Influence of service quality on customer satisfaction and customer loyalty in 4 star hotels in Nairobi
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Authors
MAINA, CYNTHIA KIRIGO
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Publisher
Strathmore University
Abstract
The influence of Service Quality on Customer Satisfaction and Customer Loyalty in 4-star hotels in Nairobi County, Kenya has been a major importance in the hospitality industry. Service quality as seen is a major factor that contributes to customer satisfaction in the hotel industry since excellent service quality will bring about the satisfaction of their guests thus the brand of the hotel will be improved by the satisfaction of their guests.
Description
High level of competition and competitiveness in the hospitality industry like hotels, we see that hotels function has been one of the main reasons as to why service quality and customer satisfaction have become very important. In the hotel industry, customers who are satisfied tend to be loyal by returning and visiting the same hotel again and again thus making a profit to the hotel. The top management of the hotel focuses more on how to maximize guest satisfaction. This project has two objectives.