Effects of service delivery procedures on customer satisfaction in five star hotels - hospitality and tourism 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 106.41 KB
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Description

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. The study looked into various previous researches done on the same and identified the research gap which determined the target audience and the research group and site. As the researcher will proceed to data collection, the study will employ the use of questionnaires to collect relevant data for the study. The researcher will use census sampling technique whereby; the five-star hotels will be sampled using stratified sampling. Cluster sampling technique will be employed in that the sample will be categorized into two clusters namely: the entire service delivery team making up the hotel management and staff and the customers who frequently use the five-star hotels in Nairobi CBD area. The researcher will collect both qualitative and quantitative data which will be analyzed using SPSS and presented in form of tables and graphs for easy understanding. The study findings will, then, be presented and from which, conclusion and recommendations will be drawn to assist in future studies and to assist the hotels provide better services that satisfy the customers
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