Influence of Exterior Services Cape on Customer Satisfaction in the Selected Hotels in Mwanza City, Tanzania

Abstract

In the hospitality and hotel industries, the services cape is considered a very significant influence on customer attraction, satisfaction, and retention. Customers evaluate service consumption experiences based on what they view in the physical environment where the service is offered. The study aimed to determine the influence of exterior services cape on customer satisfaction in the selected hotels in Mwanza City, Tanzania. The study used both quantitative and qualitative approaches. Since the target population was unknown, the sample size was determined using the Kothari formula. Quantitative data were analyzed using the logistic model and qualitative data was analyzed using content analysis. The study found there is a strong relationship between service care and customer satisfaction. The findings further indicate that the service environment is one of the key factors of consumers' loyalty to a particular hotel, hotels through which services are provided significantly impact the rate of consumer satisfaction with the service being offered. This study recommends further research in other areas to establish more evidence, which could explain factors for customer satisfaction in a local context to generate more empirical data.