Get premium membership and access revision papers, questions with answers as well as video lessons.

Introduction To Tourism Services Management Question Paper

Introduction To Tourism Services Management

Course:Bachelor Of Science In Hospitality And Tourism Management

Institution: Kenyatta University question papers

Exam Year:2009

KENYATTA UNIVERSITY
UNIVERSITY EXAMINATIONS 2009/2010
FIRST SEMESTER EXAMINATION FOR THE DEGREE OF BACHELOR OF
SCIENCE (HOSPITALITY & TOURISM)
HTM 250: INTRODUCTION TO TOURISM SERVICES MANAGEMENT

DATE: TUESDAY 22ND DECEMBER 2009

TIME: 8.00 A.M. - 10.00 A.M.

INSTRUCTIONS:

• Question 1 is compulsory, then choose and answer any three (3) other questions.
• This exam carries 70 points.
• Start each question on a fresh page, all subsections should be part of the same
question.

1.
Briefly explain the following 5 (five) service quality dimensions.
(10 marks)
a)
Service reliability
b)
Responsiveness
c)
Assurance
d)
Tangibles
e)
Responsiveness

2.
A tourism policy and plan formulation consists of two essential and linked elements

namely; (i) a tourism development policy and (ii) a structure plan.

Explain the components of each of the two elements.

(20 marks)

3.
By use of industry examples explain the five (5) stage process of meeting
customer
expectations. (20
marks)

Page 1 of 2

4.
Using the table below as a guide, briefly explain two (2) practical steps or
methods for each point that Narok Country Council can use to manage visitors
to the Maasai Mara Game reserve.(20marks)

Objective
Methods/practical steps Protect wildlife, prevent interference with natural processes, protect natural values Enhance the visitor experience Manage potentially high impact visitors Prevent incremental impact by visitors in areas of heavy use Welcome visitors and encourage them to act responsibly

5.
(a)
By use of industry specific examples, explain the following subprograms
of a quality management program.(10marks)

i.
Customer expectations management programme
ii.
Internal marketing program
iii.
Information technology management program
iv.
Customer participation management program

v.
Customer expectation management program

(b)
List and explain five (5) dimensions of carrying capacity.
(10 marks)

******************
Page 2 of 2

Introduction To Tourism Services Management Question Paper

More Question Papers

Popular Exams