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Service Quality - Hindrance to Success of Tourism Businesses Owned by Indigenous Kenyans

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dc.contributor.author Katuse, Paul
dc.contributor.author Ragui, Mary
dc.contributor.author Gakure, Roselyn
dc.contributor.author Waititu, Anthony
dc.date.accessioned 2015-06-26T13:48:58Z
dc.date.available 2015-06-26T13:48:58Z
dc.date.issued 2013
dc.identifier.issn 2315-5051.
dc.identifier.uri http://erepo.usiu.ac.ke/11732/431
dc.description A Journal article by Dr. Paul Katuse, a Lecturer at the Chandaria School of Business in USIU- Africa en_US
dc.description.abstract Though there are many factors that could be hindering success of tourism businesses owned by indigenous Kenyans, this paper takes a critical look at service quality as a main factor. It is anchored on a research carried out in Kenya on factors hindering success of tourism businesses owned by indigenous Kenyans in the tourism industry. From empirical review, implementation of the foreign direct investment policy in Kenya attracted many investors particularly as tour operators. This brought about heavy competition in the industry as the investors are able to tap international tourists from their home countries thus dominating the market. The literature also informs that foreign operators get high profits than local operators for example in the year 2007, they earned an aggregate profit of 78 % as compared to 22% earned by the local operators. The research took a descriptive research design. Stratified sampling was carried out and 104 tour operators were sampled as respondents. Questionnaire was used to collect data. SPSS was used as a statistical tool for analysis for this study. The five dimensions of service quality were analysed as derived from SERVQUAL model: Reliability, Assurance, Tangibility, Empathy and Responsiveness. Service Quality was found to explain success of tourism businesses owned by indigenous Kenyans by 83.2%. A unit change on service quality could also lead to positive change of 0.929 on success. Reliability and Tangibility were found to be the main drivers of success. Recommendation to enhance reliability and tangibility dimensions were raised. en_US
dc.publisher Prime Journal of Social Science (PJSS) en_US
dc.subject Service quality en_US
dc.subject tourism en_US
dc.subject success en_US
dc.subject Kenya en_US
dc.title Service Quality - Hindrance to Success of Tourism Businesses Owned by Indigenous Kenyans en_US
dc.type Article en_US


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