IRINGA UNIVERSITY COLLEGE

THE CONTRIBUTION OF HOTELS TO THE GROWTH OF

TOURISM INDUSTRY IN MWANZA CITY

BY

MATATIZO P.KASTAMU

A RESEARCH REPORT SUBMITTED TO THE DEPARTMENT OF

CULTURAL ANTHROPOLOGY AND TOURISM FOR THE
PARTIAL FULFILLMENT OF THE AWARD OF BACHELOR OF
ARTS IN CULTURAL ANTHROPOLOGY AND TOURISM OF
TUMAINI UNIVERSITY, IRINGA UNIVERSITY COLLEGE

SUPERVISOR: MR, EMANUEL DAMALO

CERTIFICATION

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

requirement of the Bachelor of Arts in Cultural Anthropology and Tourism at Tumaini

University- Iringa University College.

…………………………………

Emanuel Damalo (SUPERVISOR)

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

University for a similar or any other degree award.

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

and guidance through giving us health.

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

proposals and this dissertation).

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

whose love, encouragement and editing assistance.

May God bless you all.

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LIST OF FIGURES & TABLES

Fig 1: A graph to show category of Respondents

Fig 2: Respondents by gender

Fig 3: A pie chart to show the age of respondents

Fig 4: marital status

Fig 5: nationality of respondents

Fig 6: Carrying capacity of Hotels

LIST OF TABLES

Table 1……. Respondents’ Categories

Table 2……. The Researched Hotels in Mwanza

Table 3......... Respondents’ gender

Table 4…..... Respondents’ Age

Table 5…….. Respondents’ nationalities

Table 6…..Respondents’ Level of education

Table 7………price and service relationship

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ABREVIATIONS

A.D………….Anno Domino

BACAT…….. Bachelor of Arts in Cultural Anthropology and Tourism

BOT……….Bank Of Tanzania

GDP …….Growth of Domestic Product

HRM….Human Resource Manager

MNRT………. Ministry of natural resources and tourism

NGO’S……... Non Governmental Organizations

T. H. F. G…… Trust houses Forte Group …

TTB……Tanzania Tourist Board

UNWTO……United Nation World Tourism Organization

USD………United States Dollars

WTO……… World Tourism Organization

F & B……… Food and Beverage

HRM………. Human Resource Manager

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 CHAPTER ONE

INTRODUCTION AND BACKGROUND OF THE STUDY

1.0: Introduction of the study

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

relationship to the growth of tourism industry).

1.1: Background of the study.

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

economies through foreign exchange earnings, creation of employment opportunities and

provision of public revenues. With proper improvement of life standard though economic

benefits can play a crucial role in the process of poverty alleviation.

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

Sukuma Museum and business purpose.

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

hotels are designed to thoroughly pamper and impress guest.

1.2.0: Statement of the study

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

facing hotel service providers in Mwanza

1.3.: Research objectives:

The main objective of the study is to assess the contribution of hotels in the growth of tourism

industry in Mwanza city.

1.3.1: Specific objectives

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 1. To account for the carrying capacity of respective tourist hotels.

2. To assess the categories of tourists visit or stay in Mwanza city hotels.

3. To investigate the contribution of hotels in the growth of tourism.

4. To identify the challenges facing the hotel service providers in Mwanza city.

5. To suggest solutions to the challenges facing hotel service providers in Mwanza.

1.4.0: Research questions

1) What is the carrying capacity of respective tourist hotels?

2) What are the categories of tourist stay or visit in Kwanza city hotels?

3) What is the contribution of hotels?

4) What are challenges facing services providers in mwanza city?

5) What are the measures or solutions to the challenges facing hotels services providers in

Mwanza?

1.5.0: Significance of the study.

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

community, destination managers and government officials.

 The study provides opportunities for researchers to be awarded degrees.

 The findings obtained in this research will be source of material to other researchers who

will be conducting the study in related areas and related topics.

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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

for learning process.

1.5.3: To the hotel investors

 The findings will be useful for the hotel investors to provide quality services so as to

attract more customers.

1.5.4: To the government.

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.

1.6: Scope of the study.

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.

1.7: Limitations of the study.

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

comprising transportation, accommodation, eating and drinking establishments, retail shops,

entertainment businesses and other hospitality services provided for individuals or groups

traveling away from home" ( Feuler G. 1905).

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

earning activity."(Hunziker and Krapf, 1941,)

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).

1.9.0 Conceptual framework

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

Assistant 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

Associate Assistant Telecom Assistant Superviso Assistant -Recruitment Sales Assistant

executive Front municati chief rs F&B -Benefits manager controller
house Office on Engineer Manager -Payroll
keeper Manager operator -Training
-Labor
relation
Security
Supervisors Assistant Executive
Supervisor officers
managers chef
energy Accountant F&B
management executives controller

(Source:http://www.helium.com/items/1491348-different-hotel-departments as retrieved on 7th

July 2013 at 1:30 hours)

xiii
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

corresponding duties to utilize the performance of each hotel functions.

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.

Food and Beverage (F&B)

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

(meetings, events and private functions) and finally Room Service.

Laundry Department

Under this department, it deals with handling the cleanliness of the cutleries and utensils, handle

washing, polishing and cleaning of the utensils.

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

account and guest enquires.

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Concierge

They handle or manage guest enquires, valet parking, and guest luggage. Handle in-coming &

out going mails for guests.

Housekeeping

This department is responsible for maintaining cleaning standards of the guest rooms and public

areas. Also it deals with staff uniforms and laundry services

Maintenance & Engineering

Manage day to day maintenance issues that arise. No direct contact with guest, fix anything that

is broken or faulty (e.g. – television, chairs, bulbs, etc)

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

handling the purchase of food or items used by the various departments.

Sales & Marketing

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,

vending and catering services.

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

xvi
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

these departments the word tourism cannot be completed.

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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

D.K and Delno L.A 2006).

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

and what should be.

2.1: Empirical literature review

2.1.1: Hotels

There are a number of studies and writing on the issue concerning with hotels and their

contribution to the growth or decline of the tourism industry such as follows:

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

xviii
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

to airports has multiplied.

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

why Great Britain is considered as the mother land of hotel industry.

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

as the destination itself (Urvashi Yashroy 2008)

2.1.2: Types of hotels

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

xix
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

hotels. (Mmulls. J.L2001).

Therefore basing on the above criteria the classification or types of hotels may be as follows:-

According to the location

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

which are found in destinations.

According to the relationship with a particular means of transport

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

through various means of transport.

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

well as airport hotels.

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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,

overnight accommodation and breakfast only, or an apartment hotel.

According to the size of hotels and room configuration

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.

According to the class or grade of hotel

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.

According to ownership and Management

The classification of hotels may be based on the ownership and Management of the hotel for

example chain or group hotels and individually owned or independent hotels.

2.1.3: Quality of service and customer satisfaction

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

service is the one which provides performance at an acceptable price or conformance at an

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:

The consumer as a participant in the process, Simultaneous production and consumption,

Perishable capacity, Site selection determined by customer needs and demands, Labor intensive,

Intangibility and difficulty in measuring performance. Lack of ownership and alike.

2.1.5: The nature of services in the Hotels

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

of the process of the service delivery

 The quality of services and customer satisfaction is equals to service quality delivered

minus service quality expected.

The value of a service to a consumer equals service quality, both technical and functional

2.1.6: Attributes of the service quality

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

and other service facilities.

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,

keeping records correctly and performing a service at a designated time.

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

back quickly and giving prompt service such as selling up appointments.

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

well as personnel security.

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

customer zed service (Knowles .T.M. 1998).

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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

magazines, have suits dry cleaned, or shirts and socks laundered.

Hotels provide hair dressing establishments where guests can get shave or haircuts, a gift shop to

buy presents and soveniuors.

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.

2.1.8: Contributions of hotels to the growth of tourism industry.

A hotel or Inn is defined as an establishment whose primary business is providing lodging

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

furniture and fixtures (Steadmon E.S et al 1988).

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

will influence the increase of tourists as a result of the growth of tourism.1

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

the Hospitality industry).

2.2: Research Gap:

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.

xxv
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.

xxvi
 CHAPTER 3:

RESEARCH METHODOLOGY

3.0: Research approach

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

data base showing dissimilar attribute of targeted group or respondents.

3.1: Research Design

Research design refers to the way in which its subject or constituents such as customers are

organized and observed, research designs can be regarded as traditionally categorized as

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.

xxvii
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,

xxviii
Nyamanoro, Pansiasi, Nyakato) -Nyamagana- (Pamba, Isamilo, Mkuyuni, Nyamagana,

Mbugani, Butimba, Mirongo). Administratively, the City Council is run by the Councillors under

the leadership of Lord Mayor.

Bismark rock

(Source: www.mwanzaguide.com )

3.2.1: Population of Mwanza city

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

National Population Census 2002).

3.2.2: Tourism destinations at Mwanza

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

xxix
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).

3.3: Data types and sources

Both secondary and primary sources were used for stance the official statistics were collected

including a review of earlier studies on hotels and tourism in Mwanza.

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

xxx
tourists and their relationship with other stakeholders such as tour operators, travel agents,

tourists and government officials were intervie

3.4: Sampling procedures and sample size

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

population by examining only a part of it (Kothari 2004).

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

theoretically representative of the study population by maximizing the scope or range of

variation of the study.

Why non probability sampling?

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

contribution of hotels to the growth of tourism in Mwanza ity.

 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.

3.4.1: Table 1: Respondents’ Categories

Respondents Frequency Percentage

Tourists 18 36%

Hotel Management 10 20%

Staffs 22 44%

Total 50 100%

Source; Field data, 2013

3.4.2: Figure 1: A graph to show category of Respondents

(Source Field data 2013)

xxxii
3.4.3: Table 2: The Researched Hotels in Mwanza

No NAME OF HOTEL LOCATION STATUS OF

HOTEL TYPE OF THE THE HOTEL

HOTEL

1 Malaika Resort Ilemela Five star

Beach Resort
City Centre
2 The New City Hoetel Four Star

Mwanza (Nyamagana)

Hotel

3 The Midlands City Hotel City centre Three star

Hotel (Nyamagana)
Three star
4 Ryans’ Bay Destination Station Road

Hotel Hotel

5 The G& G Down town Miti Mirefu

Hotel Hotel (Nyamagana) Three star

( Source: Field Data 2013)

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3.5.0: Methods of data collection

The collection of data involved a number of ways include the followings;

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

hotels. we used this techniques as a researchers in data finding

Interviews

According to (Kothari, 2006), an interview is a set of question administered through oral or

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

enabled us as the researchers to get supplementary information obtained by interviewing the

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.

xxxiv
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.

3.5.1: Procedures and methods of data processing and analysis

i. Descriptive statistics including frequency, tables, percentages and ratios were used

ii. Computation and interpretation of hotels and tourism industry information which have

been provided by respondents.

iii. Computation and interpretation of linkages between tourism and hotels as were as their

relationship with other tourism sectors and stakeholders

3.5.2: Research findings discussions and presentation

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

the use of frequency distribution table, charts or diagrams.

xxxv
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

during the collection and presentation of the findings

xxxvi
 CHAPTER FOUR

DATA ANALYSIS, INTERPRETATION AND PRESENTATION

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 contributions of hotels to the growth of Tourism in Mwanza city.

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.

4.1: Profile of respondents

Gender of the respondents

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

balance/ imbalance in different matters such as chances of employment, education as well as in

the level of management since both male and female are important as stakeholders in the

promotion of tourism industry elsewhere in the world.

4.1.1: Table 3: Respondents’ gender

Gender Male Female Total

Frequency 30 20 50

Percentage 60% 40% 100%

Source; Field data, 2013

4.1.1.1: Figure2: A bar graph to show respondents by gender

Source: field data, 2013

xxxviii
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

service providers in the tourism industry.

4.1.2: Age of the respondents

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

Age in years 16-25 26-35 36-45 46-55 Above 55 Total

Frequency 14 23 06 04 03 50

Percentage 28% 46% 12% 08% 06% 100%

4.1.2.2: Figure 3: A pie chart to show the age of respondents

Source: Field data, 2013

The table and pie chart above illustrate the percentage of the respondents’ age. The respondents

who were either interviewed or responded through questionnaires were as follows:

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

xl
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.

4.1.3: The marital status of the respondents

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:

4.1.3.1: Figure4: A pie chart showing Respondents’ Marital status

Source: field data 2013

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

respondents, Widower is 2% of the total respondents and divorced 4% of total respondents

xli
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.

4.1.4.1: Table 5: A frequency distribution table showing nationality of respondents

Country Frequency Percent

Tanzanians 22 44%

Germans 2 4%

British 1 2%

French 2 4%

Others 23 46%

Total 50 100%

Source: Field data, 2013

xlii
4.1.4.2: Figure 5: The graph to show respondents’ nationalities

Source: Field data, 2013

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.

4.1.5: Level of education of the respondents

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.

4.1.5.1: Table 6: A distribution Table to show the respondents’ level of education

Rank Primary Certificate Diploma Bachelor Masters PhD Total

Frequency 1 17 16 8 7 1 50

Percentage 2% 34% 32% 16% 14% 2% 100%

Source: Field data, 2013

xliv
4.1.5.2: Figure 6: A graph to show the respondents’ level of education

Source: Field data, 2013

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.

xlv
4.2: Main body

The study intended to assess the contribution of hotels to the growth of Tourism industry in

Mwanza city. With specific objectives as follows:

 To account the carrying capacity of respective tourist hotels.

 To assess the categories of tourists who visit to most of hotels in Mwanza.

 To investigate the contribution of hotels in the growth of tourism.

 To identify the challenges facing the hotel service providers in Mwanza city.

 To suggest the solution to challenges facing hotel service providers in Mwanza.

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

Mwanza, are different such as follow:

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

tourists per month and 3067200 tourists per year.

4.2.1.1: Table 7: A Table to show the carrying capacity of hotels

Name of Hotel Number of guests Number of guests Number of guests hosted

hosted per night hosted per month per year

Malaika 150 4500 54000

The new Mwanza Hotels 100 3000 36000

Midlands hotel 76 2280 27360

Ryans’ bay hotel 54 1620 19440

The G & G hotel 46 1380 16560

Total 426 12780 153360

Source: Field Data 2013

xlvii
4.2.1.2: Figure 6: A graph showing the Hotels carrying capacity per night

Source: field data, 2013

4.2.2: An assessment of the categories of tourists visit or stay in Mwanza hotels’

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

showed in graph below.

xlviii
Table 4.2.1.3: A frequency distribution table showing categories of tourists visiting/ stay in

Mwanza city hotels’

Country frequency Percent

Tanzanians 22 44%

Germans 2 4%

British 1 2%

French 2 4%

Others 23 46%

Total 50 100%

(Source: Field data, 2013)

4.2.3: The contribution of hotels to the growth of tourism in Mwanza city.

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

and services to the tourists.

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;

xlix
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

development of tourism in Mwanza.

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 city as the way of marketing tourism products.

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

more than $122,688,000 per year as which is equivalent to Tsh184,032,000,000/=

l
(One hundred eighty four billion and thirty two Million only per year) as result of economic

growth of Mwanza city and Tanzania in general)

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

were as follows such as follows:

Improvement in Environmental cleanliness and efficient services: The hotel Managements’

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 tourist said.

The Management are doing the best, they resemble to be reasonable people and they don’t want

to lose their clients.

Improvement of the hotel cleanliness, safety and tranquil and enhancement of customer care of

employees, employ professional and conduct on job training.

li
Bedding and towels should be replaced. Hotels should not wait until they are over used, therefore

they should be replaced on time.

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.

4.2.3.2: The relationship between hotels and tourism industry

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

lead to the growth of tourism in general.

4.2.3.3: The rate of service satisfaction to the tourists.

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

Mwanza is in high degree.

lii
4.2.3.4: Table 7: price and service relationship

Price and service match Frequency Percent

Yes 12 80%

No 0 0%

Somehow 3 20%

Total 15 100%

Source: Field Data 2013

4.2.3.5: Relationship between price and service

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

related in contributing to the growth of tourism in Mwanza city.

4.2.3.6: Expectations of tourists before going to any hotel.

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

liii
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

respondents which help them to get correct information.

4.2.3.7: The reaction of tourist when their expectations are archived

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.

This implies the growth of tourism in Mwanza city.

4.2.3.8: How the tourists appreciate service delivery in the hotels

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

responded that the tourists through the following ways:

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.

liv
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.

4.2.3.9: The link of hotels and other tourism sectors

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

sectors and different historical sites.

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

questioned through questionnaires responded by outlining different challenges such as follows:

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

have different mother languages to be served.

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 staff may be responsible. So hence this becomes a great challenge.

4.3.1: Challenges facing the Hotel Management

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

by outlining the challenges as follows:

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’’.

One of the General Managers said.

This challenge was outlined in all the researched hotels in Mwanza city. So labor recruitment is

still a challenge to the hotel managers.

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

difficult to fulfill all customer needs due to their nature of demands.

lvii
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

SUMMARY, CONCLUSION AND RECOMMENDATIONS

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 growth of tourism in Mwanza city.

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,

Sanane national park, travel agents and alike.

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

to make the tourist always feel happy.

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

concerning the service they offer to the tourists.

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

the tourism business especially for the developing countries.

5.3.0: Recommendations

5.3.1: Recommendations to the government

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

infrastructure and superstructure, water supply in hotels as well as to improve communications

facilities in the hotels.

5.3.2: Recommendation to hotels investors.

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

so as improve tourism development in our country and world at large.

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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.

5.3.4: Recommendation to the researchers

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

accommodate more guests.

lxii
6.0: BIBIOGRAPHY

 Andrew Leah (2012). An article , meaning of education level as retrieved from

www..English.stackexchange.com on 15th September 2012.

 Andrew S.(1982), Hotels Front Office Training Manual

 Bhatia A.K (1982). Tourism Development Principles and Practices, Sterling Pub. New

Delhi.

 Education Researchers Smyth (2004), Conceptual framework

 Eldis (2001) as retrieved from www.eldis.org. on 30th May 2013 at 10:00 am.

 http://ezinearticles.com/?expert=Suman-Ahiya as retrived on 7th June2012 at 18:00hours

 J.L (2001).Hospitality Manangement and Organizational Behavior 4th Edition. Long man

Malaysia, V.I.P

 James G. (1991).Quality of working life and Total Quality Management

 Kombo, D. K. et al (2002): Research methods, Nairobi: Kenyata University, Institute of

Open Learning.

 Kothari, C.R. (1990). Research Methodology; Methods and Techniques 2nd edition.

 Mwanza City Council, the National Population Census 2002

lxiii
  Pentecost D. (1991). Quality Management: `’The Human Factor’’ European participation

monitor.

 Power T. (1979), Introduction to Management in Hospitality 3rd Edition.

 Steadmon and Kasavana L.M (1988), Managing Front Office Operation 2nd Edition

 United Nation World Tourism Organization (UNWTO 1991)

 Urvash Yashroy.(2008). An article on Hostels and Tourism. Mmulls Publication ltd

APPENDEX I: SCHEDULE AND RESEARCH BUDGET

Research budget
S TRANSACTION COSTS PER TOTAL COSTS (TSH)

/N TRANSACTION

(TSH)
1 Stationeries:-

 Flash disk(2) 30,000

 Paper
 Others 10,000

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

Data coding and

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

Tourism industry in Mwanza city”.

We are kindly requesting you to assist us by filling the provided questionnaires.

We assure you that the information, which you will give us, will be confidential and will be used

only for academic matters and not otherwise

Thank you for your assistance

APPENDEX III

QUESTIONAIRES FOR MANAGEMENT IN THE HOTEL

You are kindly asked to answer all questions with high gratitude and transparency

1. In which gender are you?

lxvi
a) Male, b) Female{ }

2. How old are you?

a). 16-25 , b)26-35, c)36-45, d)46-55, e)Above 55{ }

3. Marital status

a) Married, b) single, c) divorced, d) widow, e) widower{ }

4. What is your position in this hotel?……………………………

5. Level of education

a) Primary education, b) certificate, c)diploma, d) bachelor degree, e)Masters degree,

f)PhD{ }

6. Your nationality is………………………………….

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?

a) Local tourists b) international tourists { }

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) Yes, b) no, c) I don’t know { }

11. What is the standard of this hotel?

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

to meet the customer expectation? ………………………………………………………..

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

assure the improvement of delivering quality services and satisfaction………………………

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

for your cooperation

lxviii
APPENDEX IV

QUESTIONAIRES FOR STAFF

You are kindly asked to answer all questions with high gratitude and transparency

2. In which gender are you?

a) Male, b) Female{ }

2. How old are you?

a). 16-25 , b)26-35, c)36-45, d)46-55, e)Above 55{ }

3.Marital status

b) Married, b) single, c) divorced, d) widow, e) widower{ }

4. what is your position in this hotel?……………………………

5. Level of education

b) Primary education, b) certificate, c)diploma, d) bachelor degree, e)Masters degree,

f)PhD{ }

6. Your nationality is……………………………………………..

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?

b) Local tourists b) international tourists { }

9. To what extent do the tourists appreciate your services delivery in this hotel?

…………………………………………………………………………………………………

10. What is the standard of 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………………………………

Thank you for your cooperation

APPENDEX V

lxx
QUESTIONNAIRES FOR VISITORS/ TOURISTS

You are kindly asked to answer all questions with high gratitude and transparency

1. In which gender are you?

a) Male, b) Female { }

2. How old are you?

a). 16-25 , b)26-35, c)36-45, d)46-55, e)Above 55{ }

3. Marital status

c) Married, b) single, c) divorced, d) widow, e) widower{ }

4. What is your position in this hotel?……………………………

5. Level of education

c) Primary education, b) certificate, c)diploma, d) bachelor degree, e)Masters degree,

f)PhD{ }

6. Your nationality is………………………………….

7. Is there any relationship between hotel and tourism industry?

a) Yes. b) No, c) I don’t know { }

8. Are you satisfied with the service provided in these hotels?

lxxi
a) Yes, b) somehow, c) no { }

9. Does the price of the products match with the quality of the services available in these

hotels of Mwanza city?

a) No, b) somehow, c) yes { }

10. What were your expectations in the service delivery before coming to this

hotel?.............................................................................................

11. When your expectations are achieved, what do you do?................................................

12. Do you think there are any contributions which are made by the tourist hotels to the

growth of tourism in Mwanza city?...............................................................................

13. If yes, mention those contributions which are made by these hotels to the growth of

tourism industry in Mwanza city………………………………………………

14. What are your comments towards the services delivered by the hotels in Mwanza

city?.......................................................................................................................................

Thank you for your cooperation

lxxii