Effect of service delivery procedures on customer satisfaction in five star hotels in Nairobi
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Date
Authors
ATIENO, MILLICENT ADOYO
Journal Title
Journal ISSN
Volume Title
Publisher
Strathmore University
Abstract
The 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.
Description
This 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).