INFLUENCE OF CUSTOMER CARE SERVICES ON ORGANIZATIONAL PERFORMANCE: THE CASE OF GRACIA GARDENS HOTEL, NAIROBI - KENYA.
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The purpose of the study was to establish the influence of customer service on
organizational performance of Gracia Gardens hotel within Nairobi, Kenya. The objectives
of the study were to determine how communication influences the organizational
performance; to examine how time taken by customers before being served influences
organizational performance; to determine how staff etiquette influences the organizational
performance and to examine the extent to which customer care training influences
organizational performance of Gracia Hotel. The study utilized a survey design. It
employed face to face interviews and semi structured interviews as tools to collect data.
The study reveals that, for communication policies to be effectively implemented those
affected who are largely the customers and employees should be involved by inviting them
to a meeting. At the same time, the type of food and machines/manpower are the main
determinants to the time taken before serving the customer. The researcher also
recommends that organization should enhance customer service through maintaining the
appropriate dressing code within their business environment. In addition, the management
of different firms in hotel industry should consider frequent training of employees on
customer services. Hotel companies should also employ effective employee etiquette as
manifested by mutual respect among all stakeholders. The hotel businesses should also
consider employing mechanisms of improving on efficiency though reduction of time
spent to serve the customers. All the above will enhance performance in the hotel industry.