An assessment of service quality as perceived by customers in five star restaurants in Nairobi, Kenya
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Date
2008-06
Authors
Opondo, Josephine Atieno
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
The tenet of this study is that despite hospitality staff claiming to offer quality services
many customers' expectations are not met. Staff tend to focus on tangible elements of the
products in their role as service providers. Service providers should regularly monitor
service quality and customer satisfaction in an attempt to improve customer retention.
Inappropriate or inadequate treatment can result in customer dissatisfaction. The purpose
of the study was to assess various quality aspects of service as perceived by the
customers in five star restaurants in Nairobi. The study aimed at determining the
difference in attitudes and expectations of both customers and service providers. A
descriptive survey design was used to evaluate service quality as perceived by customers
in selected five star restaurants in Nairobi. This design enabled the researcher to gather
information, summarize, present and interpret information for the purpose of clarification
The study was restricted to three, five star restaurants in Nairobi, namely: A, B and C.The
letters have been used for anonymity reasons. Simplerandom method was used to select
three restaurants from the classification of hotels andi~sta'urants. Convenient sampling
and stratified methods were used to select subjects for the study. Customers from each of
the three restaurants were conveniently selected (A 125, B 120 and C 40). Three
restaurant managers < and 22 waiting staff were also interviewed. Data were collected
using; rating scale, questionnaires and interview schedules. Observation forms and guest
comment cards were also used. Data collected were analyzed using both descriptive and
inferential statistics. The main techniques used to analyze data were the Chi-square (x2),
Pearson Product- moment correlation (r), Analysis of Variance (ANOVA) and factor
analysis. The result of study showed that five top ranked customer satisfaction
dimensions revealed that customers were extremely satisfied with; customers' problems
treated sympathetically, staff knowledgeable about products, friendliness and politeness
of staff, food is fresh and there is no mix up in orders or bills. The study found that the
customers were extremely satisfied with the restaurant's reliability, empathy, assurance
and responsiveness. However, they were satisfied with tangibles. From this study the
reseafcher concludes that; Customers are satisfied with the quality of services provided
by the five star restaurants in Nairobi. The restaurants meet the requirements for five star
restaurants as established in the criteria for classification of restaurants; Different
restaurants provide customers with different levels of satisfaction and majority of the
working staff are satisfied with the working conditions within the restaurants. Based on
the study, it is recommended that a focus should be made in areas such as empathy,
responsiveness and assurance so as to retain and attract more customers. Since majority
of the waiting staff are dissatisfied with the pay they received, the management of the
five star restaurants should review the pay of staff to ensure that the workers get their
rightful dues. This can enhance the quality of service they deliver to customers.
Description
A thesis submitted in partial fulfillment for the degree of Master of Science in Hospitality and Tourism Management of Kenyatta University, June 2008