The Effect Of Service Quality On Customer Satisfaction Among Hotels In Nairobi County, Kenya

Customers’ expectations are ever growing and ever changing hence service providers have to find ways of inventing, developing and providing new and better service offers, better service delivery mechanisms. In the current highly competitive hospitality industry environment, it is not only essential to know the significance of service qualitybut to also identify suitable operational strategies that ought to be implemented to achieve desired service quality goals. The general objective of the study was to establish the influence of service quality on customer satisfaction among four star and five-star hotels in Nairobi County. The anchoring theory of this study is Expectation Disconfirmation Theory (EDP). This study used a descriptive research design specifically cross-sectional survey with the sample size of 385 customers of the four star and five-star hotels in Nairobi County. The non-probability sampling technique specifically convenience sampling was adopted in the selection of the study sample. The study collected primary data using semi structured questionnaires. Quantitative data collected was analysed by use of descriptive statistics, Pearson R correlation was used to measure strength and the direction of the linear relationships between variables. Multiple regression models at 5% level of significance was used to establish therelationship between service quality dimensions and customer satisfaction. The study  found that tangibility positively and significantly influences customer satisfaction among hotels in Nairobi County; reliability has a positive significant influence on customer satisfaction; responsiveness has positive significant influence on customer satisfaction in Nairobi County; assurance has a positive significant influence on customer satisfaction among hotels in Nairobi County; and empathy has a positive significant influence on customer satisfaction among hotels in Nairobi County. The study recommends the hotels to ensure that their facilities are visually appealing to its customers and this includes ensuring its employees are neat.