{"id":"https://openalex.org/W7124465342","doi":"https://doi.org/10.12944/jbsfm.07.02.05","title":"The Determinants of Service Quality in the Hospitality Industry Sector of Botswana","display_name":"The Determinants of Service Quality in the Hospitality Industry Sector of Botswana","publication_year":2026,"publication_date":"2026-01-10","ids":{"openalex":"https://openalex.org/W7124465342","doi":"https://doi.org/10.12944/jbsfm.07.02.05"},"language":"en","primary_location":{"id":"doi:10.12944/jbsfm.07.02.05","doi":"https://doi.org/10.12944/jbsfm.07.02.05","is_oa":true,"landing_page_url":"https://doi.org/10.12944/jbsfm.07.02.05","pdf_url":"https://jbsfm.org/pdf/vol7no2/JBSFM_Vol7_No2_p_141-161.pdf","source":{"id":"https://openalex.org/S5407055815","display_name":"Journal of Business Strategy Finance and Management","issn_l":"2583-2832","issn":["2583-2832"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["vabb-shw"],"host_organization":"https://openalex.org/P4366371026","host_organization_name":"Enviro Research Publishers","host_organization_lineage":["https://openalex.org/P4366371026"],"host_organization_lineage_names":["Enviro Research Publishers"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Strategy Finance and Management","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":true,"oa_status":"hybrid","oa_url":"https://jbsfm.org/pdf/vol7no2/JBSFM_Vol7_No2_p_141-161.pdf","any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5058932988","display_name":"Wilbert Kudakwashe Chidaushe","orcid":"https://orcid.org/0000-0003-1266-4288","observed_orcids":["https://orcid.org/0000-0003-1266-4288"]},"institutions":[{"id":"https://openalex.org/I309707301","display_name":"Botho University","ror":"https://ror.org/00nfn7821","country_code":"BW","type":"education","lineage":["https://openalex.org/I309707301"]}],"countries":["BW"],"is_corresponding":false,"raw_author_name":"Wilbert Kudakwashe Chidaushe","raw_affiliation_strings":["1Department of Accounting and Finance, Botho University, Gaborone, Botswana "],"raw_orcid":"https://orcid.org/0000-0003-1266-4288","affiliations":[{"raw_affiliation_string":"1Department of Accounting and Finance, Botho University, Gaborone, Botswana ","institution_ids":["https://openalex.org/I309707301"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5104876247","display_name":"Stegi Shine","orcid":"https://orcid.org/0009-0008-9575-2446","observed_orcids":["https://orcid.org/0009-0008-9575-2446"]},"institutions":[{"id":"https://openalex.org/I309707301","display_name":"Botho University","ror":"https://ror.org/00nfn7821","country_code":"BW","type":"education","lineage":["https://openalex.org/I309707301"]}],"countries":["BW"],"is_corresponding":false,"raw_author_name":"Stegi Shine","raw_affiliation_strings":["1Department of Accounting and Finance, Botho University, Gaborone, Botswana "],"raw_orcid":"https://orcid.org/0009-0008-9575-2446","affiliations":[{"raw_affiliation_string":"1Department of Accounting and Finance, Botho University, Gaborone, Botswana ","institution_ids":["https://openalex.org/I309707301"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5116253044","display_name":"Mini Sebastian","orcid":"https://orcid.org/0009-0009-0941-0886","observed_orcids":["https://orcid.org/0009-0009-0941-0886"]},"institutions":[{"id":"https://openalex.org/I309707301","display_name":"Botho University","ror":"https://ror.org/00nfn7821","country_code":"BW","type":"education","lineage":["https://openalex.org/I309707301"]}],"countries":["BW"],"is_corresponding":false,"raw_author_name":"Mini Sebastian","raw_affiliation_strings":["1Department of Accounting and Finance, Botho University, Gaborone, Botswana "],"raw_orcid":"https://orcid.org/0009-0009-0941-0886","affiliations":[{"raw_affiliation_string":"1Department of Accounting and Finance, Botho University, Gaborone, Botswana ","institution_ids":["https://openalex.org/I309707301"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":[],"corresponding_institution_ids":["https://openalex.org/I309707301"],"apc_list":null,"apc_paid":null,"fwci":4.083,"has_fulltext":true,"cited_by_count":1,"citation_normalized_percentile":{"value":0.88878219,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":91,"max":95},"biblio":{"volume":"2","issue":"07","first_page":"141","last_page":"141"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9980000257492065,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10055","display_name":"Diverse Aspects of Tourism Research","score":0.0007999999797903001,"subfield":{"id":"https://openalex.org/subfields/1409","display_name":"Tourism, Leisure and Hospitality Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14244","display_name":"Consumer Behavior and Marketing Influence","score":0.00019999999494757503,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-quality","display_name":"service quality","score":0.968999981880188},{"id":"https://openalex.org/keywords/hotel-service-quality","display_name":"hotel service quality","score":0.6959999799728394},{"id":"https://openalex.org/keywords/motels","display_name":"motels","score":0.7860000133514404},{"id":"https://openalex.org/keywords/hospitality-industry","display_name":"hospitality industry","score":0.7139999866485596},{"id":"https://openalex.org/keywords/servqual-dimensions","display_name":"SERVQUAL dimensions","score":0.777999997138977},{"id":"https://openalex.org/keywords/assurance","display_name":"assurance","score":0.8830000162124634},{"id":"https://openalex.org/keywords/responsiveness","display_name":"responsiveness","score":0.9860000014305115},{"id":"https://openalex.org/keywords/tangibles","display_name":"tangibles","score":0.9819999933242798},{"id":"https://openalex.org/keywords/empathy","display_name":"empathy","score":0.9679999947547913},{"id":"https://openalex.org/keywords/reliability","display_name":"reliability","score":0.9980000257492065},{"id":"https://openalex.org/keywords/hotel-guests","display_name":"hotel guests","score":0.5329999923706055},{"id":"https://openalex.org/keywords/hotel-employees","display_name":"hotel employees","score":0.5929999947547913},{"id":"https://openalex.org/keywords/botswana","display_name":"Botswana","score":0.6439999938011169}],"concepts":[{"id":"https://openalex.org/C71104824","wikidata":"https://www.wikidata.org/wiki/Q1476639","display_name":"Structural equation modeling","level":2,"score":0.7703999876976013},{"id":"https://openalex.org/C525551149","wikidata":"https://www.wikidata.org/wiki/Q1495452","display_name":"Hospitality industry","level":3,"score":0.765500009059906},{"id":"https://openalex.org/C140781008","wikidata":"https://www.wikidata.org/wiki/Q1221081","display_name":"Service quality","level":3,"score":0.7222999930381775},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6926000118255615},{"id":"https://openalex.org/C40722632","wikidata":"https://www.wikidata.org/wiki/Q5160137","display_name":"Confirmatory factor analysis","level":3,"score":0.6449999809265137},{"id":"https://openalex.org/C107482638","wikidata":"https://www.wikidata.org/wiki/Q815825","display_name":"Hospitality","level":3,"score":0.6312999725341797},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.6139000058174133},{"id":"https://openalex.org/C2987222852","wikidata":"https://www.wikidata.org/wiki/Q27686","display_name":"Hotel industry","level":3,"score":0.49320000410079956},{"id":"https://openalex.org/C2779530757","wikidata":"https://www.wikidata.org/wiki/Q1207505","display_name":"Quality (philosophy)","level":2,"score":0.483599990606308},{"id":"https://openalex.org/C136703025","wikidata":"https://www.wikidata.org/wiki/Q44605","display_name":"SERVQUAL","level":4,"score":0.45100000500679016},{"id":"https://openalex.org/C2779885105","wikidata":"https://www.wikidata.org/wiki/Q182263","display_name":"Empathy","level":2,"score":0.42340001463890076},{"id":"https://openalex.org/C133462117","wikidata":"https://www.wikidata.org/wiki/Q4929239","display_name":"Data collection","level":2,"score":0.41780000925064087},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.40540000796318054},{"id":"https://openalex.org/C43246008","wikidata":"https://www.wikidata.org/wiki/Q55638","display_name":"Tertiary sector of the economy","level":2,"score":0.3862999975681305},{"id":"https://openalex.org/C191511416","wikidata":"https://www.wikidata.org/wiki/Q999278","display_name":"Customer satisfaction","level":2,"score":0.3725000023841858},{"id":"https://openalex.org/C116537","wikidata":"https://www.wikidata.org/wiki/Q2169973","display_name":"Service provider","level":3,"score":0.3172999918460846},{"id":"https://openalex.org/C83864248","wikidata":"https://www.wikidata.org/wiki/Q177323","display_name":"Developing country","level":2,"score":0.30480000376701355},{"id":"https://openalex.org/C2988711428","wikidata":"https://www.wikidata.org/wiki/Q41958","display_name":"Catering industry","level":2,"score":0.3025999963283539},{"id":"https://openalex.org/C23213687","wikidata":"https://www.wikidata.org/wiki/Q301468","display_name":"Consumer behaviour","level":2,"score":0.27059999108314514},{"id":"https://openalex.org/C15587899","wikidata":"https://www.wikidata.org/wiki/Q7455812","display_name":"Service system","level":3,"score":0.25940001010894775},{"id":"https://openalex.org/C2991980166","wikidata":"https://www.wikidata.org/wiki/Q41958","display_name":"Food service","level":2,"score":0.2549000084400177},{"id":"https://openalex.org/C21547014","wikidata":"https://www.wikidata.org/wiki/Q1423657","display_name":"Operations management","level":1,"score":0.2526000142097473}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.12944/jbsfm.07.02.05","doi":"https://doi.org/10.12944/jbsfm.07.02.05","is_oa":true,"landing_page_url":"https://doi.org/10.12944/jbsfm.07.02.05","pdf_url":"https://jbsfm.org/pdf/vol7no2/JBSFM_Vol7_No2_p_141-161.pdf","source":{"id":"https://openalex.org/S5407055815","display_name":"Journal of Business Strategy Finance and Management","issn_l":"2583-2832","issn":["2583-2832"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["vabb-shw"],"host_organization":"https://openalex.org/P4366371026","host_organization_name":"Enviro Research Publishers","host_organization_lineage":["https://openalex.org/P4366371026"],"host_organization_lineage_names":["Enviro Research Publishers"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Strategy Finance and Management","raw_type":"journal-article"}],"best_oa_location":{"id":"doi:10.12944/jbsfm.07.02.05","doi":"https://doi.org/10.12944/jbsfm.07.02.05","is_oa":true,"landing_page_url":"https://doi.org/10.12944/jbsfm.07.02.05","pdf_url":"https://jbsfm.org/pdf/vol7no2/JBSFM_Vol7_No2_p_141-161.pdf","source":{"id":"https://openalex.org/S5407055815","display_name":"Journal of Business Strategy Finance and Management","issn_l":"2583-2832","issn":["2583-2832"],"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":["vabb-shw"],"host_organization":"https://openalex.org/P4366371026","host_organization_name":"Enviro Research Publishers","host_organization_lineage":["https://openalex.org/P4366371026"],"host_organization_lineage_names":["Enviro Research Publishers"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Journal of Business Strategy Finance and Management","raw_type":"journal-article"},"sustainable_development_goals":[{"display_name":"Decent work and economic growth","id":"https://metadata.un.org/sdg/8","score":0.48510000109672546}],"study_designs":[{"display_name":"Observational Study","id":"https://openalex.org/study-designs/observational-study"}],"awards":[],"funders":[],"has_content":{"pdf":true,"grobid_xml":true},"content_urls":{"pdf":"https://content.openalex.org/works/W7124465342.pdf","grobid_xml":"https://content.openalex.org/works/W7124465342.grobid-xml"},"referenced_works_count":19,"referenced_works":["https://openalex.org/W610928596","https://openalex.org/W2028809046","https://openalex.org/W2991627427","https://openalex.org/W3007762317","https://openalex.org/W3013985830","https://openalex.org/W3015409196","https://openalex.org/W3155885039","https://openalex.org/W3207200114","https://openalex.org/W4206216689","https://openalex.org/W4224219484","https://openalex.org/W4229451196","https://openalex.org/W4312982019","https://openalex.org/W4360609635","https://openalex.org/W4385893602","https://openalex.org/W4386177471","https://openalex.org/W4392391669","https://openalex.org/W4399749783","https://openalex.org/W4401887728","https://openalex.org/W6929273281"],"related_works":["https://openalex.org/W2788106986","https://openalex.org/W4412415066","https://openalex.org/W3118666735","https://openalex.org/W4392164763","https://openalex.org/W4324387151","https://openalex.org/W3135214862","https://openalex.org/W4407140495","https://openalex.org/W2285068205","https://openalex.org/W2521064575","https://openalex.org/W7097842176"],"abstract_inverted_index":{"The":[0,14,42,78,115],"study":[1,15,82,116],"examined":[2],"the":[3,40,76,81,97,121,150,167,170],"determinants":[4],"of":[5,27,80,123,169],"service":[6,86,109],"quality":[7,87,110],"in":[8,12,33,75],"motels":[9,31],"and":[10,23,30,72,90,96,104,111,113,138,157],"hotels":[11,29,148],"Botswana.":[13],"administered":[16],"800":[17],"questionnaires":[18],"distributed":[19],"to":[20,47,54,125,143],"hotel":[21,25,85,108,130],"staff":[22],"prospective":[24],"guests":[26],"selected":[28],"operating":[32],"Gaborone.":[34],"Random":[35],"sampling":[36],"was":[37,45,67,100],"used":[38,74],"for":[39,166],"study.":[41,77],"quantitative":[43],"data":[44,73],"subjected":[46],"confirmatory":[48],"factor":[49],"analysis":[50],"through":[51],"using":[52],"AMOS":[53],"run":[55],"Structural":[56,63],"Equation":[57,64],"Modelling":[58,65],"(SEM).":[59],"A":[60,66],"new":[61],"model":[62],"developed":[68],"that":[69,84,162],"balanced":[70],"theory":[71],"results":[79],"revealed":[83],"is":[88,164],"significantly":[89],"positively":[91],"correlated":[92],"with":[93],"assurance,":[94],"responsiveness":[95,142],"tangibles.":[98],"There":[99],"also":[101],"a":[102],"significant":[103],"negative":[105],"relationship":[106],"between":[107],"empathy":[112],"reliability.":[114],"recommends":[117],"hospitality":[118],"managers":[119],"around":[120,149],"country":[122,151],"Botswana":[124],"channel":[126],"resources":[127],"towards":[128],"appealing":[129],"artefacts,":[131],"as":[132,134],"well":[133],"providing":[135],"reasonable":[136],"assurance":[137],"availing":[139],"reliable":[140],"timeous":[141],"customer":[144],"complaints.":[145],"In":[146],"addition,":[147],"should":[152],"provide":[153],"environmentally":[154],"sustainable":[155],"services":[156],"policy":[158],"makers":[159],"must":[160],"oversee":[161],"this":[163],"implemented":[165],"benefit":[168],"community.":[171]},"counts_by_year":[{"year":2026,"cited_by_count":1}],"updated_date":"2026-11-07T11:25:07.637180","created_date":"2026-01-17T00:00:00"}
