The method is mainly applied in finding the outcome of a small group. It aims to find out how a
small population is doing for purpose of illustration or explanation of the particular problem. It
could help the researchers to get different views from the targeted population concerning the
Some tourist hotels such as Malaika Beach Resort, The New Mwanza Hotel, G$G Hotel,
Ryans’Bay Hotel, The Midlands hotel and other tourist information in Mwanza were
selected.
A non probability sampling of five tourist hotels which are found within Mwanza city
were selected
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50 Respondents were selected from the selected hotels, tourism officers, and tourists.
Tourists 18 36%
Staffs 22 44%
Total 50 100%
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3.4.3: Table 2: The Researched Hotels in Mwanza
HOTEL
Beach Resort
City Centre
2 The New City Hoetel Four Star
Mwanza (Nyamagana)
Hotel
Hotel (Nyamagana)
Three star
4 Ryans’ Bay Destination Station Road
Hotel Hotel
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3.5.0: Methods of data collection
Documentation
This involved collecting information and data from existing reports and documents on tourism
and hotels such as review from the brochures, posters and the report books from the surveyed
Interviews
verbal communication or is a face to face discussion between the researcher and the interviewee
respondent. Both group and individual interviews were conducted with respondents interview
using both, open ended and close-ended interview questions. This method was used because it
respondents.
Questionnaires
This involved Semi structured and unstructured questions that were used so as to generate
information and data, which subsequently will be used for both qualitative and quantitative
analyses. Open –ended and closed ended questionnaires were designed to give opportunities to
the respondents to give out their views concerning the research questions.
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Specific questionnaires for each group were designed such as questionnaires for tourists who
visited the surveyed hotels, questionnaires for the Hotel Managements’ of the surveyed hotels,
and questionnaires for the Hotel staffs such as waiters and alike.
Observations
Observing during the field work is mainly to assist and to probe an issue beyond those which are
covered in the structured questionnaire and interview checklist. As the researchers we had to
observe on the ways how the service was provided to the clients also sometimes we decided to
purchase services such as buying soft drinks and visiting the rooms for guests.
i. Descriptive statistics including frequency, tables, percentages and ratios were used
ii. Computation and interpretation of hotels and tourism industry information which have
iii. Computation and interpretation of linkages between tourism and hotels as were as their
After the collection of data, the next step was to present them in logical manner. After
collecting the information, our mode of presentation was based on statistical methods.
Statistical methods are the set of mathematical methods used to extract and clarify
information from observed data. This may be presented by using statistical methods such as
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3.5.3: Ethical consideration.
The whole process of data collection, processing and discussion as well as presentation of the
findings was based on ethical manner such as to keeping secret of information provided by the
respondents in order to protect them against unnecessary conflict which can be emerged. Also
the researchers assured the respondents that the information which is provided by them would
be used for only educational matters and not otherwise. Before collecting the information
from them, the researchers asked permission to the respondents and asked them whether are
willing to be interviewed or given questionnaire to fill or not. After getting the permission
then the researchers started interviewing them, therefore consent and ethics were observed
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CHAPTER FOUR
4.0: INTRODUCTION
In this chapter, the data collected from the field were analyzed, interpreted and presented in
different ways depending on the nature of questions asked to the respondents. The researchers
used the ways like expressions, table and charts to present the information collected from the
field. The sources of primary data employed during the collection of information were
questionnaires, interviews and direct observation from the premises and service providers.
Whereas the interpretation and presentation of the collected data were segmented into two parts
which are personal particulars information and the other part comprised the questions asked to
the respondents to search out their views concerning the research topic which intended to assess
The chapter comprises the respondents’ historical background and the main body of analysis and
interpretation of the data which were collected from Malaika Beach Resort Hotel, The New
Mwanza Hotel, The Midlands Hotel, G& G Hotel and Ryan’s Bay Hotel which are found in
Mwanza city.
The term gender refers to socially constructed roles of and relations between men and women
(Eldis 2001 as retrieved from www.eldis.org. on 30th May 2013 at 10:00 am). The main reason of
using gender is to show how both male and female are participating in the tourism industry in
xxxvii
Mwanza city and other parts of the world. Also gender helps the research to recognize that they
were not bias in sample selection. In the other hand, helps the researchers to examine the gender
the level of management since both male and female are important as stakeholders in the
Frequency 30 20 50
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The graph and table above indicate the actual number of frequency and percentage of
respondents’ gender of both male and female where as the percentage of male is 60% of the total
respondents and the percentage of female is 40% of the total respondents who were either
interviewed or responded through questionnaire. This indicates that female is not engaged much
in tourism compared to male due to the fact that may be they do not know the relevance of
tourism to them. Also it may be due to the negative perception towards the female gender that
women cannot do anything without men; they are lazy in everything compared to men. Also due
to the fact that female have more responsibilities to perform at homes compared to male which
make it difficult for them to engage in Tourism activities such as to be tourists or employed to be
Age of respondents was developed purposely to show the actual ratio of and understanding the
participation of people in different age in the travel and tourism industry. This helped the
researchers to know the age of staff and management who are working in these hotels in
connection to their effectiveness in the hospitality management. Also the age helped the
researchers to identify the most age of tourists who are likely to travel most to visit different
destinations.
Researchers categorized age in years as follows: (16-25), (26-35),(36-45), (46-55) and above
55.
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4.1.2.1: Table 4: Respondents’ Age
Frequency 14 23 06 04 03 50
The table and pie chart above illustrate the percentage of the respondents’ age. The respondents
The age between 16-26 were 28% of the total respondents, between 26-35 were 46% of the total
respondents, between 36-45 were 12% of the total respondents, between 46-55 were 8% of the
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total respondents and above 55 were 6% of the total respondents. This shows the youth between
the ages of 26-35 are the one who most involve in tourism activities.
The marital status developed purposely to show the actual number of people who are engaged in
the tourism through examining marital status by looking the married, single, widow, widower
and divorced who are involved in tourism industry. The marital statuses of the respondents were
as follows:
The above figure, demonstrates the percentage of the respondents’ marital status. As the figure
show the respondents who were either interviewed or responded through questionnaires, direct
observation and well-known through the classification of marital status. This includes; married is
50% of the total respondents, single is 40% of the total respondents, widow 4% of total
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4.1.4: Nationality of the respondents
The nationality helps the researchers to identify the country in which most of the tourists come
from to visit Mwanza city. This helps a researcher to know actual percent of visitors/
respondents’ from different countries who visited Mwanza city. The respondents’ nationalities
were categorized in four categories such as Tanzanians, German, France, Britain and others.
Tanzanians 22 44%
Germans 2 4%
British 1 2%
French 2 4%
Others 23 46%
Total 50 100%
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4.1.4.2: Figure 5: The graph to show respondents’ nationalities
The above figure shows the percentage of respondents from different countries who visited in
Mwanza city for tourism purposes that had been interviewed, and questioned.
According to the graph, the respondents from other countries seems to have the highest
percentage of 46% of the total respondents who travel to Mwanza, Tanzanians were of 44% of
the total respondents, Germans 4% of the total respondents, French were of 4% of the total
xliii
respondents and Britain were of 2% seemed as they do not travel much to Mwanza compared to
the rest.
The term level of education implies highest learning skill acquired by the respondents in schools,
colleges or universities (Andrew Leach 2012). This helps the researchers to design questionnaire
according to the rank of education acquired by respondents and examine most level of education
that involves in tourism industry in Mwanza and other parts of the world. Also helps the
researchers recognize which among the following are the most participants in tourism. This
include; primary level, certificate, diploma, bachelor degree, masters as well as PhD’s holders.
Frequency 1 17 16 8 7 1 50
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4.1.5.2: Figure 6: A graph to show the respondents’ level of education
The above graph illustrates the actual percent of education level according to their rank who are
involved mostly in tourism industry in Mwanza. The researchers’ use purposely ranking to
determine to what extent do tourism involve educated people of which level are most
participants’. According to the figure, it shows the certificate holders are the most involved in
tourism industry by 34% of the total respondents, followed by diploma 32% of the total
respondents, bachelor 16% of the total respondents, masters 14% of the total respondents and the
PhD 2% of the total respondents. This indicates that tourism industry involve people with low
level of education especially certificate in high percent rather than bachelor, masters and PhD
high degree.
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4.2: Main body
The study intended to assess the contribution of hotels to the growth of Tourism industry in
To identify the challenges facing the hotel service providers in Mwanza city.
4.2.1: To account for the carrying capacity of respective tourist hotels in Mwanza city.
The research was conducted in fives tourist hotels out of twenty hotels found in Kwanza city.
Research findings have revealed that the information about the carrying capacity of the hotels in
Malaika Beach resort has the ability to accommodate 150 tourists, The New Mwanza Hotel has
the ability to accommodate 100 tourists, The Midlands Hotel has the ability to accommodate 76
tourists, The Ryan’s Bay has the ability to accommodate 54 tourists and the G&G Hotel has the
ability to accommodate 46 tourists. This shows that in mwanza city, many tourists can be
accommodated due to the presence of quality hotels which offer good tourist services and
facilities. However these hotels are not enough to meet the needs of the big population hence the
investors are likely to invest more hotels in order to acquire more tourists who visit to the city.
xlvi
According to the findings, the number of tourists who can be accommodated by the five hotels
per night is 426 tourists, whereas per month is 12780 tourists and per year is 153360 tourists.
Since Currently there are 20 best hotels in Mwanza which provide the world classic services,
therefore the number of guests who can be accommodated are 8520 tourists per night, 255600
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4.2.1.2: Figure 6: A graph showing the Hotels carrying capacity per night
The most category of tourists who visit or stay in Mwanza hotels’ are both international and
domestics tourists. The tourists expect to gate service which is the most things that make a
customer to come back after consume a service and come again or not to come again. The results
of respondents show that the international tourists are the one who visit most in the hotels found
in Mwanza city. Therefore Mwanza city depend much the outsiders or international tourists as
xlviii
Table 4.2.1.3: A frequency distribution table showing categories of tourists visiting/ stay in
Tanzanians 22 44%
Germans 2 4%
British 1 2%
French 2 4%
Others 23 46%
Total 50 100%
Mwanza city is one of the largest cities in Tanzania which have a variety of destinations and
tourism facilities in Tanzania and hence contribute to the growth of tourism industry in our
country due to the presence of many hotels, lodges, motels and restaurants that provide facilities
According to the respondents who had been interviewed and questioned about the contribution of
hotels to the growth of tourism industry in Mwanza city, give their comments as follows;
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Hotels provide good services to the tourists hence attract more tourists to visit Mwanza city. The
more tourists acquired good service, is the high tourists increase in Mwanza which lead to the
Hotels provide information’s to the tourists pertaining tourism destinations that are found in
Mwanza city and other places. So for one way or another tourists send good information about
tourism attraction found in Mwanza to their friends hence lead to the increase of more guests in
The other comments from the tourists include; hotels provide costumer care, some hotels make
available guiding assistance to the destination hence market the destination, good hosting of
guests, create good link of investments (tourism) though advertisement of Mwanza destinations.
Moreover hotels make tourist feel at home while away due to the unique service they offer.
“The better the service is the more tourists” earning in mind that the Customers are always
right.
The findings has revealed that hotels in Mwanza contribute a lot to the growth of national
economy since they have the ability to host a big number of guests and therefore pay tax to the
government. The findings show that the hotels in Mwanza which have the ability to
accommodate 3067200 tourists per year in which 3067200 rooms are used by these tourists per
year.
The minimum cost for each room in Mwanza is $40 per night which means that these hotels earn
l
(One hundred eighty four billion and thirty two Million only per year) as result of economic
4.2.3.1: The tourists’ comments towards the services delivered by the hotels in Mwanza city
The research findings show that there are different comments which the tourists comment about
the services delivered in the hotels found in Mwanza. 18 Tourists were interviewed / questioned
about their general comments towards the services delivered in Mwanza city, and their responses
should make sure that the environments are clean so that the tourists who come to consume
services to any hotel should feel that they are home while away.
There should be a balance of price due to price of products compared to the economic income of
Mwanza city.
‘‘It is a nice place which provide good services, it is the something expected, the price rate match
with the delivered, staff are smart and friendly, workers are very cooperative with clients’’ one of
The Management are doing the best, they resemble to be reasonable people and they don’t want
Improvement of the hotel cleanliness, safety and tranquil and enhancement of customer care of
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Bedding and towels should be replaced. Hotels should not wait until they are over used, therefore
Staff are friendly and more helpful, they provide more information for example if breakfast is
included they can show you a restaurant. Therefore you can do anything in Mwanza.
Most of the respondents who were interviewed / questioned bear that there is a relationship
between hotels and others tourism sector since the hotels provide meals and accommodation plus
others facilities for the tourists who travel to tourist’s destinations. The respondents who had
been interviewed and questionnaires said “Yes “for 80% of the total respondents, 20% said “No
“and 0% said they “Don not kwon” about the relationship between hotels and tourism industry.
Therefore the result 80% implies the degree of relationship between hotels and other sectors for
high degree since the more hotels facilities we improve, is the high tourist’s we receive which
The researchers use service satisfaction purposely to evaluate whether guests satisfied with
service or no. According to respondents’ response the result show that most of them are satisfied
with services provided about 66.7% of total tourists respondents said “Yes” they are satisfied
with services in Mwanza city, where as 33.3% of total tourists respondents said “No”. The result
show that most of the tourists after consume the service the probability of coming back again to
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4.2.3.4: Table 7: price and service relationship
Yes 12 80%
No 0 0%
Somehow 3 20%
Total 15 100%
The term price refer to the amount of money in which something is sold, while service is the act
of dealing with customer in hotels, shop, and restaurants by taking their orders. According to the
tourists who had been interviewed and questioned, show in high degree that there is a
relationship between price and service. The 80% of the total tourists respondents said yes and
20% of the total respondent said somehow. This implied that tourist agree with the price of the
service provided. Researchers use this in order to examine whether the price and the service are
Tourists are the most important group in the development of tourism sector in our country and
world at large who expects good comfort to a place where they decided to visit. Not only comfort
but also have different expectations that make them happy, pleasant and satisfied with service in
abundant way. The result of respondents of tourists comments on the expectations before going
to any hotel, most come up to get good service abundantly with high quality, clean atmosphere of
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the hotel, high costumers care with a great warm and kindness, safe and secure premise that
make them to fill more comfort especially their properties, good networking among the staffs and
management, friendly staffs, delicious food and beverages and expect much on reasonable cost
of the packages. The researchers use expectation to get information of the tourist before leaving
their usual place to the hotels by demonstrate their mood for interviewed and questioned
The result of the respondents or tourists who had been interviewed, questioned and direct
observed when they archive their expectations they thanks a lot with regards but wonderful
enough they provide more tips which help staffs to have standard of life, good feedb4.2.3.6: acks
to the hotel which lead to the good marketing for the outsiders, the tourist recommend friends
and other people to come to that hotel by alerting them good services and quality of the hotels in
Mwanza, feeling goods as well as come back to that hotel for next time to consume the service.
The research findings have revealed different ways which are used to show that the tourists are
satisfied with the services delivery in the tourist hotels. About 22 hotel staffs were interviewed
/questioned about the ways the tourists use to show appreciation to the service delivery. They
Through recommendations, the tourists recommend about hotels where they have consumed a
service. For example they said that the hotels found in Mwanza are the best service providers
where one can go and stay eat and refers mind, therefore they provide excellent recommendation.
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They appreciate by keeping on coming, if the tourists ‘expectations are achieved they keep on
coming back since they will feel that it is the only place where they can get the same service they
expected. ‘‘we have been getting the same clients from abroad for a number of years now, so this
shows that how the tourists appreciate our service’’ one of the hotel staffs said.
They provide tips to the staffs and the management, if the tourists are satisfied with the
services they get; they always say thanks and provide tips to the workers as a sign of satisfaction.
So this also is the way in which the tourists appreciate the service delivered in the hotel.
Hotels elsewhere in the world cannot operate alone since it depends in other tourism sectors. The
researchers have come up with the information concerning the linkage of hotels and other
tourism sectors. According to the respondents, they said that hotel link with other sectors such as
follows:
Tour operators /Travel agents, in Mwanza there are many tour operators which the hotels link
with for example, Serengeti expedition, The natures Land safari and Masmun Tours and safaris
Destinations, in Mwanza there are various destinations which the hotels link with such as Bujora
Sukuma Museum, Sanane proposed National Park, Bismark rock, Archives offices,Mining
Others include tourism colleges, TTB offices, Mwanza Tourist information centre which dels
with the provisional of the tourists’ information concerning the tourist attractions found in the
lake zone.
lv
4.3.0: Challenges facing the hotel service providers in Mwanza city.
The research findings have revealed many problems which face the service providers (staffs)
when offering services to the clients. About 22 hotel staffs who were either interviewed or
Harshness of the clients to staffs, Most of the staffs said that some clients are very cruel and
harsh when asking for a service; they most used abusive languages which make the staffs feel
that they are humiliated. Also when there is a delay of service then they start complaining.
Language barrier, communication problem also has been examined to be the great challenges
which face the service providers. ‘‘It has been a great challenge for us especially when I offer
service to the tourists who do not know either English or Kiswahili language, also when I serve
for clients who do not know well the type of food he/she wants so some clients pronounce
differently from the required pronunciations’’ one of the respondent said. So language problem
seems to be the great challenge facing the tourism industry since there is a variety of people who
Complains from the customers, some customers have a tendency of complaining especially
where there is delay of the service and hence create mistrust and becoming rude. Different
customers have different expectations hence it may be difficult to fulfill the all customer
expectations.
Excessive drinking to some tourists, some tourists are excessive drunkards who in turn cause
problems to the staff, some guests when get drunkard refuse their bills which become a great
lvi
challenge to the staff and management as well. Also if any loss happen due to excessive drinking,
The research finding reveals different challenges facing the management of the hotel. About ten
(10) managers were interviewed from five selected hotels concerning the challenges which face
the managements during the hotel managerial activities. All the respondents responded actively
Continuous training of staffs, ‘‘most of the staffs are not qualified in the hospitality industry
hence become a great challenge to us hence the main solution is to provide training to our staff
so that they can provide good services to our clients by abiding to the hotel code of ethics’’.
This challenge was outlined in all the researched hotels in Mwanza city. So labor recruitment is
Complains from the clients, continuous complains have been seen as a great challenge facing
the hotel managers due to the fact that the hotels host different people with different background
and different needs, so sometimes a guest may need a certain food which is not available hence
become a great challenge due to different demands depending on the clients’ background. So it is
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4.3.2: Suggested solutions to challenges facing hotel service providers in Mwanza
The research findings portray various ways which are used by the management to handle
different claims which brought by the tourists. Through questionnaires and interviews, managers
from five hotels’ response, they outlined the followings as the best ways of handling claims:
Solving the problems immediately before becoming big, according to them it ‘‘is better to
solve the problem immediately once occurred before the problem to become big’’ they said. It
includes apologizing to the customers and making them happy all the time
Regular staff meetings on how to improve on complains, the management has regular
meetings with the staffs and make strategies which can solve the problems and making review of
the customers’ feedback which are posted through either suggestion boxes or in the comments
book.
Adhering to the hotel principle that ‘‘a customer is always right’’ so even if the problem is
for the customers but the management have to take risk and apologizing to the clients and make
them feel happy so as to create a good image of the hotel to the tourists.
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CHAPTER FIVE
5.0: Summary
The researchers intended to assess the contribution of tourism in the growth of tourism in
Tanzania specifically in Mwanza city. Three main methods in data collection were used such as
open ended questionnaires, interview and direct observation from the hotels. The questionnaires
were written down in an organized manner and distributed to the respondents ready to respond.
Interviews were also conducted with a highly ethical standard from the researchers which
brought about important results. Observation was conducted with the permission from the
management
The data were organized, analyzed and presented in detail in chapter four. In the data presented
in chapter four show that the respondents had a general knowledge of the concept of hotels and
tourism which lead them to respond positively concerning the study of how tourism contribute to
The study realized that availability of quality services offered in the hotels to the tourists have a
positive contribution to the growth of tourism due to the fact that the tourists wish to acquire
good services as they expected to get before coming to the hotel. Therefore this creates a good
image to the tourists which results to the increase of the number of visitors and hence it increase
business reputation in tourism development. In connection to that the quality of service and good
customer care has been in general good hence can increase number of tourist and therefore lead
to the growth of tourism industry elsewhere in the world. In addition to that the study revealed
lix
that service quality and customer care are implemented in a huge percentage but yet there are
some of the limiting factors that the study under covered during the research.
The study realized that, hotels cannot stand alone in the tourism industry hence it has a link with
other tourism sectors. For instance in Mwanza, the study has revealed that there is a positive link
of hotels and other sectors such as Tour operators like Serengeti expedition, The Natures Land
Safaris and Masumn Tours just to mention a few. Also the hotels link with Sukuma museum,
Moreover as to bring about best results the researcher through observations, interviewed some of
the managers of the five hotels about how they hand different claims of customers. In which they
all commented that the code of ethics for hotels have a wider positive impact towards the
development of tourism industry. However they commented on the principle of service in the
hospitality industry that the customer is always right therefore always saying sorry is better so as
5.1: Conclusion
The development of hotels in the tourism industry is very important because without hotels the
tourism industry cannot develop since these hotels host tourists from different parts of the world
who wish to have recreation in their holidays, however these hotels face a great challenge
The findings reveals that among the challenges facing the hospitality industry include shortage of
qualified personnel, different expectations and different demands of the tourists which make it
difficult for every customer to be satisfied due to their different attitudes and different perception
lx
on the services they get. However in Mwanza, the findings indicate that the rate of customer
satisfaction is high since the respondents whom the researchers interviewed seem to be satisfied
with the services provided the tourists in Mwanza. In the case of hoteliers and the hotel investors,
they have to know that the reasonable cost against their services is the key fundamental factors
which make the tourists’ choice of a place to stay and the place to eat. So there must be the
reasonable price of the products so as to attract more clients since there is a high competition in
5.3.0: Recommendations
Tourism sector in Tanzania act as the back born of our economic as the second after mining
sector increasing the GDP of our country. The government should invite more tourism investors
to invest in our country particularly hotels investors that provide meals and accommodation and
other tourist facilities both in cities and rural area where the tourists attractions found. Also the
government should have good policies and advertisement about tourism products, improve
The tourism investors should work on the challenges so as to trounce the problem especially
train the staffs about how to handle the customers, employ professional staffs. Skilled staffs will
help the organization to handle customer’s continuous claim in high degree than the
unprofessional staffs. Also the management should investigate opportunity for more investments
lxi
5.3.3: Recommendation to Tumaini University.
As far as tourism becoming an important sector in our country, hence the college should provide
more extra material concern tourism especially to improve both theoretical and particles training
in hotels managements, wildlife management and tour operation as well as public relations since
it provide good customer care which are essential in tourism development in our nation and
world at large. Also the college should employ more professional lecturers who are competent in
providing essential knowledge of tourism management. So far the student becomes competent
enough to compete in the world tourism market than the other colleges which provide tourism
knowledge or skills.
The researchers are the people who are very important in tourism development in our country
and world at large. Therefore the researchers should investigate the tourism products especially
in the unknown place rather than going the very famous tourism places example in our country
most of researchers prefer Arusha, Zanzibar, ngorongoro, Serengeti and Kilimanjaro as far as
Dar es salaam is concerned. Because there is no any research about hotels in Mwanza that has
been done, the researchers are more likely needed to do research about hotels development and
investigate the tourism attraction found in Mwanza and advertize those products so as to get
more customers who will increase the national GDP (growth of domestic products). For instance
during are finding we investigate that there are so many tourists attraction in Mwanza which
need to be researched and invite more investors who will invest much in hotels in order to
lxii
6.0: BIBIOGRAPHY
Bhatia A.K (1982). Tourism Development Principles and Practices, Sterling Pub. New
Delhi.
Eldis (2001) as retrieved from www.eldis.org. on 30th May 2013 at 10:00 am.
J.L (2001).Hospitality Manangement and Organizational Behavior 4th Edition. Long man
Malaysia, V.I.P
Open Learning.
Kothari, C.R. (1990). Research Methodology; Methods and Techniques 2nd edition.
lxiii
Pentecost D. (1991). Quality Management: `’The Human Factor’’ European participation
monitor.
Steadmon and Kasavana L.M (1988), Managing Front Office Operation 2nd Edition
Research budget
S TRANSACTION COSTS PER TOTAL COSTS (TSH)
/N TRANSACTION
(TSH)
1 Stationeries:-
5,000 45,000
2 Secretarial services:-
Typing ---------
Photocopy
Binding 50,000
Printing
20,000 120,000
50,000
lxiv
3 Meals and
accommodation 300,000
300000
4 Transport cost 200000 200,000
5 Miscellaneous cost 100,000 100,000
TOTAL 76,5000
Schedule of activities
2012 2013
MAY JUN JULY DEC JAN FEB MAR APR MAY JUNE JULY
Proposal
development
Data collection
analysis
Report writing
and submission
APPENDEX II
CONSENT LETTER
We, Kastamu Matatizo P and Ngiimba Sepere of Tumaini University Iringa University
College third year students studying Bachelor of Arts in Cultural Anthropology and Tourism, we
lxv
are conducting a research concerning the topic “The contribution of Hotels to the growth of
We assure you that the information, which you will give us, will be confidential and will be used
APPENDEX III
You are kindly asked to answer all questions with high gratitude and transparency
lxvi
a) Male, b) Female{ }
3. Marital status
5. Level of education
f)PhD{ }
7. Do you know anything about hotels and their contribution to the growth of tourism
industry?
a) Yes, b) no { }
8. Which type of customers is most likely to visit in your hotel for the purpose of consuming
your service?
9. To what extent do the tourists appreciate your services delivery in this hotel?
lxvii
…………………………………………………………………………………………………
10. is there any additional service that is provided to the customers apart from those which are
booked?
a) One star, b) Two star, c) Three star, d) four star, e)Five star, f) No star{ }
12. What ways does the management use to ensure the provision of quality services in order
13. Which challenges do you meet as one among the management staff in assuring that the
quality service and customer care services are well provided in this hotel?……………………
14. How do the management handle different claims of both customers and the employees to
15. How does your hotel contribute to the growth of tourism industry in Mwanza
city………………………………………………………………..
16. How do you link with the other tourism sectors in Mwanza city?……………Thank you
lxviii
APPENDEX IV
You are kindly asked to answer all questions with high gratitude and transparency
a) Male, b) Female{ }
3.Marital status
5. Level of education
f)PhD{ }
7. Do you know anything about hotels and their contribution to the growth of tourism
industry?
a) Yes, b) no { }
lxix
8. Which type of customers is most likely to visit in your hotel for the purpose of consuming
your service?
9. To what extent do the tourists appreciate your services delivery in this hotel?
…………………………………………………………………………………………………
b) One star, b) Two stars, c) Three stars, d) four stars, e)Five stars, f) No star{ }
11.what is the maximum number of guests does this hotel accommodate per night?
………………………………………………………………..
12. what are the challenges do you face in the hotel while providing services to the tourists?
…………………………………………………………………………………………
13.How do the hotels in Mwanza city contribute to the growth of tourism industry?
…………………………………………………………………………………………………
14. Is there any link between hotels and other tourism sectors in Mwanza city?……………
If yes, mention the other tourism sectors that hotel link with………………………………
APPENDEX V
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QUESTIONNAIRES FOR VISITORS/ TOURISTS
You are kindly asked to answer all questions with high gratitude and transparency
a) Male, b) Female { }
3. Marital status
5. Level of education
f)PhD{ }
lxxi
a) Yes, b) somehow, c) no { }
9. Does the price of the products match with the quality of the services available in these
10. What were your expectations in the service delivery before coming to this
hotel?.............................................................................................
12. Do you think there are any contributions which are made by the tourist hotels to the
13. If yes, mention those contributions which are made by these hotels to the growth of
14. What are your comments towards the services delivered by the hotels in Mwanza
city?.......................................................................................................................................
lxxii