Journal of Research in Hospitality, Tourism and Culture

Journal of Research in Hospitality, Tourism and Culture Vol. 2(1) pp. 1-12, January 2014. DOI: http:/dx.doi.org/10.14303/jrhtc.2013.100. Copyright © 2014 International Research Journals

 

Full Length Research Paper

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

*1Antoneta Njeri Kariru, Tutorial Fellow 2Charles Aloo, Lecturer

1/2Department of Eco-Tourism, Hotel and Institution Management, Maseno University, P.O. Box 333–40105, Maseno KENYA

*Corresponding author Email: antonettanjeri@yahoo.com  

Received August 5, 2013; Accepted September 17, 2013

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.

Keywords: Service quality, hotels, Western tourism circuit, Kenya

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