The Determinants of Service Quality in the Hospitality Industry Sector of Botswana

The study examined the determinants of service quality in motels and hotels in Botswana. The study administered 800 questionnaires distributed to hotel staff and prospective hotel guests of selected hotels and motels operating in Gaborone. Random sampling was used for the study. The quantitative data was subjected to confirmatory factor analysis through using AMOS to run Structural Equation Modelling (SEM). A new model Structural Equation Modelling A was developed that balanced theory and data used in the study. The results of the study revealed that hotel service quality is significantly and positively correlated with assurance, responsiveness and the tangibles. There was also a significant and negative relationship between hotel service quality and empathy and reliability. The study recommends hospitality managers around the country of Botswana to channel resources towards appealing hotel artefacts, as well as providing reasonable assurance and availing reliable timeous responsiveness to customer complaints. In addition, hotels around the country should provide environmentally sustainable services and policy makers must oversee that this is implemented for the benefit of the community.