Investigating service delivery and its impacts on customer satisfaction :

Abstract

The study was carried out with the purpose of investigating the service delivery system and its impacts on customer satisfaction in rock classic hotel in Tororo district. The objectives of the research were, to find out the impact of service delivery on consumer satisfaction in Rock classic hotel, to find out the challenges faced by Rock classic hotel in service delivery, to make recommendations on improving customer services in Rock classic hotel. The researcher applied both qualitative and quantitative techniques in designing the research. A total of 80 respondents participated in the study and were selected using simple random sampling method. The data was collected using questionnaires and interviews and presented using tables, graphs and pie charts for easy analysis. The research summary has been drawn basing on the above three main research objectives and the research findings as presented in the problem statement. It was found that the impacts of service delivery majorly customer loyalty, greater profits then followed by communication and lastly internet communication. Additionally, the findings summarised that challenges faced by hotels in service delivery are mainly building a relationship with customers followed by challenges in managing a brand. Lastly the study came up with recommendations on how to improve on customer service in the hotel and concluded that training of employees on how to deliver services is recommendable, and then porter’s generic strategies should be considered followed by creating a customer retention program in order to improve on service delivery.