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Browsing Hospitality Management Publications by Issue Date

Browsing Hospitality Management Publications by Issue Date

Now showing items 1-6 of 6

Assessing determinants of consumer perceptions of service quality, its improvement and image in Malawian lodges: focussing on employees’ expectations and perceptions

Sepula, Michael Benett (University of Surrey, 2011-09)

Service quality in the hospitality industry continues to gain considerable debate and research attention on many fronts. The debate has emphasised the customers‟ view of defining service quality as they perceive it to be ...
Does grading standard dimension of hotel rating system predict customer satisfaction? empirical evidence from Malawi

Sepula, Michael Benett; Kieti, Damiannah M.; Korir, Jacqueline C.; Cheloti-Mapelu, Isabella; Bello, Felix G. (American Research Institute for Policy Development, 2018-12)

The purpose of this paper is to establish the relationship between grading standard as a dimension of hotel rating system and customer satisfaction. 203 hotel guests participated in the study. Survey questionnaires based ...
Guests’ perceptions of official hotel rating system dimensions in star-rated hotels in Malawi

Sepula, Michael Benett; Bello, Felix G. (www.globalbizresearch.org, 2019)

The purpose of this study was to establish guests’ perceptions of official hotel rating system dimensions in star-rated hotels in Malawi. Using a descriptive research design, this study focused on 11 star-rated hotels ...
Tourism and hospitality policy strengths, weaknesses and effectiveness: lessons for Malawi

Sepula, Michael Benett; Korir, Jacqueline C. (International Journal of Economics, Business and Management Research, 2019)

This paper discusses tourism and hospitality policy strengths and weaknesses in Malawi and the efforts taken to address and enhance its effectiveness to contribute to the successful growth of the industry in the country. ...
Hotel rating system dimensions as determinants of service expectations and customer satisfaction in star-rated hotels in selected cities in Malawi

Sepula, Michael Benett (School of Tourism, Hospitality and Events Management, 2019-07)

Over the years, countries continue to introduce hotel rating systems to indicate to customers the level of comfort and service quality expected in different hotel categories. Previous studies on conventional hotel rating ...
Predicting customer satisfaction using a two level service expectation framework: empirical evidence from star rated hotels in Malawi.

Sepula, Michael Benett (African Journal of Education, Science and Technology, 2019-12)

Hospitality is the fastest-growing, experience-intensive service industry and becoming the biggest export service sector worldwide. Several countries including Malawi, have several star-rated hotels which possess some ...

Browsing Hospitality Management Publications by Issue Date

Browsing Hospitality Management Publications by Issue Date

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