1、1800 单词， 10500 英文字符， 3100 汉字 出处： Mbuthia S, Muthoni C, Muchina S. Hotel Service Quality : Perceptions and Satisfaction among Domestic Guests in KenyaJ. 2013, 2(8):22-32. 原文 HOTEL SERVICE QUALITY: PERCEPTIONS AND SATISFACTION AMONG DOMESTIC GUESTS IN KENYA Susan Mbuthia; Caroline Muthoni ; Stephen Mu
2、china Abstract The Kenya tourism industry is a key contributor to its GDP. Hotel subsector benefits directly from growth of tourism but sustainable customer base would require polished customer service. Domestic hotel guests to play an important role in bridging the seasonality gap that is the core
3、of the international tourism business model. The ability to harness this capacity is dependent on the extent to which they perceive the services provided as being worth their money value. This study therefore aimed at determining the guest actual experience and evaluation from the stay hence assess
4、how the hotel performed against perceived quality and the effect on guest satisfaction operationalised as emotional satisfaction. Descriptive Survey design was adopted for the study. Cluster sampling was applied to select the hotels from which customers were derived. The study self-administered ques
5、tionnaires to 182 guests. 26 items were used to measure perceived service quality on using a seven-point Likert-type scale for their responses. The study found out that tangibility as a service is rated highly. However confidence and communication dimensions of quality scored low means hence low rat
6、ing. The path leading from “service quality” to “emotional satisfaction” had a coefficient of 0.701, with a p-value of 3.621. The path was significant; we therefore reject the null hypothesis and conclude that emotional satisfaction is dependent on service quality which supports that that emotional satisfaction is dependent on service quality. This study has revealed moderate influences of quality dimensions such as reliability, responsiveness and communication as given in their path coeff
