Effects of soft skills on customer service in hotel food establishments in kisii town - hospitality and tourism research project
| Institution | Kisii National Polytechnic |
| Course | Hospitality and tour... |
| Year | 3rd Year |
| Semester | Unknown |
| Posted By | MAKORI KERECHA |
| File Type | docx |
| Pages | |
| File Size | 344.62 KB |
| Views | 405 |
| Downloads | 0 |
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Description
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The influence of Service Quality on Customer Satisfaction and Customer Loyalty in 4-star hotels in Nairobi County, Kenya has been a major importance in the hospitality industry. Service quality as seen is a major factor that contributes to customer satisfaction in the hotel industry since excellent service quality will bring about the satisfaction of their guests thus the brand of the hotel will be improved by the satisfaction of their guests. Service quality is also a major factor to which contributes to the loyalty of a guest since the customer will be satisfied and will definitely visit the hotel occasionally since the service quality of the hotel is good and professional thus the customers will talk to other to other potential customers about the quality of service of the hotel and they were treated as well as how they enjoyed their experience in the hotel. This then will improve the appearance of the hotel and increase the brand status of the hotel. We see the relationship of service quality on customer satisfaction and customer loyalty and the various theories as well as the different models that display the relationship between service quality, customer satisfaction and customer loyalty
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CHAPTER ONE
This chapter contains business description, owner’s background information, business name, business location, address, forms of ownership, type of business products and services, goals and objectives and others.
CHAPTER TWO
Here we have market plan which contains customers, domestic customers, institution, government department, market share/size, competition, promotion and advertisement and many more
CHAPTER THREE
We have organization/management plan which contains the management team, organization charts, other personnel, recruitment, training and promotion, recruitment of employees, training, remuneration and incentives, licenses, permit and by-laws
CHAPTER FOUR
It contains production facilities and capacity, production strategy, process and regulations affecting operations. The process involves the steps to be followed in producing garments especially commercial paper patterns and offering services of high standard than competitors. Besides this, it also contains expenses incurred in the business with regulation affecting all operations with the premise.
CHAPTER FIVE
Contains financial plan, pre-operational costs, cash flow statement, Performa, balance sheets, break even analysis and even others which have been indicated in table contain chapter five
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Here we have market plan which contains customers, domestic customers, institution, government department, market share/size, competition, promotion and advertisement and many more
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Contains financial plan, pre-operational costs, cash flow statement, Performa, balance sheets, break even analysis and even others which have been indicated in table contain chapter five
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Here we have market plan which contains customers, domestic customers, institution, government department, market share/size, competition, promotion and advertisement and many more
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Here we have market plan which contains customers, domestic customers, institution, government department, market share/size, competition, promotion and advertisement and many more
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It contains production facilities and capacity, production strategy, process and regulations affecting operations. The process involves the steps to be followed in producing garments especially commercial paper patterns and offering services of high standard than competitors. Besides this, it also contains expenses incurred in the business with regulation affecting all operations with the premise.
CHAPTER FIVE
Contains financial plan, pre-operational costs, cash flow statement, Performa, balance sheets, break even analysis and even others which have been indicated in table contain chapter five
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CHAPTER TWO
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CHAPTER FOUR
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