| dc.description.abstract | Quality is not most desirable aspect of many business organizations as they only focus on
profit maximization without considering customer satisfaction. To change this misleading
attitude among business owners, benefits of quality assurance must have to be highlighted to
them.
The purpose of this study was to determine whether there is a relationship between quality
assurance and customer satisfaction. Service quality, customer perceived service quality and
customer relations were focused on to establish their impact on customer retention, customer
loyalty and number of customers taking Kenlon Hotel Limited as a case study.
Data for this study was collected by interviewing cross sectional respondents both within the
organization (employees) and outside the organization (customers). Convenience, networking
and cluster data collection techniques were used because respondents were chosen basing on
their willingness and proximity to answer questions. Interviews and questionnaires were used
to collect primary data although lecture notice, published materials like news papers, journals
and performance report of hotel organization were used to generate secondary data.
The methodology used was both qualitative and quantitative research design in analyzing
data so as to identify clearly the similarities and conditions as well as criticizing previous
work.
The researcher has used face validity to ensure that data collected served its purpose as the
instrument appears to the truth on its face as well as apply observation to other population
since the population was heterogeneous by discussing questionnaires and interview guide
with the supervisor so as to ensure both internal and external validity. To ensure clarity and
precision of instructions given to respondents, the researcher has asked the supervisor to
examine his research instruments as well as using pilot-testing questionnaires so as research
findings to be reliable.
From the findings, it was revealed that indeed there is a position relationship between quality
assurance and customer satisfaction. The findings stated a positive significant relationship
(r=0.867, p<0.01) between service quality and customer satisfaction. Findings also showed a
positive significant relation (r=0.906, p<0.01) between customer relationship and customer
satisfaction. Findings also illustrated a positive significant relationship (r=0.929, p<0.01)
between customer perception towards service quality and customer satisfaction.
It was recommended that all business organizations especially hotels improve upon their
quality of services for instance work on Service quality, customer perceived service quality
and customer relations due to numerous advantages both to business organizations and
customers in general. | en_US |
