Influence of service quality on customer satisfaction and customer loyalty in 4 star hotels in Nairobi

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.