Influence of Interpersonal Communication on Hotel Performance: A Case of Classified Hotels along the Kenyan Coastal Tourism Hub
Loading...
Date
2023
Authors
Achieng, Sylvia A.
Pepela, Anthony W.
Journal Title
Journal ISSN
Volume Title
Publisher
IJRISS
Abstract
Kenya’s coast is a renowned tourism hub, thanks to its natural beaches, a serene environment and worldclass hotels. Unfortunately, these hotels’ average check has been inconsistent. Insecurity, seasonality
challenges, and frequent travel advisories have been pointed out as some of the contributing factors to the
trend. Interestingly, other destinations facing similar challenges bounce back so fast thanks to their inventive
approaches to reducing guest churn. It is not clear whether Kenya’s coastal classified hotels have adopted
such strategies. This study sought to assess whether communication approaches could improve hotel
performance in classified hotels in Kenya’s coastal tourism hub. It targeted hotel guests of the 15 classified
hotels in Mombasa County, based on a descriptive research design. A stratified sampling technique was
adopted where three strata based on the hotels’ star ratings were formed settling on the 384 guests, 26 for
each of the hotels. Both a questionnaire and an interview schedule were developed for data collection. The
results revealed that there was a significant relationship between interpersonal communication and hotel
performance in classified hotels in Mombasa County (R=0.795; P=0.000) These findings serve as a red flag
to classified hotel managers to re-innovate interpersonal communication strategies used to maximize hotel
performance.
Description
Article
Keywords
Interpersonal communication, hotel performance, classified hotels, Customer retention, Kenya coastal tourism hub
Citation
Achieng, S. A., & Pepela, A. W. (2023). Influence of Interpersonal Communication on Hotel Performance: A Case of Classified Hotels along the Kenyan Coastal Tourism Hub. International Journal of Research and Innovation in Social Science, 7(5), 1607-1614.