Browsing by Author "Weru, Joan Wangu"

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    Experiences of Persons with Physical Disability and Their Satisfaction among Selected Classified Hotels in Nairobi City County, Kenya
    (Kenyatta University, 2025-08) Weru, Joan Wangu
    Hotels and other hospitality providers strive to offer services that will satisfy customers, leading to loyalty, positive referrals, and repeat business. This study focused on the experiences of persons with Physical disabilities (PwPDs) as hotel guests more so the impact these experiences had on their overall satisfaction in specific classified hotels in Nairobi County. The research was based on five objectives: analyzing the personal characteristics affecting the satisfaction of guests with physical disabilities, investigating trip-related factors influencing their satisfaction, assessing satisfaction based on the hotels’ physical environment, examining the influence of human interactions on their satisfaction, and evaluating hotels' adherence to policy regulations in providing satisfactory experiences for individuals with physical disabilities in selected classified hotels in Nairobi City County. A cross-sectional research approach was selected due to its ability to investigate the link between variables. This approach facilitated an authentic evaluation of the respondents' behavior and attitudes as hotel guests. Hotels were chosen based on their classification, as this information is readily available on the Tourism Regulatory Authority website. Each hotel was represented by one hotel manager, resulting in a total of 44 hotel managers as the unit of analysis. The study also focused on guests with physical limitations staying at designated hotels during the study period. A snowball sampling strategy was used to choose thirty hotel customers with impairments who were staying at the specified category hotels. Twenty-seven individuals with physical disabilities took part in the research. 44 hotel managers and personnel from the NCPWD were selected using purposive sampling. Semi-structured questionnaires were issued to hotels’ managers and guests with impairments. Quantitative data was analyzed by employing descriptive and inferential statistics. Inferential statistics applied simple and complex regression models to analyze the impact of personal characteristics, trip-related aspects, physical environment, human interactions, and hotels' policy compliance on the satisfaction of People with Physical Disabilities (PwPDs). At a 95% significance level, the data revealed a R squared of 0.614 and an adjusted R squared of 0. 562. This revealed that in the selected hotels, PwPDs interactions with others, their demographic characteristics, the hotels ’physical environment and trip related factors collectively accounted for 56.2% of the satisfaction thereby indicating a positive and significant impact. The study suggested that these hotels ought to implement ADA rules and improve their architectural designs to allow for unlimited access of their amenities and services for individuals with physical disabilities, aiming to increase their satisfaction levels