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Effects of employee soft skills on customer service in fast food operation in Kisii County- hospitality research project
| Institution | Kisii National Polytechnic |
| Course | Food and beverage |
| Year | 3rd Year |
| Semester | Unknown |
| Posted By | MAKORI KERECHA |
| File Type | docx |
| Pages | |
| File Size | 344.62 KB |
| Views | 563 |
| Downloads | 0 |
| Price: |
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Description
The study determined the effect of employee soft skills on customer service in fast food operation in Kisii County; it was a descriptive survey research in which 5 specific objectives. 5 research questions and 5 research hypotheses guided the study. The researcher purposively uses 135 employees of fast food establishment as its sample size. The research instrument used for data collection was a questionnaire on a 4 point scale of preference, which was subjected to a reliability test that produce a reliability coefficient of 0.81, proving the usability of the instrument. Convenience or accessibility sampling technique was used in the administration of the instrument, Descriptive and Inferential statistics on SPSS version 25was used to analyze the data generated. Findings revealed that there is no significant relationship between teamwork as a dimension of employee soft skills and customer service of fast food establishments in Kisii County. Secondly, there is a significant relationship between problem solving as a dimension of employee soft skills and customer service of fast food establishment in Kisii County. There is significant relationship between communication as a dimension of employee soft skills and customer service of fast food establishment in Kisii County. Next, there is no significant relationship between critical thinking as a dimension of employee soft skills and customer service of fast food establishment in Kisii County. Finally, there is no significant relationship between emotional intelligence as a dimension of employee soft skills and customer service of fast food establishment in Kisii County. Following the positive but insignificant relationship between team work as a dimensionof employee soft skill and customer service, the study recommended that human resource departments should design operations to emphasize and educate employee on the importance of team work.
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