dc.description.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. | en_US |