MAASAI MARAUNIVERSITYREGULAR UNIVERSITY EXAMINATIONS2016/2017 ACADEMIC YEARTHIRD YEAR FIRST SEMESTERSCHOOL OF TOURISM AND NATURALRESOURCE MANAGEMENTBACHELOR OF TOURISM MANAGEMENTCOURSE CODE: BTM 311COURSE TITLE: SERVICE QUALITYDATE: 23RDJANUARY 2017TIME: 08:30– 10:30AMINSTRUCTIONS TO CANDIDATESAnswer all questions in SECTIONAand any other three in SECTION B 1
Section A is compulsory; Answer any three (3) in Section BSection A: Compulsory1.
Read the case studyThe chairman of Magical Kenya has stated that he believes the tourismindustry can grow the Kenyan economy “beyond all expectations”. Hebelieves that the industry must exploit the opportunities offered by theworldwide media coverage generated by large sporting and conferenceevents held in Kenya in the recent past and translate this coverage intovisits to the country. He goes on to state that this can only be delivered “ifeveryone works together”. He also identifies the need to provide “a