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Influence of service quality on customer satisfaction and customer loyalty in 4 star hotels in Nairobi

MAINA, CYNTHIA KIRIGO
SU+ Digital Repository · Papers
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High level of competition and competitiveness in the hospitality industry like hotels, we see that hotels function has been one of the main reasons as to why service quality and customer satisfaction have become very important. In the hotel industry, customers who are satisfied tend to be loyal by r
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