Abstract:
The need of the Customer satisfaction means that how the customer perceives service delivery. Customer
satisfaction will be a function of service that performance relative to the customer expectation. For this reason, it is important
to understand how customer expectation is formed in order to identify the factors of service satisfaction in the hotel industry.
There are views from different customers with different expectations, on their knowledge base of a product or service. This can
be implied that a customer may estimate what the service performance will be or may think what the performance ought to be.
If the service performance meets or exceeds customers’ expectation, the customers will be satisfied. The objective of the study
were to assess the performance of frontline staff in the hotel industry. With a sample size of seventy five (75) picked at random
from five (5) selected hotels with their grading ranging from two-star and three-star and the people interviewed being
management staff, frontline staff and guest. The study used questionnaires for data collection and the Statistical Package for
Social Sciences (SPSS) for analysis of the data. The findings indicate that “Quality services” is the highest ranking among
other service dimensions which the hotel customers expect. This signifies that the hotel customers are concerned with a
standard of service that should be provided equivalently within the industry. Regarding the service expectation dimensions,
inferential analyses show that there are significant differences among hotel customers, who have different patterns of visit, age
ranges, and levels of income. The managerial implications are drawn from this study for two and three hotels, and policymakers
