ABSTRACT

 The study investigated on the determinants of customer satisfaction in the hospitality industry. The main objectives of the study were to; evaluate the service quality of hospitality industry, evaluate the determinants of customer satisfaction in the hospitality industry, evaluate the effect of customer satisfaction on repurchase intention and measure the relationship between customer satisfaction and firm performance. Data was collected and analyzed through a structured questionnaire. A total of 400 questionnaires were administered to the key and functional customers of hotels selected for the study which 306 were completely filled and returned which represents 7 6.5% of the administered questionnaire. The researcher adopted both primary and secondary data in getting the required information. Data was analyzed using descriptive and multiple regression model. The findings revealed that among factors that determine customer satisfaction, marital status, hotel environment, hotel facilities, cost and porn accessibility were all found to be significant at 5% level of significance (P<0.05). It is therefore recommended that more attention should be given to staff training to enhance staff performance. This study also will help the service provides in hospitality industry to measure the customer satisfaction.>