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QHT710S - QUALITY MANAGEMENT IN HOSPITALITY AND TOURISM - 1ST OPP - JUNE 2022 |
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n Am I BI A u n IVER s I TY
OF SCIEnCE AnDTECHnOLOGY
FacultyofManagemenStciences
Departmentof HospitalityandTourism
BeethovenStreet
Private Bag13388
Windhoek
NAMIBIA
T: +264 61207 2093
F: +264 61207 9093
E: dht@nust.na
W: www.nust.na
QUALIFICATION: BACHELOROFTOURISM INNOVATION AND DEVELOPMENT/BACHELOROF HOSPITALITY
MANAGEMENT/BACHALOROF CURLINARYARTS
QUALIFICATION CODE: 07BTID/07BMN/07BCNA
LEVEL: 7
COURSE: QUALITYMANAGEMENT IN HOSPITATLITYAND
TOURISM
COURSE CODE: QHT710S
EXAMINATION
SESSION 1
DATE: JUNE
DURATION: 2 HOURS
MARKS: 100
EXAMINATION PAPER
EXAMINER: Dr W. Muhoho-Minni
MODERATOR: Rosemary Gitau
THIS EXAMINATION PAPER CONSISTS OF 3 PAGES
(INCLUDING THIS FRONT PAGE)
PERMISSIBLE MATERIALS
1. NONE
INSTRUCTIONS
1.
Answer all questions.
2.
Read all the questions carefully before answering.
3.
Marks for each question are indicated at the end of each question.
4.
Please ensure that your writing is legible, neat, and presentable.
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QUESTION 1
As competition grows around the world, Namibia must raise its standards in facilities, tourist products, and
service delivery.
Select the correct answer and explain your choice giving examples from Namibia
a. improving the quality of existing products as well as developing new ones
b. Improving range and quality of visitors' attractions
c. improving the quality in service delivery
d. All
Choice selected = 5
Explanation=lS
Total marks = 20
QUESTION 2
Quality costs fall under two main categories: costs of achieving good quality and costs of poor quality.
2.1. What is the difference between the two costs?
10
marks
2.2 List five costs of achieving quality service
2.3 List five costs of poor quality
1x10=10 marks
Total = 20 Marks
QUESTION 3
Customers' judgment of quality service provided is based on outcome quality, process quality and physical
environment quality.
In relation to the above statement, discussthe five dimensions of quality through which customers
assessesthe quality of service delivered.
4x5= 20 marks
QUESTION 4
The unique characteristics of tourism, hospitality and culinary industries have implication on effective
delivery of quality service. With a description of the unique characteristics, explain this argument.
20 marks
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QUESTION 5
Differentiate between the following terms and provide examples
2.1. customer's view of service and operation's view of service
2.2. internal and external customers
2.3. inputs and outputs
2.4. intangibility and inseparability characteristics of the tourism industry
TOTAL MARKS 100
4x5 = 20 marks
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