Influence of Perception of Customer Care Service on the Performance of Hotel Business in Tanzania: A Case of Selected Three-Star Hotels in Mwanza City
Keywords:
Customer care service, Employee’s competence, Employee’s empathetic behaviour, Hotel performance, Proactive customer serviceAbstract
The hotel industry is crucial to the social and economic advancement of any nation since it creates jobs, boosts GDP, employs a significant number of people, generates foreign exchange and government money, and provides goods and services to guests. The study aimed to examine the influence of the perception of customer care service on the performance of hotel business in Tanzania. To be more precise, to ascertain the impact of proactive customer care on the performance of selected three-star hotels as well as the effect of competent customer care provided by employees on the performance of hotels.
The study was guided by the Role theory. A sample of 153 respondents from selected three-star hotels in Mwanza City was used namely; New Mwanza Hotel, Hotel Tilapia and Victoria Palace Hotel and 153 questionnaires were returned dully filled in. Data was analyzed quantitatively with the help of SPSS version 22 and presented in descriptive and inferential statistics. Specifically, the demographic profiles of the respondents were presented in the form of frequency and percentages.
The findings revealed that employee’s competence and proactive customer service were statistically significant. The study will assist the government in streamlining, maintaining, and enforcing regulations that support customer service as a viable driver of growth in the hospitality industry.
