Effect of service delivery procedures on customer satisfaction in five star hotels in Nairobi
| dc.contributor.author | ATIENO, MILLICENT ADOYO | |
| dc.date.accessioned | 2021-12-11T07:53:52Z | |
| dc.date.available | 2021-12-11T07:53:52Z | |
| dc.date.issued | 2021-06 | |
| dc.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). | en_US |
| dc.description.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. | en_US |
| dc.identifier.uri | http://hdl.handle.net/11071/12234 | |
| dc.language.iso | en | en_US |
| dc.publisher | Strathmore University | en_US |
| dc.title | Effect of service delivery procedures on customer satisfaction in five star hotels in Nairobi | en_US |
| dc.type | Learning Object | en_US |
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