Influence of Policy Guidelines in Contract Catering Services on Customer Satisfaction in Selected Universities in Nairobi City County, Kenya

Abstract

The paper examines the influence of policy guidelines in contract catering services on customer satisfaction in Universities. Specifically the paper assesses the effect of policy guidelines in policy procedures and service level agreement in contract catering services and customer satisfaction in selected universities in Nairobi City County, Kenya. The study adopted descriptive survey design. The target population was selected universities in Nairobi City County, Kenya. Purposive and stratified random sampling technique was adopted in selecting the target population of universities. The sampling technique for management staff respondents was purposive sampling while the students ‗respondents was calculated by using of Cooper and Schindler formula. The study adopted interview guide and questionnaire data collection instrument. Out of a total 276 respondents, 257 participated which is 75.72% response. Inferential analysis using Pearson correlation coefficient (r) was 0.000 implying that policy guidelines were positively correlated to customer satisfaction. The results had a P value of 0.945 and statistically significant of 0.000, and thus reject the null services and customer satisfaction in Universities. The findings of this study have implications in theory and practice that as policy guidelines in contract catering services were positively correlated to customer satisfaction, policy guidelines in contract catering services influence customer satisfaction, in universities in Nairobi City County, Kenya. The study findings in practice, serves as a useful reference for on influence of policy guidelines (Policy procedures & Service level agreement) in contract catering services on customer satisfaction in Universities.