Influence of Quality Service on Customer Satisfaction: A Study of Tourism Industry in Kisumu, Kenya

Tourism industry in Kenya is a key player in income-earning and accounts for a sizable proportion of the National GDP. The coastal towns of Kenya are popular tourists’ destination. The tourists come from across the globe. Lately, there is a lot of promotion of local tourism by the state and practitioners. This ensures that the low tide seasons of foreign tourists are used by local tourists at subsidized rates. While tourists come to Kenya coastal hotels for holidays and leisure, it is not clear as to what values/quality measures attract them to Kenya. Many organizations use quality for competitive performance however, considering the vast disparity between standards offered by the different service providers in the tourist industry, it is necessary to establish what constitutes quality and customer satisfaction in the Kenyan tourism industry. Service Quality and Customer Satisfaction have long been recognized as playing a crucial role for success and survival in today’s competitive market.