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How Lack of Standardized Service Delivery by Tour Providers in Shared Tourism Destinations Negatively Affects Ecotourism Development: Case of Serengeti-Mara

Cross-border ecotourism development in shared ecosystems such as Serengeti-Mara needs to take a common direction even for tour operators. The EAC regional tourism policy has taken cognizance of this fact and stipulate that an agreed regional quality and standards control mechanism harmonizing the standards for registration, classification, and accreditation and grading of service providers and tourism facilities should be observed. The policy indicates that tourism service providers such as lodges, tour companies, and camps, among others, would adhere to harmonized standards for registration, classification, and accreditation and grading of service providers and tourism facilities. The standardization is meant to ensure that two sides of the border provide quality service while at the same time inequality and competition do not occur. Ironically, no set standards exist for lodges, permanent tented camps and Special Campsites in SMME. These standards include the requirement to monitor and efficiently manage the disposal of waste, use of water and fuel wood. The study used questionnaire, interviews and focused group discussion to collect primary data while secondary data were collected using journals, documents, acts, legislations, sessional papers and conventions/protocols on tourism. Data were analyzed using descriptive statistics. The qualitative data were analysed by consolidating emerging themes from the key informant interviews and topic analysis. Quantitative data were analysed using descriptive statistics such as frequencies and percentages. Data were presented in form of tables, pie charts and narrations. The result of the study indicates that service providers in SMME are yet to standardize service delivery across the border. There is a general argument that international standards are met but not in all aspects of the tourism industry. The standardization of services across Serengeti Mara is hampered by different regulations on labour, tax systems and general business operations requirements. It was found out that Tanzania lacks highly skilled labour in certain areas in the tourism industry but rigid immigration regulations such as work permits and punitive tax systems make it an attractive for skilled personnel to work in Serengeti. Although both the regional and bilateral policies indicate that exchange of skills and sharing of information through seminars/workshops and even joint training is allowed, there is no evidence of the same at the implementation level.Thus, standardization of registration, licensing and service varies which falls short of regional and international standards service delivery. Tour operators are negatively affected by punitive taxation systems; the most affected side is Serengeti. There is no clear policy to enforce tour operators’ support for local community and regulation for them to adhere to environmentally best practices. This study, therefore, recommends common policy for tour operators which would standardize operations and service delivery so that international and regional standards continue to be met. This should include harmonized immigration laws and taxation systems so that skewed revenue distribution is eliminated.