Customer Service
THE CAMBRIDGE ASSOCIATION OF MANAGERS GRADUATE DIPLOMA IN HOSPITALITY, TOURISM AND RECREATION.
CUSTOMER SERVICE
CUSTOMER SATISFACTION IN HOSPITALITY AND TOURISM INDUSTRY
[A CASE STUDY OF WHITESANDS BEACH HOTEL]
DONE BY : LYNETTE A. NYAGAYA
CANDIDATE NO: CAM / 2008 / GD/ KEN/ 00425
PURPOSE : Fulfillment of CAM graduate diploma in hospitality, tourism and Recreation.
[Customer service]
Dated July 2008 Presented to : Cambridge Association of Managers, International Examinations, Cambridge, UK
ACKNOWLEDGEMENT
My sincere gratitude to my project supervisor Mrs. Nzioka for giving me guidance throughout the entire project write up.
I also thank the entire DALC library for their support and assistance with reference material for the project. I also thank my husband for the support he gave me during my research and for helping me with the editing of the project.
EXECUTIVE SUMMARY
The study on customer satisfaction in hospitality and tourism industry was carried out in a single entity case of Whitesands beach hotel which is a Kenya’s first luxury hotel situated in the heart of Nairobi Kenya.
The main objective of the research was to find out how to measure customer satisfaction in a hotel operation. The study is significant to all the hospitality and tourism industry because the stakeholders will realize that knowledge of customer’s expectations and requirement is the cheapest means of promotion. It is also necessary to trace the sources of consumer dissatisfaction to its fullest extent and to a much investigation needs to be taken to discover possible reasons for poor business performance or any weak links there may be in catering cycle. Data was collected through the use of questionnaires which were formulated and sent to the respondents to fill. This was convenient because the respondents have ample time to read and answer the questionnaires. The sampling design technique and procedure was also used where a sample of twenty five employees
CUSTOMER SERVICE
CUSTOMER SATISFACTION IN HOSPITALITY AND TOURISM INDUSTRY
[A CASE STUDY OF WHITESANDS BEACH HOTEL]
DONE BY : LYNETTE A. NYAGAYA
CANDIDATE NO: CAM / 2008 / GD/ KEN/ 00425
PURPOSE : Fulfillment of CAM graduate diploma in hospitality, tourism and Recreation.
[Customer service]
Dated July 2008 Presented to : Cambridge Association of Managers, International Examinations, Cambridge, UK
ACKNOWLEDGEMENT
My sincere gratitude to my project supervisor Mrs. Nzioka for giving me guidance throughout the entire project write up.
I also thank the entire DALC library for their support and assistance with reference material for the project. I also thank my husband for the support he gave me during my research and for helping me with the editing of the project.
EXECUTIVE SUMMARY
The study on customer satisfaction in hospitality and tourism industry was carried out in a single entity case of Whitesands beach hotel which is a Kenya’s first luxury hotel situated in the heart of Nairobi Kenya.
The main objective of the research was to find out how to measure customer satisfaction in a hotel operation. The study is significant to all the hospitality and tourism industry because the stakeholders will realize that knowledge of customer’s expectations and requirement is the cheapest means of promotion. It is also necessary to trace the sources of consumer dissatisfaction to its fullest extent and to a much investigation needs to be taken to discover possible reasons for poor business performance or any weak links there may be in catering cycle. Data was collected through the use of questionnaires which were formulated and sent to the respondents to fill. This was convenient because the respondents have ample time to read and answer the questionnaires. The sampling design technique and procedure was also used where a sample of twenty five employees