Measuring Tourist Satisfaction with Service Quality in Marine Protected Areas, Kenya

Authors

  • Damiannah M. Kieti Moi University, School of Tourism, Hospitality and Events Management - Kenya Author
  • Ann Wamaitha Moi University, School of Tourism, Hospitality and Events Management - Kenya Author
  • Tabitha Mugo Moi University, School of Tourism, Hospitality and Events Management - Kenya Author
  • George Manono Moi University, School of Tourism, Hospitality and Events Management - Kenya Author

Keywords:

characteristics of tourists, Marine based tourism, Marine protected areas, service Quality attributes, tourist satisfaction

Abstract

Over the years, studies on marine-based tourism have largely focused on the characteristics of tourists who visit their destination and its contribution to the national economy. Consequently, there has been paucity of information on tourist satisfaction with the service quality attributes in marine protected areas. This study used a case of Mombasa Marine National Park and Reserve (MMNP&R) to measure tourist satisfaction with the quality of services offered. Primary information was collected by the use of questionnaires. The results indicated that there were Ten (10) attributes about MMNP&R with which tourists were satisfied and Five (5) attributes with which they were dissatisfied. The mean value of the respondents’ overall perceived level of satisfaction was 5.36, which tended towards the high end of the satisfaction scale.

Author Biographies

  • Damiannah M. Kieti, Moi University, School of Tourism, Hospitality and Events Management - Kenya

    Moi University, School of Tourism, Hospitality and Events Management - Kenya

  • Ann Wamaitha, Moi University, School of Tourism, Hospitality and Events Management - Kenya

    Moi University, School of Tourism, Hospitality and Events Management - Kenya

  • Tabitha Mugo, Moi University, School of Tourism, Hospitality and Events Management - Kenya

    Moi University, School of Tourism, Hospitality and Events Management - Kenya

  • George Manono, Moi University, School of Tourism, Hospitality and Events Management - Kenya

    Moi University, School of Tourism, Hospitality and Events Management - Kenya

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Published

2013-10-01

Issue

Vol. 1 No. 1 (2013)

Section

Articles