| dc.description.abstract | This study sought to examine relationship marketing and selected performance indicators of tour
operators in Nairobi County. The following objectives guided the study; to assess the common
services offered by Tour operators to international clients, to assess the level of customer
satisfaction in tour operators, to determine the relationship between offering multiple services
and increase in Tour operators’ international clients, and to assess the common marketing
strategies used by Tour operators to increase international clients. Therefore, the services offered
by tour operators to international clients were explored. The study also examined the marketing
strategies employed by tour operators in their bid to increase international clients.
The study found out that majority of respondents revealed that most tour operators’ activity
revolved around provision of drive guide and transfers between airports or guest houses. The
most preferred type of transport used by tour operators to transport tourists was 4x4
Nissan/Toyota cars as compared to those who preferred micro-bus. The finding indicates that
offering multiple services contributes to increase in number of international clients. On the
marketing strategies used by tour operators to attract international clients, the study showed that
most tour operators preferred E-commerce Virtual tour, Brochure and the use of direct selling as
the common marketing strategies.
The Methodology of research was through both primary and secondary data analysis. Secondary
data was collected through library research, internet sources, past theses, academic papers and
dissertations and a summary of journals. The study relied heavily on Primary data that was
collected through administration of questionnaires to tour operators and international customers.
Descriptive survey and correlation research designs were used. Systematic random sampling was
used to select a sample of 165 Tour operators. Descriptive survey and correlation research
designs were used. This study established that offering multiple services increased tour
operators’ international clients | en |
