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...es that the group is a homesaway from home.sB. Differentiation through positioningsPositioning is a strategy that an establishment can implement in order to createsand maintain competitive advantage (=-=Belch & Belch 2004-=-:51; Cravens, Lamb &sCrittenden 2002:8; Palmer 2001:177). After a service establishment such as asguesthouse has identified its target market, it is important to clearly position itssservice offering....

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...f different industries as well asscultural settings. Zhang (2009:80) states that this model has also been widelysexamined and assessed for its validity and reliability (Babakus & Bollers1992:253-268; =-=Bolton & Drew 1991-=-:1-9; Brown & Swartz 1989:92-98; Carmans1990:33-55).sAdjoining the aforementioned, Zeithaml et al (1988:30) present several keysreasons for assessing service quality by making use of the SERVQUAL mode...

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...mber of coefficients of 0.3 and above. Additionally, the Kaiser-Meyer-Olkinsvalue was 0.701, exceeding the recommended minimum value of 0.6 (Kaiser,s1970, 1974) and the Bartlett’s Test of Sphericity (=-=Bartlett, 1954-=-) reachedsstatistical significance, p<.001, supporting the factorability of the correlationsmatrix.sTable 30 Pearson Correlation Coefficients among the 8 measures of the respondents’sperceptions regar...

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...s well asscultural settings. Zhang (2009:80) states that this model has also been widelysexamined and assessed for its validity and reliability (Babakus & Bollers1992:253-268; Bolton & Drew 1991:1-9; =-=Brown & Swartz 1989-=-:92-98; Carmans1990:33-55).sAdjoining the aforementioned, Zeithaml et al (1988:30) present several keysreasons for assessing service quality by making use of the SERVQUAL model assfollows: one can ass...

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...y’s competitive business environment necessitates thatsestablishments develop a competitive advantage which will differentiate their products139sand service offerings from those of their competitors (=-=Cooper et al 1998-=-:411). Asdifferential advantage can only be achieved in certain areas of the hospitality product.sPetzer, Steyn and Mostert (2005:1) explicate that establishments are continuallysacquiring and develop...

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...st and telegraph departments, not much political integration tooksplace. While the southern parts were governed more directly, the north was stillsgoverned according to the ideology of indirect rule (=-=Falola, 1999-=-:69). Colonial rulerssleft the governance of groups up to their traditional leaders and their respectivesStellenbosch University http://scholar.sun.ac.za 44sgovernance methods, as long as they accepte...

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...hich collapsed in 1991.sSince then, citizens have relied on warlords and other regional actors for providingsservices that is traditionally considered to be the domain of the state, such asssecurity (=-=Bradbury, 2008-=-:47). Similarly, in Nigeria, citizens have increasingly reliedson groups such as MEND to voice their political, economic, social and environmentalsgrievances towards companies involved in the oil-extr...

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...so valuable to the British that theysestablished a consulate in the Niger Delta region (Gordon, 2003). Later, in 1891, thesareas surrounding the Niger River formally became a protectorate of Britains(=-=Crowder, 1978-=-:161).sAlthough Lagos has long been involved in trade with the European powers, it wassonly colonised in 1861 by the British. This was done by the British in order tosestablish their dominance in the ...

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... when the entitysbeing measured has not changed.sReliability is therefore concerned with accuracy.sItsis the extent to which, on repeated measures, an indicator yields similar results (Leedys1993:42; =-=Bless & Higson-Smith 1996-=-:130; Jackson 1995:338).sJackson (1995:338)sstates that reliability in quantitative studies can be assessed by repeating a question insthe question schedule or by repeating an experiment.sIt is, howev...

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...en more so after the SuezsCanal opened in 1869 (Bradbury, 2008:25). Additionally, Britain wanted to safeguardsthe mutton-trade between Somalia and Yemen, since British troops were stationed insYemen (=-=Lewis, 2008-=-:30).sBy the late 19th century the Somali people were divided into 5 different sections bysthe colonial powers. The area surrounding Djibouti was controlled by the French.sThe British controlled the s...

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...her the insurance cost of the vessels and their cargo increase or the ships have tosfind alternative routes which are often longer, increasing fuel costs and the time itstakes to deliver their goods (=-=Anderson, 1995-=-:179; Anyu & Moki, 2009:114; Kraska &sWilson, 2008:42; O’Meara, 2007:7). This in turn increases the costs consumers havesto pay for the products (Anderson, 1995:179; Anyu & Moki, 2009:115).sAlthough p...

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...certainty factor.sAlthough travel and tourism products are regarded as a service, they do containstangible elements, for example meals, guesthouses or hotel beds, physicalsfeatures, aeroplanes, etc. (=-=Bennet & Strydom 2001-=-:5-6).sB. Services are primarily inseparable: This implies that a service cannot besseparated from the provider of the service. For most services the producer and thesseller are the same person. The r...

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...e of their competitors. Competitive advantage can besreferred to as the value created by an establishment which enablessdifferentiation of the establishment from its competitors (Petzer et als2005:3; =-=Dubé & Renaghan 1999-=-:28–33).sTQM can contribute to creating competitive advantage for a guesthouse assTQM focuses on meeting the needs and expectation of customers,sinvolving all parts of the establishment which includes...

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...ocus is placed on radical Islamic terrorists. Not onlyscould terrorism harm international trade, but attacks on oil supplies through the SuezsCanal and Nigeria could be disastrous for most economies (=-=Luft & Korin, 2004-=-:64;sO’Meara, 2007:5). In 2000 two incidences were recorded where speedboats, ladenswith explosives, were crashed into US Navy vessels in the territorial waters ofsYemen in apparent suicide attacks (L...

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...in service quality has created a torque in redefining quality theories whichsauthenticates it is just as applicable in the service environment as in manufacturing.sParasuraman et al (1985:41-50) and (=-=Bhat 2012-=-:327-337) suggest a number ofsdimensions of service quality namely reliability, courtesy, tangibles, responsiveness,scompetence, credibility, access, communication, understanding and knowledge of thes...

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... headquarters, as well as asconstabulary, courts and the necessary administrative institutions to manage thesarea. They also expanded their territory inland by signing treaties with the localsgroups (=-=Burns, 1972-=-:158-168). In 1899 the British government revoked the Charter,slargely due to complaints of unfair trading practices by the Royal Niger Company.sAlso, the threat of other European powers necessitated ...

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...gain greater insight into certain phenomena, as well as explainingscertain hypothesis. Explaining certain social phenomena and arriving atsgeneralisations is the ultimate goal of comparative studies (=-=Caramani, 2008-=-:4).sTraditionally, nation states and their governments were considered to be the mainsactors in the political sphere. Therefore, the actions, inactions and policies ofsgovernments were considered to ...

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... vessels for ransom is common.sViolence is not often employed since the safe return of vessels and their crew issimportant during the bargaining for ransom (Anderson, 2010:337; Anyu & Moki,s2009:108; =-=Govern & Winn, 2008-=-:135; Hastings, 2009:219). In Nigeria attacks seemssto be not only economically motivated, but political as well. Violence is oftensemployed to achieve their goals. Although crew members or foreign na...

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...s of maritime vessels and not only illegal fishing vessels, thesgreed versus grievance debate regarding their motives have escalated (Baniela,s2010:196; Beri, 2011:456; Fouche, 2009:67; Ho, 2009:502; =-=Ikken, 2009-=-:34; Weir,s2010: 20; Yu & Piao, 2010:83).sAs noted earlier, during the drought of 1974-1975, Siad Barre’s governmentsestablished numerous fishing villages. The fishing villages provided a great number...

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... on the Gulf of Aden and the RedsSea ensured continued support from opposing sides of the Cold War. Somalia firstsreceived aid from the USSR and after the USSR allied with Ethiopia, the US and Italys(=-=Osman, 2007-=-:101).sUnlike the USSR, the Western powers often had conditions attached to their aid.sOne of these that was particularly crippling to Somalia’s economy, were thesStructural Adjustment Programs (SAPs)...

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...’s growth and profitability. Ackerman also states that service providingsbusinesses are becoming more pressurised to provide service quality standards thatssucceed in exceeding customer expectations (=-=Dorian 1996-=-:13).sStatistics provided from a national survey by the American Society for Qualitys(Customer service articles 2014), proved that 67% of customers leave because of poorscustomer service.sThe latter s...

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.... Some of thesother challenges Somalia faced included a largely uneducated populace, aspoliticised clan system, poor economic performance, hostile neighbours (notablysEthiopia) and weak institutions (=-=Abdullahi, 2007-=-:42,43). Furthermore, the British andsthe Italians as well as the UN realised the prominence of the economic problem andsdonated generous amounts of financial aid to assist the new government (Lewis,s...

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...wever, these fiscal policies do not apply to petroleum resources, which aresconsidered to be a federal asset, and not belonging to those communities in whichsthey are extracted, i.e. the Niger Delta (=-=Akpan & Ering, 2010-=-:149). The people of thesNigerian Delta perceive this to be an injustice and a source of grievance.s4.3.2 Economic DeprivationsAs mentioned above, the allocation of government revenues is dominated by...

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...h occupy greatsareas, denying locals access to agricultural land (Courson, 2009:9). It is estimatedsthat up to 13 million barrels of oil have been spilled in the Niger Delta in the last fivesdecades (=-=Imoobe & Iroro, 2009-=-:55). Additional damage is done to the environmentsby flaring – the process in which excess gasses are burned. This often leads to thesoccurrence of acid rain, which in turn destroys the fertile soil,...

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...ave trade and focus more on extorting protection moneysfrom traders in the region. The American Navy succeeded in stemming piracy in thissregion by negotiating peace treaties with the various rulers (=-=Turner, 2010-=-:167).sEventually, the colonisation of these states by the major European powers during thes19th century largely eliminated piracy in this region (Konstam, 2008:94).sStellenbosch University http://sch...

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...n of a ship or of an aircraftswith knowledge of facts making it a pirate ship or aircraft;s(c) any act of inciting or of intentionally facilitating an act described inssubparagraph (a) or (b) (United =-=Nations, 1994-=-).”sAlthough this definition is used often, it has a major drawback. According to thissdefinition, attacks on maritime vessels can only be considered piratical if the attacksstake place “on the high s...

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...has been widelysapplied within the hospitality industry. Many hospitality and lodging establishmentsshave attempted to implement TQM requirements in daily operations (Chartrungruangset al 2006:51-57; =-=Boella 1986-=-; Umbreit 1987; Redman & Mathews 1995; Robertss1995; Go, Monachello & Baum 1996; Soriano 1999). However, relatively fewsestablishments have become what might be described as TQM establishments.sChartr...

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...in England, and the Thistle Commendation scheme in Scotland (Horns2011:10).sThe hospitality industry in the United Kingdom also adheres to the BS 5750 qualitysassurance scheme which verifies quality (=-=Callan 1994-=-:482-498). The aforementionedscontributes to the difficulty experienced by South African guesthouse owners insacquiring information for the purpose of establishing a star-graded guesthouse or thessust...

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...amondo (2009:25) supports the aforementioned by explaining that thesfirst reference to commercial accommodation provision in Europe dates backsto the 13th century (Nelwamondo 2009:25; English Tourism =-=Council, 2001-=-).sThe provision of accommodation during those times corresponds with thestraditional perception that associates tourism with only hotels. As mentionedsin Section 3.4, hotels traditionally played a ce...

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...ers make the purchase of certain goods orsservices at a specific establishment a prerogative, hence often going to muchstrouble of obtaining the product or service from the specific establishments93s(=-=Evans 2011-=-:239). The aforementioned creates an opportunity to establish theslink between customer satisfaction and customer loyalty.s2.8.2 Customer satisfaction and customer loyaltysSzwarc (2005:12) states that...

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...ceived as the new gold. As mentioned earlier, tourism is onesof the fastest growing industries in South Africa and has been acknowledge as a majorscontributor towards job creation and poverty relief (=-=FTTSA 2009-=-).sDue to the nature of this study, the current statistics, trends and developmentsspertaining to the guesthouse industry in the Western Cape region necessitatesconsideration. This Section entails an ...