TRADE PROJECT

TITLE : ROLE OF SERVICE DELIVERY ON

CUSTOMERS SATISFACTION IN RIFT

VALLEY HILLS RESORT

PRESENTED BY :KIPOROM NANCY CHEMTAI

INDEX NO : 5171040247

COURSE. : 1819

PAPER CODE. :1819/205

SUPERVISOR. : MR PETER OGALO

CENTER NAME. : BARINGO TECHNICAL COLLEGE

CENTER CODE. : 517104

EXAM SERIES. : NOVEMBER 2023

PRESENTED TO : KENYA NATIONAL EXAMINATIONAL

COUNCIL FOR PRACTICAL FULFILMENT

FOR THE AWARD OF CERTIFICATE IN

CATERING AND ACCOMMODATION

MANAGEMEN
DECLARATION
I Nancy Chemtai I declare that this project is my original work which has never been presented elsewhere for
the award of certificate in catering and accommodation.

Name: KIPOROM NANCY CHEMTAI

Sign. : ....................................................................................

Date. : .....................................................................................

Supervisor: MR PETER OGALO

Sign. : ..............................................................................

Date. :..............................................….................................

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DEDICATION
I dedicate this project to my able parents for their effort and full support towards completion of this project .
Without forgetting my modeler Mr Peter Ogalo ,I appreciate much for their well being patience, understanding
and industrious to all I need from them and therefore may the Almighty God reward and bless you abundantly.

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ACKNOWLEDGEMENT
I am very grateful to Almighty God for the far he has brought me he has been good to me and am so grateful
and thankful for that.

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ABSTRACT
The study aimed at the role of service delivery on customers satisfaction on Rift Valley Hills Resort.The specific
objectives were to identify the influence of effective communication on customers satisfaction,to find out the role of
timely service provision on customers satisfaction,to determine whether the quality of staff enhance customers
satisfaction and to find out how quality of food affects customers satisfaction.The target population was all customers in
the of Rift Valley Hills Resort.The researcher used stratified random techniques using such characteristics as ; age and
years of experience in the Hotel. A sample of over 100 respondeds data for analysis.The findings were analyzed
quantitatively and quantitative represented in the bar graphs and tables.On the quality of food the results were 40% rated
agree and 20% rated strongly agree and disagree this clearly shows that the quality of food affects customers
satisfaction.On the role of timely service provision 40% were rated strongly agree and agree and 20% were rated
neutral.On rating the influence of effective communication 40% strongly agree and agree and 20% were neutral.On
quality of staff 40% were rated strongly agree and agree followed by 20% which were neutral.This clearly shows that the
quality of staff enhance customers satisfaction.

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Table of Contents
DECLARATION....................................................................................................................................................................... i
DEDICATION......................................................................................................................................................................... ii
ACKNOWLEDGEMENT.........................................................................................................................................................iii
ABSTRACT........................................................................................................................................................................... iv
CHAPTER 1........................................................................................................................................................................... 1
INTRODUCTION................................................................................................................................................................... 1
1.1 BACKGROUND OF THE STUDY....................................................................................................................................1
1.2 STATEMENT OF THE PROBLEM..................................................................................................................................2
1.3 PURPOSE OF THE STUDY............................................................................................................................................2
1.4 SPECIFIC OBJECTIVE...................................................................................................................................................2
1.5 RESEARCH QUESTIONS..............................................................................................................................................3
1.6 SIGNIFICANCE OF THE STUDY....................................................................................................................................3
1.7 CONCEPTIONAL FRAME WORK..................................................................................................................................3
CHAPTER TWO..................................................................................................................................................................... 4
LETERATURE REVIEW...........................................................................................................................................................4
2.1 INTRODUCTION..........................................................................................................................................................4
2.2 INFLUENCE OF EFFECTIVE COMMUNICATION ON CUSTOMERS SATISFACTION........................................................4
2.3 THE ROLE OF TIMELY SERVICE PROVISION ON CUSTOMERS SATISFACTION..............................................................4
2.4 QUALITY OF STAFF AND CUSTOMERS SATISFACTION................................................................................................4
2.5 QUALITY OF FOOD AND CUSTOMERS SATISFACTION................................................................................................4
2.6 LITERATURE REVIEW GAPS........................................................................................................................................4
2.7 SUMMARY OF LITERATURE REVIEW..........................................................................................................................5
CHAPTER THREE................................................................................................................................................................... 6
RESEARCH METHODOLOGY.................................................................................................................................................6
3.1 RESEARCH DESIGN.....................................................................................................................................................6
3.2 TARGET POPULATION................................................................................................................................................6
3.3 SCOPE OF THE STUDY................................................................................................................................................6
3.4 SAMPLE TECHNIQUES................................................................................................................................................6
3.5 SAMPLE SIZE..............................................................................................................................................................6
3.6 RESEARCH INSTRUMENT............................................................................................................................................7
3.7 DATA COLLECTION.....................................................................................................................................................7
3.8 DATA ANALYSIS..........................................................................................................................................................7
3.9 ETHICAL CONSIDERATION..........................................................................................................................................7

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CHAPTER FOUR....................................................................................................................................................................8
FINDINGS AND DISCUSSIONS...............................................................................................................................................8
4.0 INTRODUCTION..........................................................................................................................................................8
CHAPTER FIVE....................................................................................................................................................................17
5.0 INTRODUCTION........................................................................................................................................................17
5.1 SUMMARY OF FINDINGS..........................................................................................................................................17
5.1.1 TO FIND OUT HOW QUALITY OF FOOD AFFECTS CUSTOMERS SATISFACTION..................................................17
5.1.2 TO FIND OUT THE ROLE OF TIMELY SERVICE PROVISION ON CUSTOMERS SATISFACTION...............................17
5.1.3 TO IDENTIFY INFLUENCE OF EFFECTIVE COMMUNICATION ON CUSTOMERS SATISFACTION..........................17
5.1.4 TO DETERMINE WHETHER THE QUALITY OF STAFF ENHANCE CUSTOMERS SATISFACTION.............................17
5.2 CONCLUSION...........................................................................................................................................................18
5.3 RECOMMENDATION................................................................................................................................................18

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CHAPTER 1
INTRODUCTION
In this chapter it will involves background of the study,problem statement,purpose of the study, specific
objectives, research questions, significance of the study,and lastly conceptional frame work.

1.1 BACKGROUND OF THE STUDY

In 2002,the city government of Addis Ababa reorganize both the city government executive bodies and
municipal offices in the city with proclamation number 2/2002 to foster development of the city.During that
time the land development sector was organised by itself at agency level with many sub- branches under it and
it was under the municipal offices.Even if the proclamation was there in 2002 ,the land development and
management bereau by itself as a separate body was established in 2011. By following the administrative
organisations the land development and management office was also established at subcity level.It is one of the
offices in the city that provides service to the public.Some of the services that are provided In the land
development and management offices includes; render service of registration and protection regarding
possession and immovable property,take corrective measures where the implementation of the land or house
administration is inconsistent with the policies and law (proclamation no 35/2012.21).

With these different services the land development and management office has many customers.The
implementation of good governance principles in the service delivery in this office and it's branches at the
subcity level are important because of the large number of customers it has.The main activity that
accomplished at the land development and management bereau at city level is that preparation of different
rules ,regulations and the working manuals that established and approved at the city level are implemented at
the city and sub city levels.Due to this fact ,the number of customers gets service at the subcity level of the
office The Addis Ababa city land development and management office has many problems in it's service
delivery to the customers.Many of the problems are the problems that are persisted for long period of time.As
it is stated by Ashenafi (2015;8) after the city land administration was delegated under the city government
land development and management bereau ( proclamation no 35/2011),Addis Ababa city administration has
been continue providing the land administration services with it's embedded problems.Among these
problems,there was a complication in the execution of enacted proclamation s due to the absence of clear
legislation as well as confusion about the applicability of the legislation ( cited from world Bank ,2012B ) In
addition to this the sector was highly criticized by its mal - governance due to many serious corrupted working
situation in the land administration business.( Transparency international,2009). Further more there was no
transparency work process on acquisition of land and the accountability system had weakened due to none or

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spontaneous answerability to the public Ibid ( 2015:08).The existence of these problem in the service delivery
of the development and management office decreases the level of customers satisfaction.In this regard the
federal government of Ethiopia and the city administration had taken measures to minimize the problems
through different civil service reforms .The citizen charter is developed In December 2013 by the city land
development and management bereau to strengthen the service delivery.Ashenafi( 2015:8)also indicated that
the federal government of Ethiopia and the city administration of Addis Ababa attempt to minimize and avoid
the problems of good governance through different civil services reforms.By citing fortune newspaper,(2010)
he also indicated that after the reform programs many land administrative services somehow have been
improved additionally,the citizen charter that comprises standards of service delivery had developed on
December,2013 by the city land development bearue to strengthen the service delivery.Ibid ( 2015:8)But even
if some improvements are shown in the sector after the implementation of the civil service reforms and the
citizen charter: still there are different problems that are shown in the sector .Nigussie( 2016:4)also indicated
that customers refer to various problems in land development and management office: some of the problems
are ; lack of office schedule,lack of decision making,inconsistencies on interpreting land related legislations,
unpleasant and unwillingness service delivery forum officials.

1.2 STATEMENT OF THE PROBLEM

In this research the first problem we encounter is poor communication with customers that is not understanding
what your customers want to achieve with your product.Also bad product experience that prevents customers
from coming back.

1.3 PURPOSE OF THE STUDY

The research study on the role of role of service delivery on customers in Rift Valley Hills Resort will identify
some of the problems that needed to be acted upon and research to come to the root of the problem being
encountered by the customers which is poor communication.

1.4 SPECIFIC OBJECTIVE

The main objective is to identify influence of effective communication on customers satisfaction

Others include;

* To find out the role of timely service provision on customers satisfaction

*To determine whether the quality of staff enhance customers satisfaction

* To find out how quality of food affects customers satisfaction

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1.5 RESEARCH QUESTIONS
The following are the research questions which guided this study

√ Does effective communication influence customers satisfaction?

√ Does the role of time service provision affects customers satisfaction?

√ Does quality of staff enhance customers satisfaction?

√ Does quality of food affects customers satisfaction?

1.6 SIGNIFICANCE OF THE STUDY

The research is about role of service delivery on customers satisfaction.This study tries to see the different
challenges that affects customers satisfaction in relation with service delivery.In Rift valley Hills Resort.This
paper also helps researcher as the partial fulfilment to get the certificate in catering and accommodation from
Baringo technical college.Also it helps to advice policy makers in hospitality industry and to improve
customers satisfaction and service delivery.

1.7 CONCEPTIONAL FRAME WORK

The conceptional frame work indicates key indicators to be measured for both independent and dependent variables.Each
of the independent variable presented in the framework below had direct casual effect on the dependent variable.

Effective communication

Quality of Staff
Customer
Service Delivery
satisfaction
Quality of food

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CHAPTER TWO
LETERATURE REVIEW
2.1 INTRODUCTION
This chapter provides an overview of previous research of knowledge sharing.It introduces frame work for the
case study that comprises the main focus of the research.And in the chapter the literature review will be
discussed and it's purpose is to survey previous study on the customers satisfaction,review of the related study
and finally the summary of the whole chapter.

2.2 INFLUENCE OF EFFECTIVE COMMUNICATION ON CUSTOMERS SATISFACTION

Effective communication is listening to your customers needs, understanding them,setting and establishing
expectations and most importantly keeping them informed .In this research we see that by implementing these
communication tactics, customers satisfaction numbers are virtually guaranteed to increase thus when
successfully enacted effective communication creates trust,provides effective solutions and encourages
continued engagement.

2.3 THE ROLE OF TIMELY SERVICE PROVISION ON CUSTOMERS SATISFACTION

It's no secret that timeliness in customer service is essential to keeping customers satisfied.No matter how great
a product or service the company offers making customers lose time through a lack of information or lag in
customer service responsiveness can be detrimental to long term loyalty.Furthermore timeliness can be the
factor that makes or breaks a sale when a customer is in need of assistance.

2.4 QUALITY OF STAFF AND CUSTOMERS SATISFACTION

Satisfied staff help produce satisfied customers satisfied staff are likely to assist customers with a more
pleasant demeanor and a higher level of customers service.This creates a more satisfying customers experience
increase customers loyalty and ultimately drives increased profitability conversely low staff satisfaction and
overall low employee morale can negatively effect company operations greatly causing disatisfied customers
and hurt profitability.

2.5 QUALITY OF FOOD AND CUSTOMERS SATISFACTION

This research is to analyze the influence of food quality on the customer satisfaction of Rift Valley Hills
Resort.

2.6 LITERATURE REVIEW GAPS

This study has been carried out in many countries but not in Kenya and it has been a very big problem on the
role of service delivery on customers satisfaction in hotel.Due to that reason the researchers should do research
in Kenya and most hotels to help on the role of service delivery on customers satisfaction.

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2.7 SUMMARY OF LITERATURE REVIEW
This chapter covers the four objectives such as to find out how quality of food affects customers
satisfaction,To find out the role of timely service provision on customers satisfaction,To identify influence of
effective communication on customers satisfaction and To determine whether quality of staff enhance
customers satisfaction.The literature review also exposed on the trends and challenges facing the role of
service delivery on customers satisfaction.

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CHAPTER THREE
RESEARCH METHODOLOGY
INTRODUCTION

This chapter present the procedure and methods the researcher used to carry out the study.This section focus on
research design ,study area, target population, research approach,sample size,sample technique,data
collection,data collection instrument and data analysis method.

3.1 RESEARCH DESIGN

The research was approached by use of questionnaire,it is used as to enable the researcher to provide depth and
general understanding on the role of service delivery on customers satisfaction.The benefit of using
questionnaire study design is that it allows the researcher to compare many different variables in existence of
about 300 population and simple understood language to targeted respondents.By use of questionnaire the
researcher was able to collect data from staff manager and customers.

3.2 TARGET POPULATION

The research will be done in Rift Valley Hills Resort under department of hospitality in food and beverage
production area.Respondents shall be customers of Rift Valley Hills Resort.The population of customers are
around 300 per day.

3.3 SCOPE OF THE STUDY

The study of this research was carried out in Rift valley Hills Resort and I decided to choose this particular
establishment because the study has not yet been done in this area it has been a long time.

3.4 SAMPLE TECHNIQUES

This research was given the purpose approach since it was studied the role of service delivery to enhance
customers satisfaction,To find out how quality of food affects customers satisfaction,To find out the role of
timely service provision on customers satisfaction,To identify influence of effective communication on
customers satisfaction,and to determine whether quality of staff enhance customers satisfaction.

3.5 SAMPLE SIZE

Generally the rift valley hills resort has a range of 400 customers but those who pursuing the range between
200 customers.

20/100×300 = 60

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3.6 RESEARCH INSTRUMENT
The data of the research was done in both quantitative and qualitative it was actually collected using close
ended questionnaire.

3.7 DATA COLLECTION

The Rift Valley Hills Resort, customers,their questionnaire were group distributed personally by the research
so as to administer their questionnaire.

3.8 DATA ANALYSIS

The data will be coded ,edited and presented using tables,charts,bargraphs,pie - charts and percentage.

3.9 ETHICAL CONSIDERATION

An introductory letter would be issued and the department to allow for data collection.In the questionnaire,the
introductory part will have a letter to inform the respondent that the information will be used for a purpose of
academic and will remain confidential.

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CHAPTER FOUR
FINDINGS AND DISCUSSIONS
4.0 INTRODUCTION

This chapter consists of findings and discussions on the role service delivery on customers satisfaction In Rift
Valley Hills Resort

Statistics

gender age education working does does the role does the influence does quality of
backgroun experience quality of timely ofv effective staff enhance
d of food service affects communicationaffect customers
affects customers satis s customers satisfaction
custome satisfaction
s
satisfacti
on

V
a
l 30 30 30 30 30 30 30 30
i
d

M
N
i
s
s 1 1 1 1 1 1 1 1
i
n
g

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From the figure above it shows total number of customers where female were having highest percentage of
80% and males were 20%

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From the figure it shows the percentage of customers based on age,where every customer was ranging between
the ages of 35-45 years

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From the figure it shows the percentage of customers based on educational background,where customers with
higher percentage were ranged 40% followed by 20%.

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The figure shows the percentage of respondeds based on working experience where the responded who had the
experience of 3-5 and 6-9 years has the highest percentage of 40% followed by the respondends who had the
experience of 3-5 years with percentage of 20%.

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The figure above shows the percentage respondents based on quality of food and customers satisfaction in Rift
Valley Hills Resort where those who rated agree had the highest percentage of 40% followed by the other rates
of strongly agree,disagree and strongly disagree giving the total percentage of 20%.This clearly shows that
quality of food affects customers satisfaction in Rift Valley Hills Resort.

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The figure above shows the percentage respondents based on the role of timely service provision on customers
satisfaction in Rift Valley Hills Resort where the respondends with strongly agree has the percentage of
40% ,the respondents of agree has a percentage of 40% and the respondents of neutral has a percentage of
20%.

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The figure above shows the percentage respondents based on influence of effective communication in Rift
Valley Hills Resort where the respondends with strongly agree has the percentage of 40%,followed by the
respondends with agree has the percentage of 40% and the respondents of neutral has a percentage of 20%.

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The figure above shows the percentage of respondeds based on the quality of staff and customers satisfaction
in Rift Valley Hills Resort where the respondends with strongly agree has the percentage of 40% followed by
the respondents with agree has the percentage of 40%,and the respondents of netral has a percentage of 20%

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CHAPTER FIVE

Summary of Findings, Conclusion and Recommendations

5.0 INTRODUCTION
This chapter discusses and make conclusions on the findings of this study in relation to the objectives put forward in
chapter one.It also discusses the recommendations for further research as well as recommendations for policy and
practice.

5.1 SUMMARY OF FINDINGS

5.1.1 TO FIND OUT HOW QUALITY OF FOOD AFFECTS CUSTOMERS SATISFACTION

The researcher identified that the respondents rated quality of food affects customers satisfaction who rated agree and the
highest percentage of 40% and 20% rated strongly agree followed by 20% who disagree.From the analysis it can be
noted that quality of food should be enhance for customers to get satisfied.

5.1.2 TO FIND OUT THE ROLE OF TIMELY SERVICE PROVISION ON CUSTOMERS SATISFACTION

The researcher identified that the respondents rated strongly agree had the percentage of 40%,agree 40% and neutral 20%
,this clearly shows that timely service affects customers satisfaction.

5.1.3 TO IDENTIFY INFLUENCE OF EFFECTIVE COMMUNICATION ON CUSTOMERS SATISFACTION

The researcher identified that the respondents who rated strongly agree had the highest percentage of 40%,agree 40% and
netral 20% this clearly shows that there is need concerning effective communication on customers satisfaction.

5.1.4 TO DETERMINE WHETHER THE QUALITY OF STAFF ENHANCE CUSTOMERS SATISFACTION

The researcher identified that the respondents who rated strongly agree had the highest percentage of 40% ,agree 40 %
followed by neutral which had the percentage of 20% this clearly shows that quality of staff enhance customers
satisfaction.

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5.2 CONCLUSION
The study tried to get clear note on role of service delivery on customers satisfaction in Rift Valley Hills Resort and the
findings pictured that quality of food, role of timely service, influence of effective communication will be enhance for
customers satisfaction.

5.3 RECOMMENDATION

On the basis of the findings and conclusion above these selection presents the recommendation of the study since the
quality of food is the key point,,where the food should be of high quality and well prepared to avoid low customers
satisfaction.

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