Show simple item record

dc.contributor.authorKariru, Antoneta N.
dc.contributor.authorAloo, C.
dc.date.accessioned2021-05-19T13:44:41Z
dc.date.available2021-05-19T13:44:41Z
dc.date.issued2014-01
dc.identifier.citationJournal of Research in Hospitality, Tourism and Culture Vol. 2(1) pp. 1-12, January, 2014 DOI: http:/dx.doi.org/10.14303/jrhtc.2013.100en_US
dc.identifier.urihttps://www.researchgate.net/publication/346974992_Customers'_perceptions_and_expectations_of_service_quality_in_hotels_in_western_tourism_circuit_Kenya
dc.identifier.urihttp://hdl.handle.net/123456789/4679
dc.identifier.urihttps://www.academia.edu/40118867/Customers_perceptions_and_expectations_of_service_quality_in_hotels_in_western_tourism_circuit_Kenya
dc.description.abstractQuality management is important in any establishment since it enhances organization’s performance and profitability in the long run. Subsequently, quality has been a focus of many successful establishments all over the world, drawing the attention of scholars and researchers alike. However, little has been done to identify customers’ perceptions and expectations of service quality within the hospitality industry in Kenya. This study hence investigated hotel guests’ perceptions of service quality in hotels within the Western Kenya tourism circuit. Consequently, the study acted as a bridge between the theoretical and practical aspects of service quality by administering questionnaires to customers who are key players in the hospitality industry. Four dimensions of service quality in excellent hotels were generated; “responsiveness and empathy”, “reliability”, “assurance” and “tangibles”. The study contributed to the existing body of literature on service quality within the hospitality industry.en_US
dc.language.isoenen_US
dc.publisherInternational Research Journalsen_US
dc.subjectService quality, hotels, Western tourism circuit, Kenyaen_US
dc.titleCustomers’ perceptions and expectations of service quality in hotels in western tourism circuit, Kenyaen_US
dc.typeArticleen_US


Files in this item

Thumbnail

This item appears in the following Collection(s)

Show simple item record