Service tangibility on repeat visits in two-five star rated hotels in Nairobi County

Nancy Kaseki Musembi, Louise Ngugi and Methuselah Bichage
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Nancy Kaseki Musembi: Department of Tourism and Hospitality Management,Karatina University, Kenya
Louise Ngugi: Department of Food Science, Nutrition and Technology, Karatina University
Methuselah Bichage: Department of Tourism and Hospitality Management, Karatina University

International Journal of Research in Business and Social Science (2147-4478), 2020, vol. 9, issue 5, 333-340

Abstract: This study evaluated the influence of service tangibility on repeat visits in two-five star rated Hotels in Nairobi County. The significance of service quality cannot be overemphasized it is generally accepted that the interplay of service quality, customer satisfaction, and repeat visitation represents an attractive, cost-effective approach to gain a competitive advantage for most companies though the hotel industry is a very important sector in Kenya as it has many contributions to the economy. The tourism industry in Kenya is currently facing slow progress and the hotels are losing a lot of revenue due to poor services. The main objective of the study was to determine the influence of service tangibility on repeat visits in two-five star-rated hotels in Nairobi County. The specific objectives were to examine Quality and Cleanliness, the influence of Good Menu, and the impact of Comfortable Beds on repeat visits in two-five star-rated hotels in Nairobi. Mixed methods research design was applied based on a cross-sectional survey. The target population comprised of customers in 2-5 star rated hotels in Nairobi County. A questionnaire was used to collect primary data and the researcher conducted a pre-test of the research instruments to establish their validity. The study showed that there is a positive effect of quality attributes on customer satisfaction and customers’ repeat visits to hotels. The study concluded that majorly, the individual service quality attributes and the level of customer satisfaction influence repeat visits in star-rated hotels in Nairobi County. Key Words: Service Tangibility, Quality and Cleanliness, Good Menu and Ambiance, Comfortable Beds, Repeat Visits

Date: 2020
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