TRADE PROJECT

IMPACT OF INTERIOR DECORATION ON CUSTOMERS SATISFACTION

IN 4 STAR HOTEL IN MOMBASA COUNTY.

CANDIDATE NAME: WASGANY SINDY BLAISE

INDEX NUMBER : 1061202293
CENTER NAME : KENYA COAST NATIONAL POLYTECHNIC

COURSE NAME : DIPLOMA IN FOOD AND BEVERAGE

MANAGEMENT

COURSE CODE : 2802/305

CENTER CODE : 106120

SUPERVISOR NAME: MADAM NELLIE AWOUR

PRESENTED TO : KENYA NATIONAL EXAMINATIONS COUNCIL

EXAM SERIES : NOVEMBER 2021

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 DECLARATION.
Candidate’s Declaration

This project is my original work and has not been submitted/ presented to any other examination

body.

Signature…………………………… Date…………………………

Index Number:

Declaration by the Supervisor

This research project has been presented with my approval as The Kenya Coast National
Polytechnic (KCNP) Supervisor.

Signature……………………. Date……..……………

MADAM. AWUOR NELLY

For on behalf of The Kenya Coast National Polytechnic

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 DEDICATION
This research project proposal is dedicated to my beloved mother Sylvia Awour for her inspiration,
prayer and love. Secondly, to my brother Ian Shawn Paul for his moral support and encouragement.
Most importantly, to the almighty God, the author and finisher of my faith.

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 ACKNOWLEDGEMENT
I would like to express my sincere gratitude and appreciation to the entire department of hospitality
and few colleagues who have contributed their time towards the completion of my research project
proposal.

Secondly, I would like to thank the entire team of planning interior limited for their support and
encouragement.

Thirdly, I would like to thank my supervisor madam Nellie Awour for her cooperation, sacrifice,
assistance and valuable contribution that she made in the successful completion of my proposal.

Finally, I would like to thank the parelists for their input, diligence and support.

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TABLE OF CONTENTS
DECLARATION. ............................................................................................................................................. i
DEDICATION ................................................................................................................................................ ii
ACKNOWLEDGEMENT.................................................................................................................................iii
ABSTRACT ...................................................................................................................................................vi
DEFINITION OF TERMS ............................................................................................................................... vii
CHAPTER ONE ............................................................................................................................................. 1
INTRODUCTION........................................................................................................................................... 1
1.1BACKGROUND TO THE STUDY ................................................................................................................ 1
1.2 BACKGROUND INFORMATION .............................................................................................................. 1
1.3 STATEMENT OF PROBLEM .................................................................................................................... 2
1.4 OBJECTIVE OF STUDY ............................................................................................................................ 2
1.5 HYPOTHESIS OF STUDY ......................................................................................................................... 2
1.6 RESEARCH QUESTIONS .......................................................................................................................... 3
1.7 SCOPE OF STUDY ................................................................................................................................... 3
1.8 SIGNIFICANCE OF STUDY ....................................................................................................................... 3
1.9 JUSTIFICATION OF STUDY...................................................................................................................... 3
1.9.1Limitations of study ............................................................................................................................ 4
CHAPTER TWO ............................................................................................................................................ 6
LITERATURE REVIEW ................................................................................................................................... 6
2.1 INTRODUCTION ..................................................................................................................................... 6
2.2 OBJECTIVES LITERATURE REVIEW ......................................................................................................... 6
2.2.1 Effects of restaurant set-up on customer satisfaction ....................................................................... 6
2.2.2 Effects of theme on customer satisfaction......................................................................................... 7
2.2.3 Effects of color on customer satisfaction. .......................................................................................... 7
2.2.4 Effect of scent on customer satisfaction. ........................................................................................... 8
2.3 SUMMARY............................................................................................................................................. 8
2.4. EMPIRICAL FRAMEWORK ..................................................................................................................... 8
2.5 CONCEPTUAL FRAMEWORK ................................................................................................................ 10
CHAPTER THREE ........................................................................................................................................ 11
RESEARCH METHODOLOGY ...................................................................................................................... 11
3.1 INTRODUCTION ................................................................................................................................... 11
3.2 RESEARCH DESIGN. ............................................................................................................................. 11

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3.3 DATA COLLECTION METHODS ............................................................................................................. 12
3.3.1 Questionnaire .................................................................................................................................. 12
3.3.2 Observation. .................................................................................................................................... 12
3.4 SUMMARY........................................................................................................................................... 12
CHAPTER FOUR ......................................................................................................................................... 13
DATA ANALYSIS, INTEPRETATION AND PRESENTATION ............................................................................ 13
4.0 INTRODUCTION ................................................................................................................................... 13
4.1 DATA INFORMATION FROM ANSWERED QUESTIONNAIRE................................................................. 13
4.2 DATA ANALYSIS ................................................................................................................................... 13
4.2.1 To assess the restaurant set up on customer satisfaction ............................................................... 13
4.2.2 According to Bamburi beach hotel, Mombasa. ................................................................................ 13
4.2.3 According to Sarova white sands hotel, Mombasa. ......................................................................... 15
4.2.4 Effects of color on customer satisfaction ......................................................................................... 16
4.2.5 According to Bamburi Beach Hotel, Mombasa. ............................................................................... 16
4.2.6 According to Sarova White sands Hotel, Mombasa. ........................................................................ 17
4.2.7According to Serena Beach Hotel, Mombasa. ................................................................................... 19
4.2.7 Effects of scent on customer satisfaction. ....................................................................................... 20
4.2.8According to Bamburi Beach Hotel, Mombasa. ................................................................................ 20
4.2.9According to Sarova White sands Hotel, Mombasa. ......................................................................... 21
4.2.9According to Serena Beach Hotel, Mombasa. ................................................................................... 22
4.3 DISCUSSION ON FINDINGS. ................................................................................................................. 23
CHAPTER FIVE ........................................................................................................................................... 24
SUMMARY OF FINDINGS, DISCUSSIONS, CONCLUSIONS AND RECOMMENDATIONS ............................... 24
5.1INTRODUCTION.................................................................................................................................... 24
5.1SUMMARY ........................................................................................................................................... 24
5.2 CONCLUSIONS ..................................................................................................................................... 24
5.3 RECOMMENDATIONS.......................................................................................................................... 25
Recommendation ..................................................................................................................................... 25
Recommendation for further study .......................................................................................................... 25
REFERENCES.............................................................................................................................................. 26
APPENDIX III: WORKPLAN ......................................................................................................................... 56
APPENDIX IV: BUDGET. ............................................................................................................................. 57

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 ABSTRACT
This study mainly focused on investigating the impact of interior abs exterior designs on demand
for hotels in coast.
According to previous literature, there is a close correlation between the design of a hotel and the
tourist's arrival.
Although the developed countries are deeply considerate about this psychological concept, it is
important to improve the tourism industry with the interior decoration as it may support the guest's
mental satisfaction, customer loyalty and perception.
The main objective of this study was to investigate the impact of interior designs on demand for
hotels. The site of the study was 4 star Hotel Mombasa. The data was collected through
questionnaires and observation. The analysis was conducted through Component Analysis by
creating interior indexes. The results revealed that the interior designs do impact the arrivals and
also that there is a positive relationships between the design and the customer perception.
Furthermore, this study concluded that the hotel lobby designed, wall colors, room decorations,
star rating and room type were extremely important in increasing the demands for hotels. The
policy implications can be established with better management in the hospitality business and by
promoting eco-tourism in Mombasa.
Keywords: interior designs, customer satisfaction.

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DEFINITION OF TERMS
Glossary

CUSTOMER SATISFACTION: Customer satisfaction is defined as a measurement that

determines how happy customers are with the company's products, services and capabilities.
Customer satisfaction information, including surveys and ratings, can you help a company
determine how to best improve or changes its products and services.

HOSPITALITY INDUSTRY: This is the industry that provides food, beverage, accommodation
and entertainment to meet the need of the domestic and international Leisure and tourism market.
Hospitality industry also provides services in offices factories and clubs. Hospitality industry can
also be defined as an industry that deals with the provision of food, drinks and accommodation of
permanent or stopover guests.

HOTEL :According to the hotel proprietors Act 1956 'An hotel is an establishment offering food
and drink and sleeping accommodation ,if required by anybody traveling who appear able and
willing to pay for service and facilities provided. By common law a hotel can offer food beverage
and accommodation to its guests but it must also assume a liability for the provision of a high
standard of cleanliness and sanitation. Also a hotel is a residential apartment providing foods and
drinks.

INTERIOR DESIGN: According to Oxford mini reference dictionary, define interior design as
the art or job of choosing the paint, carpets, furniture e.t.c to decorate the inside of a house. In
hospital industry, interior design does not necessary mean the inside of a hotel but extent of the
immediate surroundings of the hotel. Interior design gives someone practical information about
planning, Building and decorating inside of a hotel together with the staff that provides services
there.

DESIGN: This is a general form or arrangement line or shapes forming a decoration. According
to Oxford dictionary it defines design as the art or process of deciding how something will look,
work etc. how something may be made arrangement of lines and shapes as a decoration. Also a
drawing that shows how a thing is to be made.

Role: this is defined as the function importance of something. The degree to which something is
involved in a situation or an activity and the effect that they have on it.

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 CHAPTER ONE

INTRODUCTION

1.1BACKGROUND TO THE STUDY

Interior design on customer satisfaction is the sign of decoration used in restaurants rooms. It is the
framework through which the prospective guests view the hospitality industry which include: residential,
establishment restaurant, fast foods, outlets and hotels. Through the process of designing the objects will
be more gorgeous, eye-catching and attractive .Designing may be done in households, hotels, companies,
banks and so on. Among them, hotels designing places in difficult role in today's Society as it directly
influences the increase of profit and success of hotel industry.

The origin of hotel designing was a result of socio-cultural changes, Economic and political situations,
technological advancements and environmental factors. Those elements create the macro-economic
environment of the hospitality business and it strongly influences the customers demand, desires and
wishes (Bowie and Bunk 2004). Moreover, hotel designing is not only about creation, architecture that
meets in development but also about services advertising, product development, consumer performance
and branding strategies. In a border sense, hotel designing can be branched as interior and exterior hotel
designing.

1.2 BACKGROUND INFORMATION

Restaurants design is one of those tricky, all-encompassing endeavors that you need to consider each and
everything for. Whether it is the structure, orientation of the building, services, layout, interior design each
and every aspect of the design is interlinked. Without even one of these aspects, the entire system will fall
down like a House of Cards. However, even when all of these are combined, you can still face a few
problems. This may come in the form of a cramped layout, bad furniture arrangement or even a tightly-
packed kitchen design. It may also come in the form of complications while you are trying to explore the
any of our future expansion; this means less space for more equipment placement in an inadequately
designed kitchen space, there are hundreds of tiny little things that can go wrong in the process of a new
restaurant design. Any number of things can go wrong depending on the genre, the Style or even the
cuisine you're thinking of delivering. But, there are few common, unavoidable problems that everyone
needs to educate themselves in -especially if you're thinking about investing in a new restaurant business
and/ or establishment. You might think you know it all but even the best of us can fall short when it comes

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to delivering a completely satisfying customer experience that leaves the guests wanting more. From
proper marketing, branding, graphics to each and every aspect of the Architecture and interior design,
everything needs to be considered holistically.

1.3 STATEMENT OF PROBLEM

Interior design is an activity that every hotel should undertake so as to eliminate the danger of custom
rejection of rooms .Most hotels do not have a policy for new interior decor as a result of this they find it
difficult to have the customer patronization and face the competition in the market. Poor management
decisions and management of interior design can jeopardize an organization change of goal.

1.4 OBJECTIVE OF STUDY

The research is to examine the effect and prospect of interior design on customer satisfaction and how
interior has fared in the work of his problems and when they didn't design will be able to harness this
challenge and opportunities and ensure growth and development.

To accomplish these aims the study shall focus on the following objectives full:

a) To access the restaurant setup on customer satisfaction at bamburi hotel

b) To analyses the effect of team on customer satisfaction at bamburi hotel

c) To evaluate the effect of colour on customer satisfaction at bamburi hotel

d) To explore the effect of Central customer satisfaction at bamburi hotel.

1.5 HYPOTHESIS OF STUDY

H1 Different things makes customers come to various restaurants near for customers may not turn out as
expected

H2 some people value particular colours and their colours may not attract any customer has income

H3 Scent is key factor to decor but a restaurant which has no particular sent or aromatized will not attract
any customers

H4 Oceans, animals, mountains and sea are natural scenery that attract most customers and absence of
search results to poor functioning of restaurant.

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1.6 RESEARCH QUESTIONS
i) How does cosmopolitan consumer receive interior design in a hotel context?

ii) What hotel interior design elements are in the most influential, especially in creating value for
customers and conveying meaning to them?

iii) What is the role of hotel interior design, and what impact does it have?

1.7 SCOPE OF STUDY

With an evolving lifestyle and fast-paced urbanization, the scope of interior design has grown
significantly, making it one of the most sought in hotel industry today. The market trend shows a
remarkable growth in the demand of interior designers. Hotels rely on professional to design space is to
achieve a comfortable and cool environment for customers .Hotel owners are attracted to have theme-
based Interiors and styles to make their species stand out ,leading to the potentially increasing profits.

1.8 SIGNIFICANCE OF STUDY

The study would contribute in no small measure to the development of interior designs in hospitality
industry that Interiors designs in the establishment cannot be over emphasized. Therefore interior needs
not be thoroughly and adequately appraised. The researcher would be useful in other prospective
researchers in interior decoration on customer satisfaction. Also the study will help in polishing people's
orientation about decorations and design.

1.9 JUSTIFICATION OF STUDY

The main objective of the study is to understand how the hotels perceive the surrounding environment and
what impacts hotel interior designer has on them. This research is exploratory in nature and interpretive
is most appropriate paradigm to apply. The paradigm who was chosen firstly because it's known to produce
in-depth information that helps to provide understanding of people's feelings and behaviors and what
things mean to them. Further to them the interpretivist paradigm concentrates on understanding the
meaning of phenomenon rather than the measurement which is consistent with the aim of this study.
Secondly, as has been discussed in the literature review chapter, previous research showed a lack of deep
understanding in this area of research, hence, there was a need to gather rich qualitative data that would
aid better understanding of the concept, especially because of the perceptions and role of hotel design for
customers’ point of view have been overlooked. To better understand the perception of customers, it was
essential to have direct interaction with them in order to achieve deeper understanding of this phenomenon

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from there perspective (Baker, Wrist, &Stern, 1992; Holding, 1999) .In such situation, the researcher is
integral part of the world being studied and the distance between the researcher and the research is
minimized. This made the interpretivist approach suitable for this research and qualitative data was
collected.

1.9.1Limitations of study
1 .Limited only to Mombasa County

2. Limited to FB manager only

A few factors may have affected the results of this study. The first limitation is the type of research.
Simulation research involves controlled replications of real-world environments ,or hypothesized real-
world environment for the purposes of studying dynamic interactions within the settings (Groat &Wang
,2002).This type of research can be used to generate and or test theories about the built environment and
how it affects the lives of users on the space .In this case the replications of hypothesized real-world
environments were the images created by the researcher to represent hotel lobby spaces. The theory being
tested was whethern the Chosen interior design elements had an effect on the preferences for Hotel lobby
spaces.

The limitation associated with this type of relationship is that while simulation research is experimental
and manipulates variables and then acknowledges cause-and-effect relationships, these types of
relationships are generally not clear in a real-world situations where other variables and interactions are
difficult to accurately isolate (Groat& Wang, 2002) .In other words, while the research has proven definite
relationship between the various design elements and preference for lobby spaces, the limitations with
simulation research imply that it is impossible to determine the Casualty of the relationship. The second
limitation is that the other variables are impossible to control and eliminate in the built environment. All
of the Spaces used for this study were created with minimal extraneous variables outside of the four being
examined. However, in order to create three distinct spaces for surveying, certain differences had to be
included. The spaces are of somewhat different styles. For instance, Set A may be seen as more traditional
While Set B it may be seen as more modern.

This style was affected by the shape of furniture and other elements. For instance, to test the effects of
different materials, Set A had variations of wood strip floors and tile floors both traditional options. Set B

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on the other hand, used both square wooden panels and squares slate panels on the walls. These are less
conventional uses and placements of materials.

This type of difference in the hypothesized spaces may have affected user’s preferences. In addition,
when the participants were asked to state the difference they saw among images and what they liked or
disliked about the images, the most frequent response outside of the 4 controlled design elements was
colour .The colour within each set of images was constant, but the colours changed from set to set. While
the effect of colour was not one studied in this research, it seems evident that colour is likely to affect
preference in many situations.

The third limitation is the specific space as being surveyed. Three distinct species were included in this
research survey represented Set A, Set B and Set C. While this number of spaces crates a certain level of
external validity, testing user preference of a larger number of hotel lobby spaces would reinforce the
external validity and ability to generalize the findings of the research.

Finally, the fourth limitation is the number of participants in the study. With the 30 participants who rated
the images, the Study has found significant results. However, by sampling a larger number of participants,
from a variety of locations, the result may be more meaningful and have more generalizability.

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 CHAPTER TWO

LITERATURE REVIEW

2.1 INTRODUCTION
Literature review in this study was organized in line with the objective under the following subtopics.

I. Restaurant set-up on customers’ satisfaction

II. Effects of theme on customer satisfaction
III. Effects of color on customer satisfaction
IV. Effects of scent on customer satisfaction

Theoretical under pinning and summary of reviewed literature. It refers to the service scape as the “built
environment” or more specifically, the “man-made, physical surroundings as opposed to the natural or
social environment.” It consists of dimensions that includes: Ambient conditions that is temperature, air
quality, noise, color, lighting, music, scent and others; spatial layout and functionality that is layout,
equipment, furnishings, signs, symbols, and artifacts.

Hospitality service has unique characteristics therefore restaurant owners and stake holders should focus
on the physical environment and not just rely on provision of quality food service.

2.2 OBJECTIVES LITERATURE REVIEW

2.2.1 Effects of restaurant set-up on customer satisfaction

This is basically the architecture and design set for restaurant success according to Baker et all (1988).
Restaurant aesthetics refers to an attractiveness of the physical environment. As customers approach or
drive via an upscale restaurant with an attractive view that are likely to imagine the dining areas; customers
often spend hours observing consciously and subconsciously the interior of the dining area. These
evaluations are likely to affect their minds & attitudes towards the restaurant. (Bakers et all) In addition
to the appeal of the dining areas, architectural design, customers may be influenced by color schemes of
the dining areas walls and floor coverings. Other aspects of interior design, such as pictures and paintings,
plants and flowers, ceiling decorations may also serve to enhance the perceived quality of the physical
environment (Namkung and Jang, 2007). Restaurant in Mombasa, Kenya need to be renovated so as to
look appealing to the customers both from the inside and outside.

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2.2.2 Effects of theme on customer satisfaction.
Most customers identify restaurant with the atmosphere of ethnicity. This kind of restaurant has an
essential element for native customers, and as a way to display their culture (Josiam et all, 2007). In all
additions Andrew’s (2008) explained that entire atmosphere in the restaurant is related to the original
kitchen. For example, the Indian antiques, Indian music, crockers, cutlery and glassware to give a total
Indian atmosphere, customer goes to ethnic restaurants not only for food and service but also to try
different experience. Ethic restaurant atmosphere has a positive impact on customers’ choice of the
restaurant. Liu (2008) &Janget et (2011) has the same opinion and stated that to create an “authentic” or
“exotic” dining experience for customers, the ethnic restaurants usually use the ethnic atmosphere which
includes ethic art, décor, music, name, external signboard etc. Theme restaurants aim to create a feeling
looks like their native cuisine by the atmosphere. Lakos (2013) reported that ethnic restaurant atmosphere
provides a wide experience of familiarity, authenticity, novelty and adventure at the same time. In
addition, ethnic atmosphere creates a characterized setting which imitates some exotic but acceptable
culture.

2.2.3 Effects of color on customer satisfaction.

There are many colors but the choice will either affect positively or negatively i.e. Grey shows tiredness,
Yellow is a bright color that stimulates appetite, blue relaxes the dinners and calms them, brown reminds
one of burnt food.

People see and interact with color within both natural and built environments and that about 60% of the
information that people assimilate through the sense is visual. A restaurant is a place where customers
satisfies hunger as well as experience, excitement, pleasures and a sense of personal wellbeing. There are
many facility aesthetics that, exist within a restaurant but color could be considered as one of the most
important attribute because of its impact in forming the first impressions to customers. According to
Knutson et all (1990) “it is usually easier to meet or exceed customers’ expectations when the first
impressions have been positive” colors have certain behavioral connotations and influence states of mind
as well as the perception of some physical qualities of the immediate environment. If used resourcefully
in design of these environments, they can influence the user’s emotional states, making them happy from
baker et all (1992; 2006). “Color just gives people objective information, it actually influences how people
feel.” The presence of color is even more important in interior environments in generating positive feelings
such as warmth, comfort and calmness, color is a strong visual component in a physical setting,

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particularly in an interior setting. Ballstine et (2010) also points out that colors are one of the obvious
visual cues in the physical surroundings and has shown that different colors stimulate different message
or image to customers. Customers’ reactions to the physical environment are related to their emotional
states particularly in the hedonic consumption situation.

2.2.4 Effect of scent on customer satisfaction.

The scent of food has effect on a customer’s purchase desire. The pleasant smell increasing a restaurants
sale by as much as over 100%. Andrew (2008) states that appetizing aroma of food in the restaurant to
trigger hunger and want of customers. The chef builds this into the total food preparation and presentation
to the restaurant. For example; the coffee shops that crushes coffee beans to give that fresh coffee aroma
to passers to attract them by the strong smell. Aroma of food is said to be the primary reason for visiting
the restaurant. As a restaurant always purpose to have aroma. Perfect aromas include chamomiles lavender
and vanilla. They tend to the sweet reduces stress and more especially it relaxes the mind. A relaxed mind
equals to a satisfied customer.

2.3 SUMMARY
This chapter reviewed literature presented in various journal articles, books, reports and websites. It
describes the research objectives in detail and expounds on the topics of interior facility, color, theme, and
scent and their relationship and effect on customer satisfaction. Despite the fact that there exists a lot of
literature or services cape, there has been very little research worldwide has focused on the hotel and
restaurant industry and very little has been done on libraries.

This is the knowledge gap this study aims to narrow. The next chapter will describe the research
methodology and data collection process that was used to conduct the research.

2.4. EMPIRICAL FRAMEWORK

Amit Sharma article “Impact of Interior Decoration on Customers Satisfaction In 5 Star Hotel in
Mumbai.
”found out the following (internal) factors as affecting profitability and performance of small hotels in :

low volume and low prices of rentable rooms; high cost of goods sold, and high cost to sales percentages

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of controllable expenses; limited investment in technology and equipment; lack of product and service

variety and quality; lack of formal training and education opportunities for employees.

The research results of a study by Ottenbacher et al. (2006) revealed that out of 23 factors that had been

identified as potentially determining success in new services development, seven factors were found to

play a distinctive role: market attractiveness, strategic human resource management, market

responsiveness, employees training, empowerment, employee commitment and marketing synergy.

Denton & White (2000) reported on the experiences of Hilton and Marriott franchisee White Lodging

Services in implementing BSC. In both cases, BSC was found to be a generally useful tool, in that it brings

together previously disparate measures of performance (that abound in this sector) in a coherent model.

Thereby it “helps to unify all parties’ stakeholders”. In the Hilton study the authors pointed to the

implementation of BSC as having been successful in reinforcing a coherent business culture, which is

seen as vital in a business with so many separate operating units and with volatility in its personnel. Other

benefits include encouraging managers to focus on both short-term and long-term measures, rewarding

teamwork and allowing best practices and strategic information to be shared.

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2.5 CONCEPTUAL FRAMEWORK

Infrastructural elements Performance measures

Facilities
 Land and buildings
 Financial measures
 Interior assets  customer,
 internal business
process
Services  learning-growth
 Provision of  Taxes
electricity
 Provision of water

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 CHAPTER THREE

RESEARCH METHODOLOGY

3.1 INTRODUCTION
This chapter covers the process that was used to conduct the research for the study. Primary data was
collected by use of a questionnaire which was guided by the specific objectives of the study. The
significance of the collection of primary data was to be able to narrow the knowledge gap to determine
whether facility interior, color, theme and scent affect customer satisfaction .The chapter will highlight
research design used, and data collection methods.

3.2 RESEARCH DESIGN.

A research design is referred to a framework or plan that is used to conduct a given research. According
to Farooq (2013) a research design is “a pre-planned sketch for the explanation of a problem.
“Furthermore, it is also defined as “a plan, structure, and strategy of investigations to obtain answers to
research questions.” There are various types of research designs namely descriptive, casual and
exploratory.

The research design used in this study was conclusive research that has its major objective to descriptive
something, in most cases describing market characteristics and functions. In this study descriptive research
was used to describe the effects of interior decoration, color, theme and scents customers are most satisfied
with survey methods was used to gather data relating to specific objectives of the study in order to be able
to narrow the knowledge gap that exists. This was the most appropriate choice of study.

Since customers responses are clearly defined (questionnaire). The dependent variable of the study was
customer satisfaction and independence variable are facility interior, color, them and scent aesthetics.

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Introduction

The method used to collect data include, questionnaire and observation.

3.3 DATA COLLECTION METHODS

3.3.1 Questionnaire
Primary data was collected in this study because specific data was needed to be able to answer the specific
objectives. Survey method was used as a data collection method under which standardized questionnaires
were distributed to the sample of customers. The questionnaire was inclusive of various styles of questions
including both close ended and open ended questions. Likert scale was used with a 5-point range starting
from strongly disagree rated 1 to strongly agree rated 5.

The questionnaire was divided into 4 sections wherein section A was based on demographics, section B
addressed the first objective restaurant set up, section C addressed the second objective facility interior,
and section D addressed the third objective of scent. Sample of questionnaire attached.

3.3.2 Observation.
Observing what is done is particular establishment is also a way of collecting data. Notes are jotted down
that will later be used for analysis.

In observation, you note what is frequently done, what are the likes and dislikes of particular establishment
of interior design.

3.4 SUMMARY
This chapter discussed the entire research procedure which included determining the formulation of the
research design. Furthermore, the data collection method is used so as to get the feedback to the
represented in the data analysis. The next chapter will show data analysis and presentation on a
questionnaire and pie charts.

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 CHAPTER FOUR

DATA ANALYSIS, INTEPRETATION AND PRESENTATION

4.0 INTRODUCTION
This chapter deals with the analysis of data using various methods, interpreting and presenting the
findings. My data analysis will be drawn from the questionnaire 1 used to collect information.

The data analysis will objective wise where l’ll be analyzing each objective individually and do a summary
of all the objectives.

During my research l used description tables and pie charts as tools for interpretation and presentation of
data.

4.1 DATA INFORMATION FROM ANSWERED QUESTIONNAIRE

The questionnaire was taken to three different 4 star hotels in Mombasa to collect information concerning
the impart of interior decoration on customer’s satisfaction.

4.2 DATA ANALYSIS

4.2.1 To assess the restaurant set up on customer satisfaction

4.2.2 According to Bamburi beach hotel, Mombasa.

Architecture and design set for restaurants is very key.

They used the following to be as pointers to what they term as restaurant set up; seat arrangement, pictures
and paintings, plants and flowers and wall decorations.

Their interpretation is as follows:

Restaurant set up interpretation.

The interpretation was according to the number of staff that were able to give their feedback and genuine
opinion of that.

Pointers > Restaurant set-up items used.

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 Restaurant set up presentation
6

5
Restaurant
set up
4 presentation

0
seat arrange pictures plants wall décor

Calculations

15 staff > 100%

5 > 5x100/15

Seat arrangement = 33.3%

15 staff>100%

3> 3x100/15

Pictures = 20%

15 staff > 100%

2> 2x200/15

Plants=13.3%

15 staff> 100%

5 > 5x100/15

Wall décor=33.3%

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4.2.3 According to Sarova white sands hotel, Mombasa.
For Sarova, restaurant set up is key and at their top most priority. They say; “Where there is no set up,
confusion arises”.

Sarova hotel upholds nature to the fullest. Their restaurant set up interpretation is as follows;

Pointers Seat Painting & Plants Wall decorations

arrangement pictures
No of personnel 5 1 7 2
(15 staff)

RESTAURANT SET UP
PRESENTATION ON BAR GRAPH.
Restaurant set up presentation on pie chart.
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1.2

PLANTS SEAT WALL DÉCOR PAINTING &

ARRANGEMENT PICTURES

Calculations

15 staff > 100%

5 > 5x100/15

Seat arrangement=33.3%

15 staff > 100%

1> 1x100/15

Painting and pictures = 6.7%

15
15 staff >100%

7> 7x100/15

Plants =46.7%

15 staff > 100%

2> 2x100/15

Wall décor =13.3%

4.2.4 Effects of color on customer satisfaction

There are many colors but the choice will either affect positively or negatively. A restaurant is where
customers satisfy hunger as well as experience excitement, pleasure and a sense of personal wellbeing.

Colors commonly associated with include Grey, Yellow, blue and brown. Let’s see how different associate
with them.

4.2.5 According to Bamburi Beach Hotel, Mombasa.

In Bamburi, Grey depicts tiredness, yellow stimulates appetite, blue calms spirit and brown shows burnt
food.

Color Blue Yellow Grey Brown

No of staff 10 3 2 0
(15 staff)

Color presentation
Blue

Yellow

Grey

Brown

16
Calculations

15>100%

10> 10x100/15

Blue =66.7%

15>100%

3>3x100/15

Yellow =20%

15>100%

2>2x100%15

Grey =13.3%

15>100%

0>0x100/15

Brown =0

4.2.6 According to Sarova White sands Hotel, Mombasa.

Sarova White sands is a very spirited Hotel, daring and also determined. Sarova accommodates all colors
based on the guest requests.

Here is a summary of their take on the below four colors;

Interpretation table.

Colors Blue Yellow Grey Brown

No of staff 7 5 1 2
(15 staff)

17
 Color presesntation
Blue
Yellow
Grey
Brown

Calculations

15>100%

7> 7x100/15

Blue=46.7%

15>100%

5>5x100/15

Yellow=33.3%

15>100%

1>1x100/15

Grey=6.7%

15>100%

2>2x100/15

Brown= 13.3%

18
4.2.7According to Serena Beach Hotel, Mombasa.
Many hotels likes making the environment colorful and Serena is not left out. During the research,
Serena Hotel was on the top notch of it all.

Below is a summary of their view on the following colors;

Interpretation table

color Blue Yellow Grey Brown

No of staff 5 10 0 0
( 15 staff)

color presentation on a pie

chart Blue

Yellow

Grey

Brown

Calculations

15>100%

5> 5x100/15

Blue = 33.3%

15> 100%

10> 10x100/15

Yellow= 66.7%

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4.2.7 Effects of scent on customer satisfaction.
The scents of food have effect on a customer’s purchase desire. The pleasant smell increases the sales and
appetizing aroma of food triggers hunger and want of customers.

All restaurants must identify with particular aromas. Let’s see how different restaurants identify with
scent.

4.2.8According to Bamburi Beach Hotel, Mombasa.

Bamburi Beach acknowledges scent as part of interior décor.

I asked them to tick where appropriate various aromas they like identifying with and below is their
feedback.

Interpretation table

Scent Floral Coffee aromas Wines Herbs

No of personnel 10 1 1 3
(15 staff)

From the table above; it is evident that floral scent i.e. Charnomle, Lavender & Vanilla takes the lead at
Bamburi as they tend to reduce stress and it relaxes the mind.

Scent presentation on a pie chart

Floral

Coffee aroma

Wines

Herbs

20
Calculations

15>100%

10>10x100/15

Floral scent= 66.7%

15>100%

1>1x100/15

Coffee aromas = 6.7%

15>100%

1>1x100/15

Wines= 6.7%

15>100%

3>3x100/15

Herbs = 20%

4.2.9According to Sarova White sands Hotel, Mombasa.

In Sarova White sands; different sections of the Hotel, have their own scent that they like identifying with
which makes every place in the restaurant worth being near to.

Below is a feedback on the 4 scent listed for discussion.

Interpretation table

Scent Floral Coffee aromas Wines Herbs

No of personnel 6 1 7 1
(15 staff)

21
 Scent presentation on a pie chart
Floral

Coffee aromas

Wines

Herbs

Calculations

15>100%

6> 6x100/15

Floral scent = 40%

15>100%

1> 1x100/15

Coffee aromas = 6.7%

15>100%

7> 7x100/15

Wines= 46.7%

15>100%

1> 1x100/15

Herbs = 6.7%

4.2.9According to Serena Beach Hotel, Mombasa.

Interpretation table

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 Scent Floral Coffee aromas Wines Herbs
No of personnel 0 5 10 0
(15 staff)

Scent presentation of pie chart

Floral

Coffee aromas

Wines

Herbs

Calculations

15>100%

5> 5x100/15

Coffee aromas = 33.3%

15>100%

10> 10x100/15

Wines= 66.7%

4.3 DISCUSSION ON FINDINGS.

Interior design is the art and science of enhancing the interior of a building to achieve a healthier and more
pleasing environment for the people using the space.

Elsie de Wolfe became the first interior decorator to be given a design “commission”. In 1913, Elsie de
Wolfe published the first interior design book, “The house of good taste”.

My project and findings were all inspired by the father of décor Elsie de Wolfe.

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 CHAPTER FIVE

SUMMARY OF FINDINGS, DISCUSSIONS, CONCLUSIONS AND RECOMMENDATIONS

5.1INTRODUCTION
This chapter covers the conclusion part of the project study.

To all the data collected; summary, conclusion and recommendation will be given. This chapter also helps
are realize what is to be done, and how best it can be done.

5.1SUMMARY
The study was taken within Mombasa count, by the use of semi structured questionnaire using data
collected from food and beverage Manager. The questionnaire had two sections A demographic analysis
while section B objectives.

5.2 CONCLUSIONS
The conclusion for the study are drawn from the specific objectives which includes; to assess the restaurant
set up on customer satisfaction, to analyze the effect of theme on customer satisfaction, to evaluate the
effect of scent on customer satisfaction of 4 star hotels in Mombasa county.

The study findings indicate interior decoration strongly affected customer satisfaction. This was supported
by the strong positive correlation between interior decoration and customer satisfaction.

The study findings further reveals that hotels with good restaurant set up can attract more customers. An
orderly organization equals more clients. Color is also key and it evidently that where there is no color,
the restaurant is dead.

Furthermore, the study indicates that theme and scent contributes a lot to the customer satisfaction. Theme
nights and ethnicity days makes life of customers more interesting and worth relating to while scent relaxes
customers mind and relaxes mind is a satisfied mind.

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5.3 RECOMMENDATIONS
The study of IMPACT OF INTERIOR DECORATION ON CUSTOMERS SATISFACTION IN 4 STAR
HOTEL IN MOMBASA COUNTY provides valuable recommendations to both theory and practical.

The researcher believes that these recommendations will create vital insights to both scholars and
practitioners in Hospitality Industry and helps fill the knowledge gap in Interior Decoration impact in the
context of customer satisfaction.

The following are the recommendations;

1. The study recommends that a similar study should be taken in a different geographical set up to
verify the findings of this study.
2. The researcher further recommends that future researchers that future researchers should do
research on customer’s preference on interior design of a business.
3. The study recommends that restaurants should invest in interior design of their businesses; this is
because it greatly influences the customer’s satisfaction

Recommendation
The study recommends that restaurants should invest in interior design of the businesses; this is because
it greatly influences the performance of restaurants within the retail industry.

The study recommends that restaurants should make their lightings as bright, beautiful and appealing to
their customers.

Finally the study recommends that restaurants should incorporate the importance of interior design on
business performance on their vision statement and mission statement.

Recommendation for further study

The researcher recommends that a similar study should be taken in a different geographical setup to verify
the findings of this study. The researcher further recommends that future researchers should do research
on customers’ preference on interior design of a business.

25
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APPENDIX III: WORKPLAN
ACTIVITY DURATION
Identifying research title April
Introduction May
Literature review June
Data collection July
Data analysis August
Report writing September
Typing October
Printing October
submitting October

56
APPENDIX IV: BUDGET.
ACTIVITY AMOUNT (KSH)
Data Collection 500/=
Data Analysis 1000/=
Report Writing And Typing 1500/=
Printing 2000/=
Transport 1500/=
Meals 3000/=
Miscellaneous 3,000/=
Total 12,500

57