Hoteliers’ Perceptions of International Standards Organization (I.S.O) Certification’s Applicability And Functionality In Zimbabwe: A Case of Selected Harare Hotels

Abstract

Only 8 out of over 110 registered hotels in Zimbabwe are ISO certified. The main purpose of this study was to explore the perceptions that hoteliers in Zimbabwe have in relation to I.S.O certification. The specific objectives of the study were; to establish hotelier’s perceptions of ISO certification in Zimbabwe, to establish reasons for the low uptake of I.S.O certification in Zimbabwe’s hotel sector and to develop strategies for enhanced uptake of I.S.O certification in Zimbabwe’s hotel sector. A largely qualitative research design was used and a judgmental sample of 54 respondents, comprising of hotel marketing managers,was incorporated in this study. Generally, the findings of the study seem to suggest that I.S.O certification is highly applicable and functional in Zimbabwe’s hotel sector. The benefits of I.S.O certification in other economic sectors play a very crucial role in shaping the perceptions hoteliers have in relation with the scheme. As a result of the findings of the study, hoteliers are recommended to fully embrace I.S.O certification. However, there is further need to carry out studies to ascertain the impact of I.S.O certification on hotel businesses as most of the benefits seem to be adopted from other industrial sectors such as manufacturing.