International Journal of Research and Scientific Innovation (IJRSI) | Volume IX, Issue VII, July 2022 | ISSN 2321–2705
Emmah Namwenya Wekesa, Abel Moguche, Dr Peter Muchai
School of Business and Economics, Kenya Methodist University
Abstract: The study investigated the influence of knowledge acquisition on customer satisfaction in four and five star hotels in Nairobi. In conducting the study the researcher was guided by the knowledge based view of the firm. The theory was greatly favored by the research because it considers firms as sources, assimilators, developers and exploiters of different types of knowledge. The study adopted a descriptive research design. Stratified random sampling was used to arrive at the sample size. The target population comprised of 28 four and five star hotels in Nairobi County. A sample size of three hundred and twenty four employees (324) and four hundred and fifteen boarding customers (415) was selected. The study employed a descriptive research design that examined how knowledge acquisition influences customer satisfaction in four and five-star hotel establishments in Nairobi County, Kenya. The findings indicated that there was a positive correlation (R=0.688, p-value of 0.000) between knowledge acquisition and customer satisfaction. The findings further indicated that knowledge acquisition had significant influence on customer satisfaction. The study recommended that hotels should come up with measures to identify and adopt knowledge acquisition practices in order to enhance customer satisfaction.
Keywords: Customer satisfaction, Hotels, Knowledge acquisition, knowledge management
I.INTRODUCTION
Knowledge acquisition is part of the knowledge management concept. Fernandez and Sabherwal (2010) abridge knowledge management as doing what needs to be done to in order to maximize the benefits of knowledge resources. The hospitality sector today is highly competitive and a significant factor for gaining competitive advantage over other players is properly managing knowledge to enhance customer satisfaction. Operators in the sector have to deliver outstanding service experience for guests in order to remain relevant amidst shifting population characteristics and demands by clients for superior products, new and thrilling experiences and custom-made products (Voegeli, 2019).
Kiseli, (2016) observes that knowledge management is requisite in Kenya because competition among organizations is based on knowledge since a majority of their activities are knowledge-based. The benefits that a company can acquire from knowledge management are contingent on the company’s ability to bring together and use knowledge, abilities and behaviors with the capacity to promote the learning of its members and improve organizational effectiveness and future performance (Rezgui et al., 2010).
Most of the empirical studies relating to knowledge management in Kenya emphasizes on performance. It has