Service Tangibility on Repeat Visits in Two-Five Star Rated Hotels in Nairobi County

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 over emphasized it is generally accepted that the interplay of service quality, customer satisfaction, and repeat visitation represents an attractive, cost-effective approach to gain 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 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, influence of Good Menu and impact of Comfortable Beds on repeat visits in two-five star rated hotels in Nairobi. Mixed methods research design was applied based on cross sectional survey. The target population of comprised of customers in 2-5 star rated hotels in Nairobi County. A questionnaire was use 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.