Unified services theory and perceived service quality in the hospitality sector Nairobi county

Abstract

This was a study on unified services theory as a framework for perceived service quality in the hospitality sector in Nairobi County. Collected data was analyzed using descriptive analysis. Correlation of the data revealed that unified services theory acts as a framework for perceived service quality in the hospitality sector in the sense that customer supplied inputs including labour, and quality control method adopted influence quality of service delivered in this sector. Further, regression analysis revealed that customer supplied inputs and labour, moderated by quality control method adopted had an insignificant influence on perceived service quality. This implies that any effect arising from these two concepts would be due to their interaction during the service process operations