Drivers of Service Excellence Strategy at Nairobi Star Rated Hotels

Abstract

The objective of the study was to investigate the drivers of service excellence strategy of Nairobi star rated hotels in the hospitality industry. The research applied a descriptive study design. The study population was the top managers in charge of customer service in star rated hotels in Nairobi. This made a total target population of 79 respondents. In this study census sampling was utilized to select the sample. Census was important in that it was utilized in the case where the respondents are less than 200. This therefore meant that the sample size for the study was 79 respondents. Questionnaires gave respondents ample time to respond to the questions and to seek clarity in questions they cannot comprehend properly before filling them. The data for the study was analyzed both qualitatively and quantitatively. Data from the field was thoroughly checked to ensure completeness, consistency and accuracy. The data was then coded and tabulated to facilitate data analysis. The study found that technology innovations contribute the most to service excellence of star rated hotels, followed by strategic decisions. At 5% level of significance and 95% level of confidence, technology innovations, strategic decisions, service innovations, product innovations, human resource and organization structure, were all significant on service excellence of star rated hotels in that order. This study recommends that star rated hotels should implement the six drivers of service excellence for the customers to repeat the usage of a service, become a loyal customer and an ambassador of the firm. The study also recommends that firms should focus on remaining adaptive to emerging forms of technology in order to keep up with the pace of technological advancement. Indeed, modern technology makes it easier to convey information and enhance delivery of services to the end user.