An investigation into the anticipated impact on quality assurance of implementing a tourism management information system at the Zimbabwe Tourism Authority

Abstract

The Zimbabwe Tourism Authority has a mandate to market the country as a preferred destination of choice and is therefore responsible for the quality of the country’s tourism and hospitality products and services. This is in spite of the Authority not having a Management Information System that is integrated and computerised to regulate and manage the industry’s products and services. Earlier drafted Management Information Systems have not included the quality assurance aspect yet there continue to be inconsistencies, inefficiencies and ineffectiveness in this area.

The main objective of this study therefore was to investigate the anticipated impact on quality assurance of implementing a Tourism Management Information System at ZTA, as well as coming up with the ideal components of such a system which are relevant and applicable to this case. Literature has shown that a tourism management system is not an off the shelf system but is designed as per need to fill gaps, which have been identified and the architecture of the TMIS made to suit these. Research has shown that such a tailor made system has the greatest positive impact on quality assurance and brings out the necessary components.

This research was carried out in Harare. The research used purposive/judgemental sampling to come up with the sample as it required specifically only knowledgeable people in decision making positions’ opinions. Semi structured interviews were carried out and information on the current gaps in quality assurance, requirements of an ideal quality assurance aligned TMIS together with the challenges was obtained. Furthermore was an assessment of the impact which specific components had on quality assurance which resulted in the discovery of other more relevant components. Overally the operational efficiencies, Decision Support, Knowledge Management, Business Intelligence, Executive Information component, Compliance management and Quality Management aspects were found to have the greatest impact on quality assurance, therefore these are imperative to any TMIS on quality assurance.