INFLUENCE OF HOUSEKEEPING SERVICE QUALITY ON CUSTOMER SATISFACTION AND RETENTION IN FIVE STAR HOTELS IN NAIROBI COUNTY, KENYA (Other (Not Listed) Sample)
examine the service quality, to represent what factors of housekeeping-service quality make the greatest contribution to customer satisfaction and customer retention in five star hotels in operating in Nairobi County, Kenya.source..
INFLUENCE OF HOUSEKEEPING SERVICE QUALITY ON CUSTOMER SATISFACTION AND RETENTION IN FIVE STAR HOTELS IN NAIROBI COUNTY, KENYA
Rose KiemaConcept paper for PhD
1.0 INTRODUCTION AND CONTEXTUALISATION OF THE STUDY
1.1 Background to the Study
In today’s fast-paced and increasingly competitive market in the hospitality industry, the bottom line of a hotel’s marketing strategies and tactics is to make profits and contribute to the growth of the hotel. Customer satisfaction and customer retention are global issues that affect all organizations in all industries, be it large or small, profit or non-profit, global or local. Many hotels are interested in studying, evaluating and implementing marketing strategies that aim at improving customer retention and maximizing share of customers in view of the beneficial effects on the financial performance for the firm.
In the hospitality industry, there has been a strong advocacy for the adoption of customer retention as one of the key performance indicators (Kaplan and Norton, 2016). Quality service and customer satisfaction have long been recognized as playing a crucial role for success and survival in today’s competitive market. Considerable research has been conducted on these two concepts. Notably, service quality and satisfaction concepts have been linked to customer behavioural intentions like purchase and loyalty intention, willingness to spread positive word of mouth, referral, and complaint intention by many researchers (Olsen, 2015; Kang, Nobuyuki and Herbert, 2016; Söderlund and Öhman, 2015).
As hospitality industry sectors mature, competitive advantage through high quality service is an increasingly important weapon in business survival. The industry has certainly not been exempted from increased competition or rising consumer expectations of quality (Olsen, 2015).
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