Customers’ perceptions and expectations of service quality in hotels in western tourism circuit, Kenya

Abstract

Quality 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.