Service quality, customer satisfaction and customer loyalty in Three to Five Star hotels in Nairobi
Businesses world over, whether manufacturing or services aim at delivering core performance objectives namely; quality, time, cost and flexibility. Harrington (2000) defines quality as Meeting or exceeding customer‘s expectation at a price that represents value to them. Quality in products and services has increasingly become a pivotal concern nowadays. While quality in tangible goods can be measured by marketers, quality in services is complex due to the intangibility of the output. The objectives of the study were to determine the relationship between service quality, customer satisfaction and customer loyalty in the service sector with a focus on the hospitality industry in Nairobi, Kenya.The study involved 330 three to five star hotels in Kenya. The study thus reached a total of 292 respondents, sampled on a stratified random sampling method, from the customers. Respondents were presented with descriptive statements in a 5-point and 4-point Likert scale on which they were required to rate by scoring the extent to which they perceived a particular statement as descriptive of the force in the corporations. The questionnaires were administered through drop and pick method to the respondents targeted. The questionnaires were coded and edited for completeness and consistency and entered into Statistical Package for Social Sciences (SPSS version 20). Analysis involved descriptive statistics and inferential analysis. Descriptive analysis technique gave simple summaries about the sample data in quantitative descriptions and included, mean, standard deviation, frequencies and percentages. The response rate was 292 respondents which is 87.95% of the respondents Majority of whom were male which represented 53.77% while 46.23% were female. The findings indicated that majority (37.3%) of the respondents was between 41 and 50 years implying that the respondents were old enough to provide valuable responses. The study concluded that the Hotels have good looking facilities, physical facilities are visually appealing, the findings also concluded that the hotels perform their services right the first time. the study recommended that the Hotels should have good looking facilities and visually appealing to the customers, also that employees should be neat appearing, that the materials associated with the services (such as pamphlets) should be visually appealing, that the hotels should always keep their promises. Time was also a major constraint considering that most respondents were either busy or out of office and repeated reminders had to be made to them. Most of the respondent could not spare time for face to face interviews due to their nature of work and their busy schedules it therefore required pick and drop later method and emailing of questionnaires this explaining the difference in number of respondents. The future research may extend this study of relationship between service quality and customers satisfaction to a bigger number of hostels and develop a comparative analysis between them and also include others factors beside the service quality, including price, brand image, as a determinant of customer satisfaction.
The following license files are associated with this item: