Service Design and Delivery of Four- and Fivestar Hotels in Nairobi, Kenya
Abstract
The study sought to determine the service design implemented by the four and five-hotels in
Nairobi, Kenya and to establish the relationship between the service design and delivery in the
four- and five-star hotels in Nairobi, Kenya. Relevant empirical studies were reviewed to inform
the conceptual framework. The study adopted cross-sectional descriptive survey research design.
The study targeted 34 four- and five-star hotels in Nairobi and census was used. Primary data was
gathered with aid of the questionnaire and the analysis was done through SPSS by means and
standard deviations and regression analysis and presented through Tables. It was noted that service
design had been implemented in the studied hotels where service concept (β=0.412) had the largest
effect on service delivery followed by service delivery design to customer needs (β=0.280),
delivery systems (β=0.255) and then service encounters (β=0.181). The study concludes that
implementation of this service design had positively contributed towards service delivery of these
hotels. In particular, service concept had the largest effect on service delivery followed by service
delivery design to customer needs, delivery systems and then service encounters. The study
recommends that the human resource managers in four and five-hotels in Nairobi, Kenya should
have in place customer and service delivery training for employees to enhance their customer
service and care skills. The operation managers working in four and five-hotels in Nairobi need to
enhance the service delivery landscapes including the enhancement of the delivery systems.
Publisher
University of Nairobi
Rights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
- School of Business [1365]
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