Influence of Knowledge Acquisition on Customer Satisfaction in Four and Five Star Hotels in Nairobi County, Kenya

Abstract

The study investigated the influence of knowledge acquisition on customer satisfaction in four and five star hotels in Nairobi. In conducting the study the researcher was guided by the knowledge based view of the firm. The theory was greatly favored by the research because it considers firms as sources, assimilators, developers and exploiters of different types of knowledge. The study adopted a descriptive research design. Stratified random sampling was used to arrive at the sample size. The target population comprised of 28 four and five star hotels in Nairobi County. A sample size of three hundred and twenty four employees (324) and four hundred and fifteen boarding customers (415) was selected. The study employed a descriptive research design that examined how knowledge acquisition influences customer satisfaction in four and five-star hotel establishments in Nairobi County, Kenya. The findings indicated that there was a positive correlation (R=0.688, p-value of 0.000) between knowledge acquisition and customer satisfaction. The findings further indicated that knowledge acquisition had significant influence on customer satisfaction. The study recommended that hotels should come up with measures to identify and adopt knowledge acquisition practices in order to enhance customer satisfaction.