EFFECT OF ORGANIZATIONAL CULTURE ON CUSTOMER SATISFACTION AMONG HOSPITALITY INDUSTRY OPERATED BY RELIGIOUS CONGREGATIONS IN KAREN, NAIROBI-KENYA

Abstract

The purpose of the study was to examine the effect of organizational culture on customer satisfaction in hospitality industry run by religious congregations. The study was anchored on the Competing Values Framework theory. It adopted a correlational design and used purposive sampling technique to select 248 participants. Data were collected using Competing Values Assessment Instrument with reliability coefficient of .671, .720, .682, and .691 for clan culture, adhocracy, hierarchy, and market culture respectively and Customer Satisfaction Questionnaire with a reliability coefficient of .815. Data were analyzed using One sample t-test and Chi-square analysis. The results indicated that organizational culture was strongly related to customer satisfaction. Again, customer satisfaction was highest in the congregation who has hospitality as their charism. In the same vein, clan and adhocracy culture which promote collaboration and innovation among staff enhances customer satisfaction. The outcome of this study is useful to hospitality Centre operated by religious congregations and other organizations to identify their dominant and preferred organizational culture types and how to use this to enhance their overall performance.