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KIBICHO, WANJOHI
Department of Tourism MOI University Eldoret, Kenya
Humanities Engineering Social Sciences

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SERVICE QUALITY IN MALINDI’S TOURISM INDUSTRY KIBICHO, WANJOHI
ASEAN Journal on Hospitality and Tourism Vol 5, No 2 (2006)
Publisher : ITB Journal Publisher, LPPM ITB

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Abstract

This study is an attempt to investigate the tourism service quality in Malindi, Kenya. It is based on a fieldwork research carried out in October through December 2000. SERVQUAL model was used in generation of questionnaires which were the primary tools for data collection. The study results suggest that, the performance-based measures of service quality can be used to provide an index of the quality perceptions of a tourist destination’s service providers. It provides insightful and meaningful information about tourists’ perceptions of a particular service. This study, for instance, found that beach operators, informal micro-entrepreneurs, play an important role in the overall tourism service quality in Malindi.
IMPACTS OF TOURISM DEVELOPMENT IN MALINDI: AN ANALYSIS OF GENDER DIFFERENCES IN PERCEPTION KIBICHO, WANJOHI
ASEAN Journal on Hospitality and Tourism Vol 4, No 1 (2005)
Publisher : ITB Journal Publisher, LPPM ITB

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Abstract

Tourism is the largest component ofMalindi’s local economy. The growth ofthe industry is not without some socio-cultural impacts in the coast region, thus calling for a critical examination of tourism development and the hosts’ socio-cultural dynamics. This paper investigates the Malindi residents’ perceptions ofthe socio-cultural implications resulting from tourism. Two months of interviews revealed that the Malindi residents fully supported the present levels of tourism development and would like the industry to expand. However, they identified several impacts, both positive and negative, that tourism had on the destination. The study findingsconfirmed that those respondents who economically relied on tourism had more positive attitudes than those who did not depend on it.
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