Effects of quality service on customer satisfaction: a study of selected hotels in Naivasha town.

Abstract

The main objective of this study will be to establish the impact of service quality on customer satisfaction. Specific objectives are to establish the extent to which technical and functional quality affects customer satisfaction, to establish the effects of physical environment on customer satisfaction and to establish the effect that SERVQUAL model have on customer satisfaction. The proposed model focuses on the relationship between functional quality, technical quality, internal, external influences and service quality towards customer’s satisfaction; a study of selected hotels in Naivasha town.The plan, structure and the strategy of investigation conceived to provide the answers for this study will be through using the descriptive survey method of research design. This is because the data will be collected from the employees of various hotels in the town.The study will target 183 respondents from Great Rift Valley Hotel, Loldia House Hotel and Ajabu House Hotel in Naivasha town and will include all employees in the respective hotels.