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dc.contributor.authorATIENO, MILLICENT ADOYO
dc.date.accessioned2021-12-11T07:53:52Z
dc.date.available2021-12-11T07:53:52Z
dc.date.issued2021-06
dc.identifier.urihttp://hdl.handle.net/11071/12234
dc.descriptionThis study refers to the disconfirmation theory which states that consumers of services tend to compare a service recently delivered with a standard almost similar service that they have developed or received before. Their level of satisfaction with then be determined by how this new service measures up with the standard service. This theory assumes that customers consume services based on their intentions, attitudes, and expectations (Oliver 1980).en_US
dc.description.abstractThe purpose of the study is to analyze the effect of service delivery procedures on customer satisfaction in five-star hotels in Nairobi CBD area. The study focuses on various objectives that make up the dependent and independent variables which will in turn be analyzed and presented after the data collection procedures.en_US
dc.language.isoenen_US
dc.publisherStrathmore Universityen_US
dc.titleEffect of service delivery procedures on customer satisfaction in five star hotels in Nairobien_US
dc.typeLearning Objecten_US


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