| dc.description.abstract | Kenya is a well-known tourist destination in Africa and the government has launched
several initiatives to boost tourism. Hotels are a vital aspect of tourism in the country
and maintaining high levels of customer satisfaction with their services is crucial for
upholding the country's reputation as a desirable tourist destination. Objectives were
guided by customer loyalty, customer behaviour, service quality, and brand reputation
and how they affected organizational performance. Resource-Based View (RBV)
theory, Expectancy-Value Theory, Customer Service Theory and the Reputation
management theory guided the study. A descriptive survey design was employed to
collect quantitative data from 121 staff and 186 customers at the lodges (Lewa
Wilderness, Lewa House and Elewana Lewa Safari Camp) in the Conservancy.
Structured questionnaires the primary tool for collecting primary data which were
analysed using SPPSS to examine descriptive results like frequency, percentage, mean
and standard deviation. Additionally, for the qualitative data collected, the analysis
involved examining the thematic content of the responses to gain insights and draw
conclusions. Client loyalty was found to have had a great result on the lodges’
organizational performance. Additionally, customer behaviour was an indicator of
customer satisfaction, and it greatly affected the organizational performance in the
lodges. The study found that the services level of quality was valued by the lodges
and thus the guests were largely content with the with the quality of services at the
lodges. Service quality was also found to affect organizational performance in the
lodges to a large extent. In addition, the lodges’ enhanced client loyalty as a result of
brand reputation led to increased customer loyalty and increased sales and their strong
brand recognition led to increased customer trust as well as increased sales and
revenue. According to the research’s findings the study recommended that the lodges
should emphasize the delivery of high-quality services throughout the customer
journey, from reservation to check-out. They should also train and empower staff
members to provide exceptional customer service, ensuring that guests' needs and
preferences are met promptly and efficiently | en_US |
