SERVICE QUALITY AND CUSTOMER SATISFACTION: A CASE STUDY: OF HOTEL AFRICAN A. KAMP ALA

ABSRTACT

The study examined the relationship between service quality and customer satisfaction of •

hotel Africana and the total population of 30 which was obtained using simple random

sampling. The study was random quantitative since the major findings from field were

descriptively presented through the use of tables for easy understanding and

interpretation.

I distributed three research questioners' and three objectives which included ; what is the

various dimensions service quality in hotel Africana., what is the level of service quality

in hotel Africana, i:vhat is the relationship between service quality and customer

satisfaction in hotel Africana , to establish the various dimensions of service quality in

hotel Africana, to assess the level of service quality in hotel Africana,, to determine the

relationship between service quality and customer satisfaction. Using across sectional

survey design in which the survey questionnaire were used to collect the required data

The study was able to make the following findings. The female gender the highest with

66.7%, and 33.3 male, the respondents age the highest were less than 30 having 46% of .

the respondents

The research findings revealed that servi_ce quality is very important in expanding hotel

Africana as indicated by 40% of the responded leading service are available and

dependent . The researcher also revealed that there is close relationship between service

quality and customer satisfaction in hotel Africana. The research also found out that great

percentage of respondent 40% appreciates knowledge of management of improvement on

service quality.

The researcher recommended the following to realize that in order to avoid poor service

quality Management should make good planning of their activities in order to avoid over

working of employees leading to poor service quality and the long run of customer

dissatisfaction.

There should be an effective examination of each individual needs. People should not be

looked up in wholesome

In order to improve on service quality, employees should be appreciated for the work

they have done.