School of Management and Commerce (SMC)

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Browsing School of Management and Commerce (SMC) by Author "Adundo, M."

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    Factors influencing customer satisfaction with services offered by tours and travel agencies in Nairobi
    (Strathmore University, 2023) Adundo, M.
    Customer satisfaction is a measure of how well a product or service meets the needs and expectations of its customers. It is a complex and multi-dimensional construct that can be influenced by various factors such as product or service quality, price, convenience, responsiveness, and customer service. Customer satisfaction is generally considered to be a positive outcome, as it indicates that customers are happy with the product or service they have received. To this end, this study aimed to investigate the factors influencing customer satisfaction with services offered by high-end tours and travel agencies in Nairobi County. The factors that the study considered were promotional value, functional value, emotional value, and innovative value. The study adopted a descriptive research design. The target population in this study was customers who utilize the services of high-end tour and travel agencies in Nairobi. A sample of customers from four high-end tour agencies, Abercrombie & Kent Ltd, African Horizons Travel Safaris, Bush and Beyond Ltd, and Pollmans Tours Safaris Ltd-Msa was selected using judgmental sampling technique. Data was collected using a structured questionnaire. It was then analysed using descriptive statistics and inferential statistics and presented using tables and figures. The questionnaires issued were responded to and returned to the researcher. The correlation tests for promotional value, functional value, emotional value, and innovative value and customer satisfaction showed there existed a significant and strong positive effect these four factors on the Customer Satisfaction of the tour and travel agencies in Kenya. The research concluded that all four factors significantly influence customer satisfaction with the services provided by tours and travel agencies in Nairobi. The study recommends that the management of tour and travel agencies aim to increase their promotional, functional, emotional, and innovative values to increase their customer satisfaction and improve their brands. Policy-makers should encourage collaboration among tours and travel agencies, industry associations, government bodies, and other relevant stakeholders to create platforms for knowledge sharing, best practice exchange, and joint initiatives to improve overall service quality and customer satisfaction. The study limitations include the focus only on high-end tours and travel agencies. Also, the study has geographic limitation as it only focuses on Nairobi. Future research should build upon existing theories and frameworks related to customer satisfaction and service quality in the context of tours and travel agencies. Future studies could consider a more diverse, incorporate objective measures or employ mixed-method approaches and representative sample to obtain a comprehensive understanding of customer satisfaction.