An Assessment of the impact of customer satisfaction and customer loyalty on occupancy rates of selected four and five-star hotels in Nairobi county

Abstract

Service quality, customer satisfaction and customer loyalty have been recognized as dominant factors in hospitality organizations. This study helps us to extend our knowledge of the relationship among the factors as well as the impact they have to hotels in Kenya. The study was based specifically to four-and five-star hotels within Nairobi city where there was a total of thirty-one hotels. The research was done during the COVID-19 pandemic therefore was carried out online and through contactless interviews. The literature review indicated how these relationships affect each other that is that they all are required to ensure that the customers indeed became loyal to the hotel. Through improving the levels of service quality then there was a recorded impact on customer satisfaction, the customer satisfaction led to improved loyalty to the hotel thus maintain as well as add on their customer reach. The information recorded can be of use to the hotel practitioners as they can see how the various factors impact each other and while building or restructuring the hotel’s image improve them to attain their potential customers business.