IMPACTS OF QUALITY SERVICE MANAGEMENT ON CUSTOMER SATISFACTION IN HOTELS WITHIN VOI SUB-COUNTY IN TAITA TAVETA - COUNTY, KENYA

MONYANGI, SAMUEL EVERLYNE

dc.contributor.author	MONYANGI, SAMUEL EVERLYNE
dc.date.accessioned	2025-01-18T09:40:19Z
dc.date.available	2025-01-18T09:40:19Z
dc.date.issued	2024
dc.identifier.uri	https://ir.gretsauniversity.ac.ke/xmlui/handle/20.500.12736/4163
dc.description.abstract	This study sought to establish the influence of quality service management on customer satisfaction in hotels within Voi Sub- County, Taita-Taveta County. Given the ever-growing and ever-changing nature of customer expectations, service providers in the hospitality industry must continuously be innovate and refine their service offerings and delivery mechanisms. In this competitive environment, understanding the significance of service management and identifying effective operational strategies are essential to achieving desired service management goals. The study was anchored in the Expectation Disconfirmation Theory (EDP) and customer Lifetime Value (CLTV). A descriptive research design was employed specifically a cross-sectional survey. A sample of 150 customers from one stir- five-star hotels in the area were selected using a convenience sampling technique. Primary data was collected using semi structured questionnaires, and the analysis involved the use of descriptive statistics to summarize the data. The Pearson R correlation coefficient was employed to measure the strength and direction of linear relationships between the variables. Furthermore, multiple regression models at a 5% significance level were used to establish the relationship between various service management dimensions such as tangibility, reliability, responsiveness, assurance, and empathy—and customer satisfaction. The study anticipated that each of these dimensions had a positive and significant influence on customer satisfaction, providing valuable insights into how hotels in Voi, Taita-Taveta County can enhance their quality service management practices to better meet customer expectations. Key terms: service quality management, customer satisfaction	en_US
dc.publisher	Gretsa university	en_US
dc.subject	Research project	en_US
dc.title	IMPACTS OF QUALITY SERVICE MANAGEMENT ON CUSTOMER SATISFACTION IN HOTELS WITHIN VOI SUB-COUNTY IN TAITA TAVETA - COUNTY, KENYA	en_US