Influence of Policy Guidelines in Contract Catering Services on Customer Satisfaction in Selected Universities in Nairobi City County, Kenya
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Date
2020
Authors
Bitange, Gilbert Mokua
Mugambi, Rahab Muthoni
Miricho, Moses N
Journal Title
Journal ISSN
Volume Title
Publisher
Stratford
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.
Description
A Research Article in the Journal of Hospitality & Tourism Management
Keywords
Policy Guidelines Procedures, Service Level Agreement, Customer Satisfaction
Citation
Bitange, G. M., Mugambi, R. M., & Miricho, M. N. (2020). Influence of Policy Guidelines in Contract Catering Services on Customer Satisfaction in Selected Universities in Nairobi City County, Kenya. Journal of Hospitality and Tourism Management, 3(1), 74-88.