Guests’ satisfaction with non-classified hotel product: the Kenyan coastal perspective
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Date
2016
Authors
Kivuva, A.K.
Ondingi, A.
Journal Title
Journal ISSN
Volume Title
Publisher
AJTHLS Open Access
Abstract
Non-classified hotels which comprise small hotels and guest houses are important
accommodation providers. They offer reasonably affordable hospitality products as compared to
classified hotels. Through guest satisfaction, non-classified hotels can achieve repeat business
and get new business through word of mouth from previous guests. If they do not provide quality
hospitality products, non-classified hotels must be ready to experience low occupancy levels.
This study aimed at establishing the levels of guest satisfaction in non-classified hotels. The
study site was Mtwapa town in Kilifi County (Kenya) with a population of 25 non-classified
hotels. The study adopted a descriptive survey design. The research findings indicated that
business guests were dissatisfied with non-classified hotel products in Mtwapa town. Issues such
as cleanliness, staff professionalism, speed of guest service, recognition of returning guests
among others had low satisfaction levels. The study recommends that non-classified hotels
operators should put more efforts in providing quality hospitality products to meet guests’
expectations
Description
Research Article
Keywords
Business guests, Satisfaction, Hotel product, Non-classified hotels
Citation
African Journal of Tourism, Hospitality and Leisure Studies Vol 2(1) PP 87-95, ISSN:2413-4120