Theses & Desertations

MODERATING EFFECT OF CUSTOMER SATISFACTION ON THE RELATIONSHIP BETWEEN SERVICE QUALITY DIMENSIONS AND PERFORMANCE OF STAR-RATED HOTELS IN NORTH RIFT REGION, KENYA

Mon, 01 Jan 2024 00:00:00 GMT

MODERATING EFFECT OF CUSTOMER SATISFACTION ON THE RELATIONSHIP BETWEEN SERVICE QUALITY DIMENSIONS AND PERFORMANCE OF STAR-RATED HOTELS IN NORTH RIFT REGION, KENYA KANGOGO, EVERLYNE J. The performance of firms in the hospitality sector is crucial for competitiveness and sustainability, particularly in star-rated hotels. This study focused on the North Rift Region of Kenya. The main objective was to assess the moderating effect of customer satisfaction on the relationship between service quality dimensions; assurance, empathy, reliability, responsiveness, and tangibility and performance of star-rated hotels in North Rift region, Kenya. Guided by the Service Quality (SERVQUAL) Model, Resource Based View theory, and Customer Satisfaction theory, the study employed an explanatory research design targeting a population of 1,813 individuals, including 1,377 hotel customers and 436 hotel staff across 9 star-rated hotels in North Rift region. Purposive and stratified sampling techniques were used for hotels selection, simple random for staff, and systematic for customers. Data collection was conducted through structured questionnaires. The analysis was performed using SPSS Version 25, with reliability measured via Cronbach's Alpha set at 0.7. The study utilized multiple regression and hierarchical regression analyses to test the hypotheses. Study findings indicated that all service quality dimensions positively and significantly affect hotel performance. Specifically, the coefficients were: assurance (β1=0.156, p<0.05), empathy (β2=0.220, p<0.05), reliability (β3=0.193, p<0.05), responsiveness (β4=0.294, p<0.05), and tangibility (β5=0.098, p<0.05). Customer satisfaction positively moderated the relationship between assurance and performance (β=0.024; p=0.000) and significantly affected reliability (β=-0.020; p=0.045) and tangibility (β=0.030; p=0.023). However, it did not significantly impact the relationship between empathy and performance (β=-0.007; p=0.445) and had a negative effect on responsiveness (β=-0.026; p=0.008). The study concludes that dimensions of service quality enhance hotel performance and that customer satisfaction moderates the relationships between assurance, reliability, responsiveness and tangibility dimensions and performance. This implies that customer satisfaction influences how the dimensions of assurance, reliability, responsiveness, and tangibility affect the performance of star-rated hotels. Specifically, it suggests that the level of customer satisfaction can strengthen the impact these service quality dimensions have on hotel performance. However, customer satisfaction has no significant relationship between empathy dimension and performance of star rated hotels. This means that customer satisfaction does not have a meaningful or quantifiable effect on how the empathy dimension of service quality influences the performance of star-rated hotels. The study recommends improving staff professionalism, attentiveness, and flexibility to meet customer expectations. Additionally, enhancing physical aspects such as modern furniture, cleanliness, and overall ambiance is suggested to boost hotel performance. Overall, focus on both service quality and customer satisfaction is essential for the success of star-rated hotels in the region.

EFFECTS OF INFORMATION TECHNOLOGY PRACTICES ON SERVICE DELIVERY IN STAR-RATED HOTELS IN UASIN GISHU COUNTY, KENYA

Mon, 01 Jan 2024 00:00:00 GMT

EFFECTS OF INFORMATION TECHNOLOGY PRACTICES ON SERVICE DELIVERY IN STAR-RATED HOTELS IN UASIN GISHU COUNTY, KENYA KIPTANUI, MARION JEPKORIR Service delivery in star-rated hotels across the globe is a complicated phenomenon that requires an extraordinary level of attention to detail, customer focus and operational efficiency. Information Technology (IT) has a positive impact on service delivery and ultimate customer satisfaction. Despite significant investments in technology by star-rated hotels in Kenya and the world over, service delivery still remains a major challenge. The main objective of the study was to investigate the effect of information technology practices on service delivery in star-rated hotels in Uasin Gishu County, Kenya. Specific objectives were as follows; to determine the effect of automated check in, personalized guest experience, smart room control systems and automated tracking on service delivery. The study was guided by Technology Acceptance Model Theory and General System Theory. The study adopted descriptive survey design. The target population was 171 with a sample size of 131 respondents comprise of 12 ICT managers and 12 operation managers and 107 supervisors. Data collection tool were questionnaires on a five point Likert scale. The study used stratified random sampling method for the hotels. Purposive sampling was used to select 12 ICT managers, 12 operation managers and the 12 star-rated hotels since the population was small and manageable. The pilot study was conducted in selected hotels within Nakuru County. Reliability check of the research instruments used Cronbach Alpha test set at 0.7. Data was analyzed with the aid of Statistical Package for Social Sciences (SPSS) software Version 25. Descriptive and inferential statistics were used to analyze data and presentation in form of frequencies, percentages, means and standard Deviation in Tables and Charts. Multiple Linear regression analysis was used to check for the p-values. Regression of coefficients results revealed that automated check in have a positive and significant effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya (β1=0.190, p=0.025). It was also established that Personalized guest experience has a positive and significant effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya (β2=0.248, p=0.043). In addition, smart room control systems was found to have a positive and significant effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya (β3=0.230, p=0.027). Finally, automated tracking was found to have a positive and significant effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya (β4=0.204, p=0.012). Therefore, the overall regression results imply that there is a significant effect of the given factors on information technology practice in star-rated hotels in Uasin Gishu County, Kenya. As such, an improvement in these factors would lead to a corresponding improvement service delivery in starrated hotels in Uasin Gishu County, Kenya. The study concluded that automated check-in, personalized guest experience, smart room control systems, and automated tracking have a significant positive effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya. These technologies improve efficiency, security, customer satisfaction, and overall hotel operations. The study recommends that starrated hotels should implement automated check-in systems, specifically biometric systems, to improve service delivery. Personalized guest experiences and collecting customer feedback are also recommended to enhance service delivery. Ensuring the security of customer data and property, encouraging customer recommendations, and providing high-quality service are important for meeting customer expectations. In terms of technology, using smart keys, Bluetooth outlets, automatic blinds, and smart lighting can enhance the guest experience.

INFLUENCE OF HEALTHY EATING CONCERNS ON MENU CHOICE DECISIONS AMONGST CUSTOMERS IN STAR-RATED HOTELS IN NAKURU COUNTY, KENYA

Sun, 01 Oct 2023 00:00:00 GMT

INFLUENCE OF HEALTHY EATING CONCERNS ON MENU CHOICE DECISIONS AMONGST CUSTOMERS IN STAR-RATED HOTELS IN NAKURU COUNTY, KENYA LIMO, MILDRED JELAGAT Menus occupy a significant position in the hotel business as they purpose to navigate customers to achieve satisfaction and exceed expectations in their food choices. Meals consumed out-of-home have been associated with enhanced intake of large food portions that are high in calories and low in nutritional value, exposing customers to an increased risk of weight gain and/or obesity. The main objective of this study was to assess the influence of healthy eating concerns on menu choice decisions amongst customers in star-rated hotels in Nakuru County, Kenya. The study was guided by the following specific objectives: to establish the influence of dietary patterns, food portions, nutritional knowledge, and food consumption habits on menu choice decisions among customers in star-rated hotels in Nakuru County in Kenya. The study was informed by the Food Choice Process Model and Theory of Planned Behaviour. An exploratory research design was used in the study with a target population of 785 from 19 star-rated hotels in Nakuru County, Kenya. The study used stratified and simple random sampling techniques to establish a sample size of 265 star-rated hotel customers. Data was collected using a closed-ended questionnaire and analyzed using the Statistical Package for Social Sciences (SPSS) version 26.0, with hypotheses tested at a p<0.05. Descriptive statistics were employed to characterize the data, and inferential statistics of multiple regression were utilized to demonstrate the relationship between independent and dependent variables. The study findings show that the four dimensions of healthy eating concerns, including dietary patterns, food portions, nutrition knowledge and food consumption habits, explained 49.4% of the variation in customer menu choice decisions. The study findings revealed that dietary patterns (β1=0.265, p=0.001) had a positive and significant effect on consumer menu choice decisions. It was also found that food portions (β2=0.276, p=0.000) significantly and positively influenced consumer menu choice decisions. Furthermore, consumer menu choice decisions were positively and significantly influenced by nutritional knowledge (β3=0.157, p=0.037). Finally, it was established that food consumption habits (β4=0.188, p=0.007) had a positive and significant effect on consumer menu choice decisions. The study concluded that dietary patterns in menu choice decisions are motivated by lifestyle factors, while personal and economic factors determine the food portions. Customers' understanding of menu information depends on their knowledge to choose and consume foods that meet their nutritional needs. In contrast, seasonal availability and demand for fresh foods on menus influence the consumption habits of consumers. The study recommends that hotels should provide diverse nutritious food items on menus to promote healthy eating habits in customers.

EFFECT OF SOCIAL MEDIA PLATFORMS’ USE ON HOTEL PERFORMANCE IN STAR RATED HOTELS WITHIN UASIN GISHU COUNTY, KENYA

Sun, 01 Oct 2023 00:00:00 GMT

EFFECT OF SOCIAL MEDIA PLATFORMS’ USE ON HOTEL PERFORMANCE IN STAR RATED HOTELS WITHIN UASIN GISHU COUNTY, KENYA ARUSHO, LUCY RIWO Many businesses have reoriented to attract and retain customers and ensure sustainability in response to technological changes. Businesses that do not use social media for customer satisfaction loose revenue, profits, and shareholder value. Social media enhances positive customer-business relationships. The main objective of this study was to investigate the effect of social media platform use on hotel performance in star-rated hotels within the Uasin Gishu County of Kenya. Specific objectives were; to determine the effect of Facebook use, Instagram use, YouTube and Website use on hotel performance. The study was guided by performance theory, technology acceptance (TAM), and resource-based view theory. The study used a descriptive survey research design. The target population was 142 respondents, comprising of 12 marketing managers and 130 departmental supervisors. The sample size was 110 respondents. Sampling techniques were stratified random sampling and census techniques. This study used questionnaires to collect data. Data were then analysed using both descriptive and inferential statistics utilizing SPSS version 25. The descriptives statistics used were frequencies, percentages, means and standard deviation. Inferential statistics included correlation and multiple regression. Frequency tables and graphs were used to present the research results. The study findings revealed that Facebook use positively and significantly has an effect on star-rated hotel performance (β1=0.317, p=0.002). It was also established that Instagram use positively and significantly effects star-rated hotel performance (β2=0.278, p=0.019). It was further established that YouTube use positively and significantly affects star-rated hotel performance (β3=0.137, p=0.044). Finally, website use was found to have a positive and statistically significant effect on star-rated hotel performance (β4=0.212, p=0.037). The study concluded that Facebook pages helps management reach wide range of customers. Instagram use plays a crucial role in star-rated hotel performance. The study further concluded that You-Tube use effects the selected star-rated hotels performance. The study finally concluded that Website use has affected star-rated hotel performance. Through the websites, the market goals and objectives of the Hotels have been achieved. The study recommends that; the social media marketers of the selected star-rated hotels should ensure that their pages are impressive and attractive to the customers. The Hotel management should ensure that the YouTube Advertisement videos are engaging and lively to the customers. Management of the selected star-rated hotels should ensure that the Market website and Facebook pages are fully established.

PERCEPTIONS TOWARDS THE QUALITY OF TRAINING IN HOSPITALITY MANAGEMENT: A COMPARATIVE STUDY OF THE UNIVERSITY OF ELDORET AND KENYA UTALII COLLEGE, KENYA

Sat, 01 Oct 2022 00:00:00 GMT

PERCEPTIONS TOWARDS THE QUALITY OF TRAINING IN HOSPITALITY MANAGEMENT: A COMPARATIVE STUDY OF THE UNIVERSITY OF ELDORET AND KENYA UTALII COLLEGE, KENYA MATHENGE, JOSEPH KIMARU Every graduate is always hopeful of being employed after school.However this has not been the case in the recent years. Employers are now keen on various factors before hiring employees. Studies have shown that there is a preference for hospitality gradu-ates from Kenya Utalii College (KUC). There are more than 200 higher learning insti-tutions offering hospitality programs in Kenya, out of which the KUC has more gradu-ates working in the industry. KenyaUtalii graduates represent about 20% of the hotel employees in Kenya. This study aimed at establishing what makes employers to have a preference for graduates from Kenya Utalii College. The all-round educational quality and behavioral learning theories guided the study. This study is qualitative in nature and employed a narrative research design approach. The target population comprised of all hospitality lecturers and graduates from the University ofEldoret (UoE) and Kenya Utalii College in Nairobi. The target population comprised of 678 participants who were hospitality graduates and hospitality lectures from UoE and KUC. The study sample finally comprised of 18 participants; 5 graduates from each institution and 4 lecturers from each of the two institutions. The study utilized purposive and snowball sampling techniques to obtain the sample. The study utilized interviews and focus group discussions (FGD) for data collection. The graduates were engaged in interviews while the lecturers were involved in focused group discussions at their respective institutions. The document analysis technique was used to scrutinize content and structure of the hospitality curricula from the two institutions. Data collected was coded and analyzed to generate themes. The study revealed that learners’ attitude, the curriculum, institu-tional culture and instructional resources influenced the quality of education in hospi-tality management. The influence of these factors have resulted to employers having preferences of graduates from KUC. Hence, learning institutions should ensure that they motivate learners to learn, regularly update their curricula, strive to maintain a positive institutional image and provide adequate instructional resources for training. Institutions should also ensure that they work closely with the industry to maintain an updated curriculum for training purposes. These results will guide hospitality institu-tions in Kenya towards offering quality training thereby producing quality graduates who fit in the job market.

EFFECTS OF PREVENTIVE MAINTENANCE OF ASSETS ON QUALITY OF PRODUCTION AND SERVICE DELIVERY IN SELECTED HOTELS IN KENYA

Wed, 01 Jan 2014 00:00:00 GMT

EFFECTS OF PREVENTIVE MAINTENANCE OF ASSETS ON QUALITY OF PRODUCTION AND SERVICE DELIVERY IN SELECTED HOTELS IN KENYA Makomere, Peter The hospitality industry in Kenya is regulated by the central government and all hotels are categorized into five classifications (1-Star to 5-Star). The classification and ranking of hotels reflect the operational standards as stipulated in the statutes and regulations, and it also mirror the level of asset management and maintenance systems in the industry. The purpose of this study was to establish the relationship between maintenance and quality production and service delivery in selected hotels in Kenya. Porter’s Five-Force model was used to guide the study. The specific objectives of this study were: to determine the maintenance systems practiced in the hotel industry; to evaluate the capacity and capability of the hotel to implement preventive maintenance; to analyze the effect of preventive maintenance on the quality of production and services; to determine the relationship between preventive maintenance and quality of production and service delivery in the hotels; and to examine the challenges affecting the implementation of preventive maintenance programme in the hotel establishments. This study adopted a descriptive survey research design. The target population was five town hotels in the range of 3-Star to 5-Star in Nairobi, Kisumu, Nakuru and Eldoret. Purposive sampling was used to select the study area, while stratified and simple random sampling were used to select the respondents. The study sample was 100 respondents consisting of middle management, supervisors and personnel in the production and service delivery sections. Questionnaires were the main data collection instruments and data was analyzed using statistical package for social sciences (SPSS), Spearman rank correlation and χ2 test analysis. The study concluded that there was a relationship between preventive maintenance and quality production and quality service (X2 = (30.00), (7) p<0.05), and further that preventive maintenance did not affect service delivery(X2 = (13.33), (7) p>0.05), and that continuous staff training and development, customer loyalty, and repeat guest visits were also influenced by preventive maintenance in the hotel industry. The study recommends that for sustainable quality production and services in Kenyan hotels, there is need for adoption of preventive maintenance and asset management programmes.

INFLUENCE OF EMPLOYEE MOTIVATION ON PERFORMANCE IN THE CATERING AND HOSTELS DEPARTMENT, UNIVERSITY OF ELDORET

Tue, 01 Jan 2013 00:00:00 GMT

INFLUENCE OF EMPLOYEE MOTIVATION ON PERFORMANCE IN THE CATERING AND HOSTELS DEPARTMENT, UNIVERSITY OF ELDORET MUENI, KYOLOLO ANGELINE The purpose of the study was to determine the influence of motivation on workers’ performance in the Catering and Hostels departments in the University of Eldoret. The study was guided by the following objectives; to establish the different motivation techniques used in the University of Eldoret, to identify the current employee motivation, to examine the relationship between employee motivation and performance, to determine the potential challenges faced by the University of Eldoret in providing employee motivation. The target population was 164 respondents at the University of Eldoret and a sample size of 56 respondents who were selected using purposive and simple random sampling. The main data collection instrument used by the researcher was questionnaires. Descriptive and inferential statistics were used in analysis. From the study the university employs monetary incentives like salary increase, bonuses and vouchers motivation techniques. However, they also motivate their employees through empowerment, involvement in decision making, recognition and promotions at work. Employees were motivated when the organization employed certain occasional motivation techniques and some did not care much about motivation as long as the organization was keen to keep them in employment. There was positive relationship between the bonuses given to employees, promotion, the salary increase, employee recognition and their performance. There was a negative relationship between the regular salary payment, vouchers and involved in decision making. The performance of employees depend on different expectations and desires at work. Some rewards can be really rewarding for them but others are rather seen as factors that negatively influence their performance. The study recommends that the University should motivate their employees in order to achieve their set goals and objectives; it should ensure that employees are satisfied and contended with what they have in the organization.

INFLUENCE OF EMPLOYEE MOTIVATION ON PERFORMANCE IN THE CATERING AND HOSTELS DEPARTMENT, UNIVERSITY OF ELDORET.

Tue, 01 Jan 2013 00:00:00 GMT

INFLUENCE OF EMPLOYEE MOTIVATION ON PERFORMANCE IN THE CATERING AND HOSTELS DEPARTMENT, UNIVERSITY OF ELDORET. MUENI, KYOLOLO ANGELINE The purpose of the study was to determine the influence of motivation on workers’ performance in the Catering and Hostels departments in the University of Eldoret. The study was guided by the following objectives; to establish the different motivation techniques used in the University of Eldoret, to identify the current employee motivation, to examine the relationship between employee motivation and performance, to determine the potential challenges faced by the University of Eldoret in providing employee motivation. The target population was 164 respondent’s at the University of Eldoret and a sample size of 56 respondents who were selected using purposive and simple random sampling. The main data collection instrument used by the researcher was questionnaires. Descriptive and inferential statistics were used in analysis. From the study the university employs monetary incentives like salary increase, bonuses and vouchers motivation techniques. However, they also motivate their employees through empowerment, involvement in decision making, recognition and promotions at work. Employees were motivated when the organization employed certain occasional motivation techniques and some did not care much about motivation as long as the organization was keen to keep them in employment. There was positive relationship between the bonuses given to employees, promotion, the salary increase, employee recognition and their performance. There was a negative relationship between the regular salary payment, vouchers and involved in decision making. The performance of employees depend on different expectations and desires at work. Some rewards can be really rewarding for them but others are rather seen as factors that negatively influence their performance. The study recommends that the University should motivate their employees in order to achieve their set goals and objectives; it should ensure that employees are satisfied and contended with what they have in the organization.

EFFECT OF CURRICULUM COMPONENTS ON QUALITY OF FOOD AND BEVERAGE TRAINING IN TECHNICAL AND VOCATIONAL EDUCATION AND TRAINING INSTITUTIONS IN WESTERN REGION, KENYA

Tue, 01 Jan 2019 00:00:00 GMT

EFFECT OF CURRICULUM COMPONENTS ON QUALITY OF FOOD AND BEVERAGE TRAINING IN TECHNICAL AND VOCATIONAL EDUCATION AND TRAINING INSTITUTIONS IN WESTERN REGION, KENYA MUGE, CLARA The graduates from Technical and Vocational Education and Training Institutions (TVET), are not always absorbed into the hospitality industry. This study sought to establish the effects of curriculum components on quality of Food and Beverage training at selected TVET institutions in Western region of Kenya. The study’s main objective was to establish the effect selected curriculum components have on the quality of Food and Beverage training in TVET institutions. The specific objectives of the study were to establish the effect of curriculum content, perceptions, availability of teaching resources and management support on quality of Food and Beverage training at selected TVET institutions in Western region of Kenya. The study was informed by human capital theory. The study adopted a descriptive survey design. The target population was a total of 327 respondents, 300 of whom were trainees while 27 were trainers. Sample size was 180 respondents included 21 trainers and 159 trainees. The study then used stratified, simple random sampling, purposive sampling technique to select respondents. A questionnaire for trainers and trainees was used in data collection. Expert judgement was used to validate the instruments and Cronbach alpha coefficient was used to determine reliability. Data was analysed using descriptive and inferential analysis. Data was presented in form of tables. From the regression model, is (R2 = .767) showing that curriculum components accounted for (76.7%) variation in quality of Food and Beverage training. There was a significant effect of curriculum content (β1=0.131), availability of teaching and learning resources (β3=0.202), respondents perceptions (β2= -0.076) and management support (β4=0.202) on quality of Food and Beverage training at selected TVET institutions in Western region of Kenya. The curriculum content, availability of teaching and learning resources and management support had positive influence the quality of Food and Beverage training. The study recommends that there is need for TVET institutions to restructure their programmes to be receptive to the needs of the job market, especially the industry’s ever-changing needs. The government should

MODERATING ROLE OF SOCIAL FACTORS ON THE EFFECT OF INTEGRATED MARKETING COMMUNICATION ON PERFORMANCE OF FAST FOOD RESTAURANTS IN NAIROBI CENTRAL BUSINESS DISTRICT, KENYA

Mon, 01 Jan 2018 00:00:00 GMT

MODERATING ROLE OF SOCIAL FACTORS ON THE EFFECT OF INTEGRATED MARKETING COMMUNICATION ON PERFORMANCE OF FAST FOOD RESTAURANTS IN NAIROBI CENTRAL BUSINESS DISTRICT, KENYA MUSYIMI, PERIS MUENI Universally, Integrated Marketing Communication (IMC) plays a pivotal role in providing adequate intrinsic information which impacts on consumer satisfaction which leads to overall performance of fast food restaurants. In this regard the study was designed to assess the moderating role of social factors on the effect of integrated marketing communications on the performance of fast food restaurants in Nairobi central business district. The study was guided by the following specific objectives; to examine the role of public relations, social media networks, sales promotion and advertising on the performance of fast food restaurants in Nairobi CBD. Further the moderating role of social factors on the effect of intergraded marketing and communication on the performance of fast food restaurants in Nairobi CBD. Subsequently five hypotheses drawn from the five objectives were tested. The study was conducted between June 2018 and September 2018. The study was grounded by the social exchange theory and theory of reasoned action. The study adopted an explanatory research design. The target population was 144 key informants which included 48 managers and 96 heads of departments sampled from all the 48 fast food restaurants in Nairobi CBD. In this study census was adopted to arrive at 144 key informants which represented the sample size for the study. Primary data was collected by use of questionnaires while secondary data collected by reviewing literature. Collected data was analyzed by use of inferential and descriptive statistics with the aid of SPSS version 24.0. Inferential statistics included multiple regression and coefficient of correlation and, An ANOVA while descriptive statistics used included mean, frequencies, standard deviation and skewness and kurtosis. Pre-testing of the instrument at selected fast food restaurants. Cronbach’s alpha coefficient was used to ascertain whether the instrument met the reliability threshold of 0.7 or above. The value for public relations (β=.253), social media networks (β=.264), sales promotion (β=.385), advertising (β=.306), were positive. All variables were significant. Further, results of multiple regressions revealed that social factors moderate the relationship between integrated marketing communication and the performance of fast food restaurants with F=60.279 at P=.000. Thus the study concludes that the adoption of public relations, social media networks, sales promotion, and advertising would enhance performance of fast food restaurants. However with the introduction of social factors the contribution of public relations, social media networks, sales promotion, and advertising in enhancing performance of fast food restaurants is weakened. This implies that the management of fast food restaurants should pay high premiums in strategically formulating and implementing integrated marketing and communication with regard to social factors which can effectively galvanize high performance of fast food restaurants.