Pub Date : 2021-04-30DOI: 10.46222/ajhtl.19770720-120
L. Tseane-Gumbi, V. Ojakorotu
Globalization propagates the dominance of internationalization and the shortage of resources to strengthen competitive edges is apparent. The 4th Industrial Revolution (4IR) in developing countries is still a wish rather than a reality, putting more strains on destinations located in developing countries and hampers destination marketing strategies. This paper examines the rationale for destinations’ confusion over their positioning status, using the North West Province as a reference point. The paper adopts a qualitative design which was sourced through reviews of destination marketing strategies, white paper tourism policy and provinces’ tourism websites. The reviews were further analyzed using content analysis. The results indicate that the province positions itself as a cultural and heritage destination and that cultural and heritage activities account for less than 5%. Also, the results indicate a mismatch of the province’s strong attributes and marketing positioning strategy. The paper concludes that the province would become the hub of destination marketing and huge patronage if it focuses on its strengths and main competitive edge, namely the social activities, shopping, eating out, nightlife, and natural attractions such as the sun, dunes, and platinum mines.
{"title":"Muddling Through Destination Marketing: Experiences from the North West Province, South Africa","authors":"L. Tseane-Gumbi, V. Ojakorotu","doi":"10.46222/ajhtl.19770720-120","DOIUrl":"https://doi.org/10.46222/ajhtl.19770720-120","url":null,"abstract":"Globalization propagates the dominance of internationalization and the shortage of resources to strengthen competitive edges is apparent. The 4th Industrial Revolution (4IR) in developing countries is still a wish rather than a reality, putting more strains on destinations located in developing countries and hampers destination marketing strategies. This paper examines the rationale for destinations’ confusion over their positioning status, using the North West Province as a reference point. The paper adopts a qualitative design which was sourced through reviews of destination marketing strategies, white paper tourism policy and provinces’ tourism websites. The reviews were further analyzed using content analysis. The results indicate that the province positions itself as a cultural and heritage destination and that cultural and heritage activities account for less than 5%. Also, the results indicate a mismatch of the province’s strong attributes and marketing positioning strategy. The paper concludes that the province would become the hub of destination marketing and huge patronage if it focuses on its strengths and main competitive edge, namely the social activities, shopping, eating out, nightlife, and natural attractions such as the sun, dunes, and platinum mines.","PeriodicalId":8309,"journal":{"name":"April 2021","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"81719982","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-04-30DOI: 10.46222/ajhtl.19770720-130
Bongiwe Nzeku, R. Duffett
Social media has an enormous influence on the manner in which people look for and distribute data, and select a tourist destination. Hence, research was undertaken to ascertain the role of social media as a communication and marketing tool for Cape Town tourist attractions (Cape Point, Groot Constantia Wine Estate, V&A Waterfront, Table Mountain Aerial Cable Way and Kirstenbosch Botanical Gardens) via the analysis of tourists’ cognitive, affective and behavioural attitudinal responses. The results revealed that tourists displayed positive cognitive/affective and affective/behavioural attitude associations towards social media usage by the Cape Town tourist attractions. Several demographic and usage characteristics resulted in significant positive attitudes regarding Cape Town tourist attraction social media sites, viz. South African and African tourists; mobile device access; new social media users; daily log-ons; Black, Indian and Coloured tourists; and tourists who used the local Rand currency. The findings could be used by Cape Town tourist attractions to improve their social media platforms, and thereby the effectiveness as a marketing tool. The study makes an original contribution since few tourism-related studies investigated the hierarchy of effects model in terms of social media and most previous research only considered usage and demographic characteristics as descriptive measures.
{"title":"The Use of Social Media as a Marketing Tool by Tourist Attractions: Influence on Cognitive, Affective and Behavioural Consumer Attitudes","authors":"Bongiwe Nzeku, R. Duffett","doi":"10.46222/ajhtl.19770720-130","DOIUrl":"https://doi.org/10.46222/ajhtl.19770720-130","url":null,"abstract":"Social media has an enormous influence on the manner in which people look for and distribute data, and select a tourist destination. Hence, research was undertaken to ascertain the role of social media as a communication and marketing tool for Cape Town tourist attractions (Cape Point, Groot Constantia Wine Estate, V&A Waterfront, Table Mountain Aerial Cable Way and Kirstenbosch Botanical Gardens) via the analysis of tourists’ cognitive, affective and behavioural attitudinal responses. The results revealed that tourists displayed positive cognitive/affective and affective/behavioural attitude associations towards social media usage by the Cape Town tourist attractions. Several demographic and usage characteristics resulted in significant positive attitudes regarding Cape Town tourist attraction social media sites, viz. South African and African tourists; mobile device access; new social media users; daily log-ons; Black, Indian and Coloured tourists; and tourists who used the local Rand currency. The findings could be used by Cape Town tourist attractions to improve their social media platforms, and thereby the effectiveness as a marketing tool. The study makes an original contribution since few tourism-related studies investigated the hierarchy of effects model in terms of social media and most previous research only considered usage and demographic characteristics as descriptive measures.","PeriodicalId":8309,"journal":{"name":"April 2021","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"75035624","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-04-30DOI: 10.46222/AJHTL.19770720.110
Nadia Ferreira, I. Potgieter
The objective of the study was to explore the relationship between the concepts, “fit”, “flourishing” and “organisational commitment”, in order to inform talent retention within the hospitality industry. In addition, the study aimed to determine whether demographic variables and the facets of “fit” and “flourishing” can predict organisational commitment of employees. The study utilised a non-probability convenience sampling method (N = 389) to select employees from the hospitality industry across the Indian Ocean (Maldives, Seychelles, Mauritius and Madagascar). The sample was mostly local Mauritian males. Bivariate correctional analysis revealed positive relationships between the facets, “fit”, “flourishing” and “organisational commitment”, in the hospitality industry and further indicated that the demographic variables, and the facets of “fit” and “flourishing” can positively and significantly predict organisational commitment. The findings contribute new insights into the constructs of “fit”, “flourishing” and “organisational commitment” and extends research on antecedents of organisational commitment. These findings provide valuable talent retention recommendations for the hospitality industry. Organisations in the hospitality industry could apply these results and recommendations to effectively develop interventions for retaining their employees by taking into consideration the aspects of fit, flourishing and organisational commitment of their employees.
{"title":"Facets of Fit, Flourishing and Organisational Commitment as Explanatory Mechanisms of Talent Retention in the Hospitality Industry","authors":"Nadia Ferreira, I. Potgieter","doi":"10.46222/AJHTL.19770720.110","DOIUrl":"https://doi.org/10.46222/AJHTL.19770720.110","url":null,"abstract":"The objective of the study was to explore the relationship between the concepts, “fit”, “flourishing” and “organisational commitment”, in order to inform talent retention within the hospitality industry. In addition, the study aimed to determine whether demographic variables and the facets of “fit” and “flourishing” can predict organisational commitment of employees. The study utilised a non-probability convenience sampling method (N = 389) to select employees from the hospitality industry across the Indian Ocean (Maldives, Seychelles, Mauritius and Madagascar). The sample was mostly local Mauritian males. Bivariate correctional analysis revealed positive relationships between the facets, “fit”, “flourishing” and “organisational commitment”, in the hospitality industry and further indicated that the demographic variables, and the facets of “fit” and “flourishing” can positively and significantly predict organisational commitment. The findings contribute new insights into the constructs of “fit”, “flourishing” and “organisational commitment” and extends research on antecedents of organisational commitment. These findings provide valuable talent retention recommendations for the hospitality industry. Organisations in the hospitality industry could apply these results and recommendations to effectively develop interventions for retaining their employees by taking into consideration the aspects of fit, flourishing and organisational commitment of their employees.","PeriodicalId":8309,"journal":{"name":"April 2021","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"74552206","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
This study estimates the economic value of local environmental amenities in Bahir Dar city which is one of the tourist attraction sites in Ethiopia. The study employed choice experiment valuation method by identifying four environmental amenities attributes (Lake Tana, urban park, palm tree and street cleanliness). The study used probability multi-stage random sampling technique. The analysis was based on primary data surveyed from households in Bahir Dar city. The study presented nine choices set for each respondent; each choice set has three alternatives including the status quo option. The study employed a mixed logit model. The result showed that all improved attribute levels have positive signs and statistically significant. As expected and consistent with economic theory the monetary cost has negative signs and significant. The mixed logit model showed that there is preference heterogeneity in some attribute levels. Based on the finding, the study recommends that the city administration and the concerned body expected to implement the hypothetical policy scenario so as to improve environmental amenity.
{"title":"Economic Valuation of Local Environmental Amenities: A Case Study of Bahir Dar City, Amhara Regional State, Ethiopia","authors":"Mekuannet Worku, Tefera Berihun Taw, Malaku Tarekegn","doi":"10.46222/ajhtl.19770720-127","DOIUrl":"https://doi.org/10.46222/ajhtl.19770720-127","url":null,"abstract":"This study estimates the economic value of local environmental amenities in Bahir Dar city which is one of the tourist attraction sites in Ethiopia. The study employed choice experiment valuation method by identifying four environmental amenities attributes (Lake Tana, urban park, palm tree and street cleanliness). The study used probability multi-stage random sampling technique. The analysis was based on primary data surveyed from households in Bahir Dar city. The study presented nine choices set for each respondent; each choice set has three alternatives including the status quo option. The study employed a mixed logit model. The result showed that all improved attribute levels have positive signs and statistically significant. As expected and consistent with economic theory the monetary cost has negative signs and significant. The mixed logit model showed that there is preference heterogeneity in some attribute levels. Based on the finding, the study recommends that the city administration and the concerned body expected to implement the hypothetical policy scenario so as to improve environmental amenity.","PeriodicalId":8309,"journal":{"name":"April 2021","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"78734749","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-04-30DOI: 10.46222/ajhtl.19770720.115
Karima Imène Serhane, A. Foufa, G. A. Neglia
The paper aims to understand residents' perceptions and opinions of tourism impacts and to determine whether there is a relationship between tourism impacts and support/participation in tourism in a developing region: The Aurès. A total of 360 questionnaires were collected from the inhabitants of 4 villages, selected according to their tourist frequentation. 50 items concerning demographic characteristics, tourism impacts and tourist support/involvement were used. The results indicate that the inhabitants generally have positive perceptions and opinions towards tourism development. Motivated by the economic factor and concerned about privacy issues, residents of villages with tourist traffic are more supportive of tourism development than others. From the perspective of the tourism development that the city government has initiated, these results provide useful information for the planning and management of future tourism projects.
{"title":"Factors Affecting Residents' Support for Tourism Development: Case of the Aurès Cultural Landscape","authors":"Karima Imène Serhane, A. Foufa, G. A. Neglia","doi":"10.46222/ajhtl.19770720.115","DOIUrl":"https://doi.org/10.46222/ajhtl.19770720.115","url":null,"abstract":"The paper aims to understand residents' perceptions and opinions of tourism impacts and to determine whether there is a relationship between tourism impacts and support/participation in tourism in a developing region: The Aurès. A total of 360 questionnaires were collected from the inhabitants of 4 villages, selected according to their tourist frequentation. 50 items concerning demographic characteristics, tourism impacts and tourist support/involvement were used. The results indicate that the inhabitants generally have positive perceptions and opinions towards tourism development. Motivated by the economic factor and concerned about privacy issues, residents of villages with tourist traffic are more supportive of tourism development than others. From the perspective of the tourism development that the city government has initiated, these results provide useful information for the planning and management of future tourism projects.","PeriodicalId":8309,"journal":{"name":"April 2021","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"85742110","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-04-30DOI: 10.46222/ajhtl.19770720.117
Thandeka Nyawo, H. Kesa, E. Onyenweaku
The National School Nutrition Programme (NSNP) aims at supplying nutritious supplementary meals to schoolchildren in order to improve education outcome by elevating learning ability, school attendance, and punctuality. However, in South Africa there is an increasing number of food poisoning reports, especially in schools under the NSNP. This study seeks to assess knowledge levels of food safety and hygiene practices among NSNP food handlers in Gauteng. A qualitative research approach employing a semi-structured individual interview process was used for data collection. The results showed that lack of education and knowledge was one of the reasons behind food handlers’ non-adherence to food safety and hygiene practices. The findings also revealed that training should be a requirement for food handlers under the NSNP, in order to prevent foodborne diseases and reduce pathogen spread (cross contamination) during food preparation. The findings of this study recommend that the NSNP strengthens training programmes, evaluation and monitoring measures as these are crucial for food safety.
{"title":"Food Safety and Hygiene: Knowledge, Attitude and Practices among Food Handlers","authors":"Thandeka Nyawo, H. Kesa, E. Onyenweaku","doi":"10.46222/ajhtl.19770720.117","DOIUrl":"https://doi.org/10.46222/ajhtl.19770720.117","url":null,"abstract":"The National School Nutrition Programme (NSNP) aims at supplying nutritious supplementary meals to schoolchildren in order to improve education outcome by elevating learning ability, school attendance, and punctuality. However, in South Africa there is an increasing number of food poisoning reports, especially in schools under the NSNP. This study seeks to assess knowledge levels of food safety and hygiene practices among NSNP food handlers in Gauteng. A qualitative research approach employing a semi-structured individual interview process was used for data collection. The results showed that lack of education and knowledge was one of the reasons behind food handlers’ non-adherence to food safety and hygiene practices. The findings also revealed that training should be a requirement for food handlers under the NSNP, in order to prevent foodborne diseases and reduce pathogen spread (cross contamination) during food preparation. The findings of this study recommend that the NSNP strengthens training programmes, evaluation and monitoring measures as these are crucial for food safety.","PeriodicalId":8309,"journal":{"name":"April 2021","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"89291976","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-04-30DOI: 10.46222/ajhtl.19770720.116
K. Ogunsusi, O. Adeleke
The objective of this research is to assess the effects of herdsmen menace on tourism. Secondary data about insecurity caused by herdsmen attack were collected from news media using Google search and were subjected to descriptive statistics. The classical theory of structural functionalism and Marxian theory of historical materialism were used to explain and predict the implications of herdsmen attack on tourism. Findings of the study identified farmland destruction, attack on villages, murder of victims, kidnap and clash with farmers, injuries, rape, stealing of farm produce, robbery, and terrorism as menaces perpetrated by the herdsmen. The dysfunctional part of Nigerian societal structure which the theories used in this study identified that the contradiction between Nigerian economy and social control which was unstable leads to insurgency, and could affect the participation of Nigerian citizens and foreigners in tourism. Safety and security concerns for international and local travelers occasioned by terrorist attacks on highways in southwest Nigeria could make tourism destinations and businesses suffer from low patronage. Due to issues of insecurities along highways in southwest Nigeria, the future of family tourism, agri-tourism and rural tourism could be affected in capturing heterogeneity and mobility of the family market.
{"title":"The Menace of Insecurity by Herdsmen Attack and its Implication on Tourism in Southwest Nigeria","authors":"K. Ogunsusi, O. Adeleke","doi":"10.46222/ajhtl.19770720.116","DOIUrl":"https://doi.org/10.46222/ajhtl.19770720.116","url":null,"abstract":"The objective of this research is to assess the effects of herdsmen menace on tourism. Secondary data about insecurity caused by herdsmen attack were collected from news media using Google search and were subjected to descriptive statistics. The classical theory of structural functionalism and Marxian theory of historical materialism were used to explain and predict the implications of herdsmen attack on tourism. Findings of the study identified farmland destruction, attack on villages, murder of victims, kidnap and clash with farmers, injuries, rape, stealing of farm produce, robbery, and terrorism as menaces perpetrated by the herdsmen. The dysfunctional part of Nigerian societal structure which the theories used in this study identified that the contradiction between Nigerian economy and social control which was unstable leads to insurgency, and could affect the participation of Nigerian citizens and foreigners in tourism. Safety and security concerns for international and local travelers occasioned by terrorist attacks on highways in southwest Nigeria could make tourism destinations and businesses suffer from low patronage. Due to issues of insecurities along highways in southwest Nigeria, the future of family tourism, agri-tourism and rural tourism could be affected in capturing heterogeneity and mobility of the family market.","PeriodicalId":8309,"journal":{"name":"April 2021","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"88989911","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-04-30DOI: 10.46222/ajhtl.19770720-118
Micheal Muremi, B. Wadongo
The study aimed to find the extent of applying revenue management (RM) practices in star-rated hotels in Kenya. Specifically, the study sought to determine RM policies and implementation, application of RM techniques, and the use of RM systems. The study used a quantitative approach and adopted a cross-sectional survey research design. The study targeted 225 revenue managers from all-star-rated hotels in Kenya. The findings revealed that RM is a practice in star-rated hotels, even though not in all hotels. Hotels reported having RM policy and implementation taking place. There was an adoption of RM techniques. A dynamic RM team and the presence of social media integration with RM were identified. The findings revealed that by large, star-rated hotels interact with RM systems and sub-systems on the use of RM systems. Some hotels use either one or a combination of two systems. Furthermost, hotels were found to have automated their revenue collection. It was also revealed that they have adopted integrated RM soft-wares. The hotels were found to have meaningful RM data and information, RM pricing devices, and non-pricing devices. In comparison, information reveals a slightly above average presence of RM application in hotels in Kenya. The empirical evidence presented in this paper reveals that some hotels have not entrenched RM applications in terms of policies and implementation, RM tools and techniques, and their RM systems are lacking. The paper proposes that for full realization and maximization benefits associated with RM practices like predicting the growth of hotels, reducing operational costs, improving yields, and generating revenue, the industry should fully embrace RM applications.
{"title":"Application of Revenue Management Practices in Star-Rated Hotels In Kenya","authors":"Micheal Muremi, B. Wadongo","doi":"10.46222/ajhtl.19770720-118","DOIUrl":"https://doi.org/10.46222/ajhtl.19770720-118","url":null,"abstract":"The study aimed to find the extent of applying revenue management (RM) practices in star-rated hotels in Kenya. Specifically, the study sought to determine RM policies and implementation, application of RM techniques, and the use of RM systems. The study used a quantitative approach and adopted a cross-sectional survey research design. The study targeted 225 revenue managers from all-star-rated hotels in Kenya. The findings revealed that RM is a practice in star-rated hotels, even though not in all hotels. Hotels reported having RM policy and implementation taking place. There was an adoption of RM techniques. A dynamic RM team and the presence of social media integration with RM were identified. The findings revealed that by large, star-rated hotels interact with RM systems and sub-systems on the use of RM systems. Some hotels use either one or a combination of two systems. Furthermost, hotels were found to have automated their revenue collection. It was also revealed that they have adopted integrated RM soft-wares. The hotels were found to have meaningful RM data and information, RM pricing devices, and non-pricing devices. In comparison, information reveals a slightly above average presence of RM application in hotels in Kenya. The empirical evidence presented in this paper reveals that some hotels have not entrenched RM applications in terms of policies and implementation, RM tools and techniques, and their RM systems are lacking. The paper proposes that for full realization and maximization benefits associated with RM practices like predicting the growth of hotels, reducing operational costs, improving yields, and generating revenue, the industry should fully embrace RM applications.","PeriodicalId":8309,"journal":{"name":"April 2021","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"81696315","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-04-30DOI: 10.46222/ajhtl.19770720-125
Ekkarat Suwannakul
Self-service technology (SST) is more crucial now than before for the service delivery of airlines. Many airlines employ various types of SSTs so that passengers can perform certain services on their own. Although many passengers enjoy using the self-service option, some are not ready to adopt such a technology. This study aims to investigate how passengers possessing different characteristics perceive technology readiness (TR) and examine the influence of TR on perceived SST quality. Questionnaires were used to collect data from airports in Bangkok, Thailand. A total of 382 usable data were analysed using one-way ANOVA and multiple regression analysis. Results indicate significant differences in TR across age, education, occupation, income, types of SSTs and air travel frequency. This study also reveals that TR dimensions, namely, optimism, innovativeness, anxiety and insecurity, are important factors influencing airline passengers’ perceptions of SST quality.
{"title":"Role of Technology Readiness in Airline Passengers’ Perceptions of\u0000Self-service Technology Quality","authors":"Ekkarat Suwannakul","doi":"10.46222/ajhtl.19770720-125","DOIUrl":"https://doi.org/10.46222/ajhtl.19770720-125","url":null,"abstract":"Self-service technology (SST) is more crucial now than before for the service delivery of airlines. Many airlines employ various types of SSTs so that passengers can perform certain services on their own. Although many passengers enjoy using the self-service option, some are not ready to adopt such a technology. This study aims to investigate how passengers possessing different characteristics perceive technology readiness (TR) and examine the influence of TR on perceived SST quality. Questionnaires were used to collect data from airports in Bangkok, Thailand. A total of 382 usable data were analysed using one-way ANOVA and multiple regression analysis. Results indicate significant differences in TR across age, education, occupation, income, types of SSTs and air travel frequency. This study also reveals that TR dimensions, namely, optimism, innovativeness, anxiety and insecurity, are important factors influencing airline passengers’ perceptions of SST quality.","PeriodicalId":8309,"journal":{"name":"April 2021","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"86162858","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
Pub Date : 2021-04-30DOI: 10.46222/ajhtl.19770720-126
Vitalis Basera, J. Mwenje
The aim of the study was to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry. This study sought to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry by (1) establishing the definition of quality, (2) exposing dimension of service quality, (3) identifying how customer satisfaction is measured and (4) identifying quality management systems and quality philosophy used in hotels. Appreciation of quality and QMS in the hotel industry can assist stakeholders to employ holistic measures to improve adoption of quality management systems in hotels and improve the operations of the hotels. The study followed a multi case study approach, with 9 hotels from Harare chosen purposively to represent the hotel industry in Zimbabwe. Managers and key stakeholders were interviewed and focus group interviews were conducted. Key questions on quality definition, dimensions of service quality and customer satisfaction measurement were asked and the data was analysed using thematic analysis -directed content analysis. The results showed that stakeholder in the hotel industry are very much aware of QMS, though in abstract. There is greater awareness of quality and QMS among group chain hotels than in independent hotels. There is need to upgrade on quality training in the hotel industry from collaborative perspective so that the stakeholders appreciate quality and QMS fully so that the industry remains competitive.
{"title":"Stakeholders’ Awareness of Quality and Quality Management Systems in Zimbabwean Hotels","authors":"Vitalis Basera, J. Mwenje","doi":"10.46222/ajhtl.19770720-126","DOIUrl":"https://doi.org/10.46222/ajhtl.19770720-126","url":null,"abstract":"The aim of the study was to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry. This study sought to investigate the stakeholder’s awareness of quality and quality management systems (QMS) in the Zimbabwe hotel industry by (1) establishing the definition of quality, (2) exposing dimension of service quality, (3) identifying how customer satisfaction is measured and (4) identifying quality management systems and quality philosophy used in hotels. Appreciation of quality and QMS in the hotel industry can assist stakeholders to employ holistic measures to improve adoption of quality management systems in hotels and improve the operations of the hotels. The study followed a multi case study approach, with 9 hotels from Harare chosen purposively to represent the hotel industry in Zimbabwe. Managers and key stakeholders were interviewed and focus group interviews were conducted. Key questions on quality definition, dimensions of service quality and customer satisfaction measurement were asked and the data was analysed using thematic analysis -directed content analysis. The results showed that stakeholder in the hotel industry are very much aware of QMS, though in abstract. There is greater awareness of quality and QMS among group chain hotels than in independent hotels. There is need to upgrade on quality training in the hotel industry from collaborative perspective so that the stakeholders appreciate quality and QMS fully so that the industry remains competitive.","PeriodicalId":8309,"journal":{"name":"April 2021","volume":null,"pages":null},"PeriodicalIF":0.0,"publicationDate":"2021-04-30","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"84470464","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":0,"RegionCategory":"","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
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