Service Quality and Customer Satisfaction in Selected Hotels in Rwanda

Abstract

Purpose: The purpose of this study is to assess the effect of service quality on customer satisfaction in selected hotels in Rwanda, a case study of Park Inn and Retreat Hotel. The study is guided by the following specific objectives: To determine the effect of responsiveness on customer satisfaction in Park Inn and Retreat Hotel, to identify the effect of tangibility on customer satisfaction in Park Inn and Retreat Hotel, to assess the effect of reliability on customer satisfaction in Park Inn and Retreat Hotel and to examine effect of empathy on customer satisfaction in Park Inn and Retreat Hotel.

Methodology: This study adopted descriptive research design to get results related to the study, the target population was 346 while sample size was 186. Researcher applied stratified random and convenience sampling.

Findings: The findings showed that responsiveness influence customer satisfaction at strong positive correlation r=. 845; tangibility influence customer satisfaction at Park Inn and Retreat Hotel at Pearson Coefficient correlation r=.823; the results showed that reliability influences customer satisfaction at Coefficient correlation r=. 812, the empathy influence customer satisfaction in Park Inn and Retreat Hotel Pearson Correlation Coefficient r=.811; The study concluded that responsiveness, tangibility, reliability, and empathy enhance customer satisfaction in the hotel industry.

Unique Contribution to Theory, Practice and Policy: Finally, the research recommended that hotels need to invest in comprehensive training programs for staff to enhance their service skills, product knowledge, and interpersonal communication leading to the maximization of quality service.