RP-School of Hospitality and Tourism

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Performance Enhancement of the Catering Information Systems in e-hotels, through ICT Interventions
(University of Nairobi, 2009) Kagumba, Leah wamuyu K.; Maringa, Paul Mwangi
A critical outlook of tourism sector performance management reforms in Kenya -: (results or ,value based management?)
(Kenyatta university, 2009) Maingi, Donald K.; Ondigi, Alice. N; Maingi, Shem W.; Ondigi, S. R.
Tourism in Kenya is a key driver towards the attainment of the socio-economic blueprint, which is achieving the goals of Vision 2030. In the recent past, such were achieved with sector reforms that critically assessed the roles and functions of public servants where performance would be used as the sole indicator for resource allocation and usage. This was perceived as a means for conditioning reinforcement; therefore creating a results based philosophy in public sector management strategies. However, this is contrary to the thesis that when public sector management emphasizes exclusively on results, attention to socio-cultural, environmental and economic values is reduced by default. Therefore requiring a fundamental understanding on the sectoral values and attributes, before customizing a performance management strategy. This paper, seeks to advance such dialogue further by assessing the dynamics involved in tourism organizational settings qualified according to the needs and demands of the Tourism industry.
The influence of ethnicity on leisure pursuits and tourism behaviour of Somali immigrants in Leeuwarden, Netherlands
(Academic Journals, 2010-07) Mbuthia, Susan W.; Maingi, Shem W.
This study is based on the premise that there are fundamental differences in tourism behaviour of immigrants in Europe, such that, there are certain ethnic and cultural determinants to travel preferences, choice and behaviour. Previous studies in Europe reveal certain socio-economic constraints that face ethnic minorities in Europe. This study sought to identify these ethnic determinants/ constraints of travel behaviour amongst Somali immigrants in the Netherlands. A field survey was conducted through the use of structured interviews. The interviews were conducted to twenty nine adults living in the city of Leeuwarden, Netherlands. The respondents were college students and other adults from twenty one years and above, specifically of Somali decent. The results indicated that there were in deed ethnic differences in leisure and tourism behaviour of Somali immigrants to the Netherlands. The Bantu Somalis were more liberal and would adapt more than the other Somalis when they come into contact with other cultures. Travel preferences of these respondents were based on their personal values; personal liking; family ties and the level of interest of places to travel. Racialized expressions and social encounters played a pivotal role in the way the Somalis living in the Netherlands chose to travel and engage in their daily and leisure activities. These individuals were more or less influenced by other cultural contexts, therefore having significantly different preferences in leisure pursuits and travel behaviour. Majority of the findings confirmed that there were ethnic constraints and determinants to leisure and tourism behaviour of Somali immigrants in Leeuwarden, Netherlands. This work has demonstrated that there were indeed constraints experienced by immigrants and especially those of Somali ethnicity, and close attention to the experiences of other Netherlands immigrants such as those from Caribbean or Middle East should be researched on. This would help develop a broader analysis of immigrants’ forms and ways of travel and their experiences.
The all-inclusive holiday concept at the Kenyan coast
(2010-08) Mutisya, Mary M.
Purpose: This paper aims at profiling the application of the all inclusive holiday concept in Kenya, and identifying the positives and draw backs of the current mode of application. Design/methodology The study was a cross-sectional survey design and it targeted the hotels along the Kenyan coast offering the all inclusive holiday package. The study was carried out in between December 2008 and April 2009. The data was analysed descriptively. Findings: The outcome of the study shows that the application of all-inclusive concept had been varied from the original; these modifications have had both strengths and drawbacks to the hospitality and tourism industry. The current application of all inclusive in Kenya needs to be reviewed Practical Implications: understanding the strengths and draw backs of the modified mode of all inclusive is useful to the hospitality practitioners and the tourism industry at large. The study gives recommendations on how to improve service delivery to all-inclusive guests, this is more profitable to the economy and would yield greater customer satisfaction; does not stretch the limited resources, it would also result in sustainable tourism. Originality/value: The study will contribute to knowledge, especially in the of all inclusive holidays area where there very is little documentation.
Wildlife Conservation, Safari Tourism and the Role of Tourism Certification in Kenya: A Postcolonial Critique
(Tourism Recreation Research, 2011) Akama, John S.; Maingi, Shem W.; Camargo, Blanca A.
Kenya’s national parks and game reserves form the pillar of the country’s tourism industry, and wildlifeviewing and safari tourism are significant generators of income and foreign exchange. The promulgation of pioneer national parks in Kenya in the mid-20th century followed colonial practices of “exclusion” and “divide and rule”which marginalized local communities in decision-making processes and initiation of tourism programmes and wildlife conservation initiatives. Government supported policies and programmes that focused on wildlife protection and promotion of safari tourism also accentuated human–wildlife conflicts and contributed to species loss and habitat fragmentation. This study examines the evolution of Kenya’s wildlife conservation policies and safari tourism programmes, and argues that safari tourism in Kenya has privileged Western models of tourism development and wildlife conservation, with historic exclusion of indigenous communities still ongoing today, though some improvements are evident. Postcolonial legacies influence the political economy of tourism in regard to the Maasai in Kenya; inequitable power relations are illustrated with the help of a literature review as well as a case example. The study offers suggestions to guide the development of future tourism certification programmes and indicators related to protected areas and safari tourism. Such programmes should be cognizant of Kenya’s postcolonial context and attend to social and cultural sustainability, including issues of inclusion, exclusion and empowering local communities to participate directly in the management and ownership of environmental and tourism resources
The Wildlife Tourism Market to Kenya (2002–2003)
(Taylor & Francis, 2011) Odunga, P.O.; Maingi, S.W.
An understanding of the wildlife tourism market is fundamental for the development of a competitive and sustainable tourism industry. It is imperative to product development and segmentation, especially with regard to understanding trends in the market place. This study was undertaken to understand better the demographic preferences of wildlife tourists and to determine their preferences, expectations, and choices. Various personal and trip attributes of the visitors were considered. A linear structural relationship (LISREL) approach was applied in order to estimate the structural equation systems by using its maximum likelihood estimator. Using data from 1,566 tourists who had completed their holidays in Kenya, it was found that various forms of travel based on packaging do not significantly affect the preferences of tourists. However, tourists’ characteristics and their trip attributes have significant effects on these variables. Advanced age, higher socio-economic status, larger group size, and shorter length of stay are associated with higher preference for wildlife viewing
The Wildlife Tourism Market to Kenya (2002–2003)
(Taylor &Francis, 2011-02-06) Pius, Ongoro Odunga; Shem, Wambugu Maingi
An understanding of the wildlife tourism market is fundamental for the development of a competitive and sustainable tourism industry. It is imperative to product development and segmentation, especially with regard to understanding trends in the market place. This study was undertaken to understand better the demographic preferences of wildlife tourists and to determine their preferences, expectations, and choices. Various personal and trip attributes of the visitors were considered. A linear structural relationship (LISREL) approach was applied in order to estimate the structural equation systems by using its maximum likelihood estimator. Using data from 1,566 tourists who had completed their holidays in Kenya, it was found that various forms of travel based on packaging do not significantly affect the preferences of tourists. However, tourists' characteristics and their trip attributes have significant effects on these variables. Advanced age, higher socio-economic status, larger group size, and shorter length of stay are associated with higher preference for wildlife viewing.
Conference tourism in Kenya : towards tourism product development, diversification and extension
(2011-10-31) Maingi, S. M.; Odunga, P.O; Belsoy, S.J; Nthinga R,W
Kenya is predominantly a nature- based tourism destination with wildlife (concentrated in the southern part of the country) and beaches (along the Indian Ocean) accounting for over 85% of the international tourists visiting the country. Other attractions are based on the physical landscape of the country and the culture of the people. However, the emergence and constant growth of MICEtravelers on the demand-side have shifted the perceptions on tourism marketing globally. Unfortunately, the full potential of conference tourism has not been exploited locally. The development, marketing and promotion of conference tourism in Kenya have been disparate. This has been entrenched further by the lack of a co-ordinated, targeted effort to market conference tourism in global markets. This paper seeks to highlight and assess venues for the development of conference tourism in Kenya. It also seeks to isolate strategies for harnessing even greater potential of conference tourism in Kenya. The paper acknowledges the emergence of M.I.C.E tourism as an alternative tourism strategy of choice for Kenya’s tourism diversification and development strategies. The paper recommends that properly structured foundational activities need to be put in place towards building a strong destination-based ‘Conference tourism’ brand. These activities would include the establishment of a conference bidding team composed of the major stakeholders in the meetings industry. Further, the establishment of a fully-fledged and government supported conventional bureau would be the best intervention in the promotion of conference tourism in Kenya. By de-centralizing tourism promotion and marketing, the government would essentially harness the advantages related to outsourcing. By combining, sharing and expanding core competencies, these networks enhance K.T.B.’s efforts of efficiently marketing Kenya’s tourism sector drastically
The influence of ethnicity on leisure pursuits and tourism behaviour of Somali immigrants in Leeuwarden, Netherlands
(2011-10-31) Mbuthia, Susan W.
This study is based on the premise that there are fundamental differences in tourism behaviour of immigrants in Europe, such that, there are certain ethnic and cultural determinants to travel preferences, choice and behaviour. Previous studies in Europe reveal certain socio-economic constraints that face ethnic minorities in Europe. This study sought to identify these ethnic determinants/ constraints of travel behaviour amongst Somali immigrants in the Netherlands. A field survey was conducted through the use of structured interviews. The interviews were conducted to twenty nine adults living in the city of Leeuwarden, Netherlands. The respondents were college students and other adults from twenty one years and above, specifically of Somali decent. The results indicated that there were in deed ethnic differences in leisure and tourism behaviour of Somali immigrants to the Netherlands. The Bantu Somalis were more liberal and would adapt more than the other Somalis when they come into contact with other cultures. Travel preferences of these respondents were based on their personal values; personal liking; family ties and the level of interest of places to travel. Racialized expressions and social encounters played a pivotal role in the way the Somalis living in the Netherlands chose to travel and engage in their daily and leisure activities. These individuals were more or less influenced by other cultural contexts, therefore having significantly different preferences in leisure pursuits and travel behaviour. Majority of the findings confirmed that there were ethnic constraints and determinants to leisure and tourism behaviour of Somali immigrants in Leeuwarden, Netherlands. This work has demonstrated that there were indeed constraints experienced by immigrants and especially those of Somali ethnicity, and close attention to the experiences of other Netherlands immigrants such as those from Caribbean or Middle East should be researched on. This would help develop a broader analysis of immigrants’ forms and ways of travel and their experiences
Hotel Employment in Kenya; Contingent Work or Professional Career?
(Human Resource Management Academic Research Society, 2012) Kuria, K. Samson; Wanderi, M. Peter; Ondigi, A
While hospitality is a great industry, it presents ample opportunities as well as many challenges. The most successful worker must have positive attitude and energy in addition being naturally friendly and service-oriented. In Kenya, tourism is a major industry and a key driver towards the Vision 2030. It has made major contributions toward the country's Gross Domestic Product (GDP), over the past few years and has thus contributed towards the economic development of the country. Large number of international travelers come to this country and embarks on adventure safaris, which helps in generating revenue for the country. Tourism has also helped in providing employment to a large number of people in Kenya. The hotel industry has also flourished because of this reason. A large number of hotels are regularly coming up over here to provide accommodation to the tourists visiting here for a holiday. Tourism generates revenues of nearly $500million per year. The purpose of this study was therefore to evaluate and assess employment as well as career growth in this industry. The study adopted descriptive survey research design. Simple random sampling method was used to pick respondents for this study. Subjects for this study included 493 non-management employees working on permanent basis in the selected hotels. This study therefore involved a total of 133 permanently employed staff working in these star-rated hotels. Data from the respondents were collected using both structured and unstructured questionnaires. Descriptive statistical tools such as means, standard deviations ratios, percentiles and correlations were used to present the study findings. The results indicated that majority of workers in hotel jobs in Kenya (51%) had diploma certificate while 33% studied up to secondary level (Kenya Certificate of Secondary Education) without any post secondary qualification. The study further established that, only 10% were degrees holders and only 5% had post graduate qualifications. The results also indicated that training, experience, age, promotion and the hotel star-rate were key factors in determining the length of stay in hotel job or moving to other unrelated careers. The study therefore recommended that, the management to look into the employee welfare such as salary among others to motivate them. The study further recommended the improvement of working conditions in the hotels to boost employees’ morale. These were recognized as the ingredients to employee commitment to the organization and establishment of employee’s career growth in the industry
Tourism in Kenya: An analysis of strategic issues and challenges
(2012-01) Mayaka, M. A.; Prasad, H.
This paper examines the current situation of Kenya's tourism based on analysis of various secondary sources including government records, news articles, a corpus of academic papers and discussions with industry players both face-to-face and through the internet and telephone conversation (providing valuable primary in-put). A brief historical context is presented and a modified version of the generic political, environmental, socio-cultural, economic and legal (PESTEL) using the symbolism of centripetal force is used to discuss the key challenges and opportunities facing Kenya's tourism. In this symbolic framework, tourism sector is depicted as being surrounded by various external constraining forces. The paper argues that the unstable state of the tourism sector under the influence of these forces must be the focus of a concerted strategic initiative to leverage Kenya as a competitive destination, particularly given its comparative advantage in form of tourism resource endowment. This assertion is based on the fact that various fragmented attempts to ameliorate the situation have yielded limited success.
Hospitality Industry Employer’s Expectation of Employees’ Competences in Nairobi Hotels
(Journal of Hospitality Management and Tourism, 2012-04) Kamau, Sarah W.; Waudo, Judith N.
The purpose of the study was to determine the expectations of hospitality industry employers on employees’ competences. The sample (106) was made up of Human Resource Managers (HRMs) Head of Departments (HODs) and employees. Results indicated a big differential on employers and employees’ expectations on communication skills, specific technical skills, computer, good work habits, customer service and self-discipline. The employees’ expectations were higher than that of the employer’s apart from conflict resolution and multi-skilling where the employers’ expectations were higher. In addition, there was a significant relationship between employer’s expectation of employee competences and the hotel classification. It is only in computer skills (p = 0.04) where there was no significant relationship. The findings suggested the establishment of hospitality industry standards which should be communicated to all employers, employees and training providers. The industry and training provider to be linked and both should embrace the use of updated management to be globally competitive.
Factors Influencing Labour Turnover in Three and Five Star - Rated Hotels in Nairobi, Kenya
(2012-09-24) Kuria, Samson; Wanderi, Peter; Ondigi, Alice N.
Labour turnover continues to be a contentious issue in the hospitality industry. Employers see the process of staff leaving and being replaced as a natural and inevitable feature of the industry. Labour turnover represents direct cost to organizations. It affects organizational growth, profitability and customer satisfaction. Previous studies done on other parts of the world reveal this phenomenon as costly and subsequently create operational difficulties in the workplace. In Kenya, very little has been documented on labour turnover index rate and mobility rate within the hospitality and tourism industry. This paper is based on a study to be completed in April 2011. The main purpose of this study was therefore to determine labour turnover levels in three and five star-rated hotels in Nairobi city. Nairobi city has seven hotels which are classified as five star and nine hotels which are classified as three star hotels. The study adopted descriptive survey research design. Simple random sampling method was used to pick respondents for this study. The results indicated that, labour turnover higher (68%) in the three star-rated hotels compared to 13% in the five star-rated hotels. The results further indicated that, training, experience; age, promotions and the star-rating of the hotels were key factors in determining labour turnover. Major recommendations of the study are that, hotels should initiate employee retention programmes as human capital is the most valuable asset in all organizations. Subsequently, the hotel management to review the employees’ welfare conditions such as introducing flexible work hours to the employees in order to balance individual work and personal life among other incentives.
Assessment of Causes of Labour Turnover in Three and Five Star-Rated Hotels in Kenya
(2012-09-25) Samson, Kuria; Ondigi, Alice N.; Wanderi, P. M.
Studies done regarding labour turnover in the service industry across the world indicate that, the hospitality sector leads with many employees’ changing jobs from time to time. Subsequently, some causes of labour turnover are believed to be industry-specific. Both the internal and external causes of labour turnover affect the growth, profitability and customer satisfaction whenever it occurs in the workplace. Employers see the process of staff leaving and being replaced as a natural and inevitable feature of the industry. In Kenya, very little has been documented on the causes of labour turnover. This paper is based on a study completed in April 2011. The main purpose of this study was therefore to establish the internal and external causes of labour turnover in three and five star-rated hotels in Nairobi city. Nairobi city has seven hotels which are classified as five star and nine hotels which are classified as three star hotels. The study adopted descriptive survey research design. This study involved a total of 133 permanently employed staff working in these star-rated hotels. Simple random sampling method was used to pick hotels as well as the respondents for this study. The Employee Attitude Survey revealed that, lack of balance between work and personal life was a major cause of job resignation (32%) while lack of staff involvement in decision making and creativity was (56%) respectively in both set of hotels. Consequently, employees were familiar with job requirements and departmental mission statements. The need to create conducive work environment probably prompted them to ask for flexi- hours. Poor remunerations were cited with over 60% of the respondents dissatisfied. More so, was the undefined rewarding system where 46% of the respondents strongly disagreed. The study therefore recommended that, the management should improve the working condition for the employees as well as establishing training policies that equip employees with job requirements and expectations. Finally, the need to establish a rewarding system that would motivate workers other than monetary remunerations is also recommended.
The Influence of Poverty and Well Being of the Elderly People in Nyanza Province, Kenya
(2012-09-25) Ondigi, Alice N.; Ondigi, S. R.
Kenya’s population aged 60+ is estimated to be 1.8 million, that is, 9% of the total population and is projected to increase to about 2.2 million by 2012. This raises questions as to the socio-economic situation and well-being of the older population given the prevailing economic conditions and decreasing family sizes occasioned by family planning and the migration of the youth to urban areas in search of employment. A descriptive study using quantitative survey questionnaires, qualitative interviews and observation checklist was conducted among a sample of 120 older men and women aged women aged 60+ in three districts in Nyanza province. The majority (57%) of older people earned incomes of less than Ksh. 2000 (US $25), older people’s major source of income was from small-scale growing and selling of vegetables, eggs, milk, and fruits. The majority of the sample (64%) had only completed primary education, 68% had low food nutrient intake, 66.7% hypertension, 13% diabetes, 73% joint aches, 22% suffered from HIV/AIDS, 29% were affected by HIV/AIDS, 77.5 of women had menopause related discomforts, and 19.2% of men had prostate problems. Although 82% had geographical access to health facilities, services were experienced as unaffordable or inadequate. In conclusion, older people’s poverty produces vulnerability to malnutrition and untreated degenerative diseases. Dependence on help from children and well-wishers is older people’s main, but inadequate, resource for trying to cope with this vulnerability. Despite formal government commitment, concrete policies to ensure the economic well-being of older people are absent. National level research to establish the nature and determinants of older people’s socio-economic situation is needed to promote and inform such policy development.
Examining Kenya’s Tourist Destinations’ Appeal: The Perspectives of Domestic Tourism Market
(journal of tourism and hospitality, 2012-09-27) Ndivo, R. M.; Waudo, Judith N.; Waswa, F.
Kenya’s tourism activity has always been centered on the coastal beaches and a few game parks despite of being endowed with a unique combination of tourist attractions spread throughout the country. Noting this skewed nature of tourism development, this study aimed at investigating the status of appeal of the different Kenya’s tourist regions from the perspective of the domestic market with the goal of examining the efficacy of the destination appeal enhancers. Data was collected using semi-structured questionnaires and analysed using mainly descriptive statistics. The study found out that while majority of Kenyans considered taking a holiday as being important to them, a significant majority of them were not be aware of most of the country’s touristic attractions and hence, frequented only a few of the country’s attractions, mainly the coastal beaches. Further, the study found out that the most important sources of travel information available to Kenyans were personal experience and information from significant others; travel marketers were considered as being the least significant source of information. The study thus, concluded that the limited scope of tourist activities available within most of Kenya’s attractions, coupled with the limited sources of travel information may actually be leading causes of the lack of awareness and popularity of most Kenya’s tourist attractions. This study thus, recommends a deliberate effort on the part of the tourism policy makers and marketers to enhance the appeal of all the country’s attractions and position them as destinations in their own right. This would call for the adoption of a tourism development strategy that not only seeks to promote the country as one destination with varied tourist attractions, but one that would adopt a bottom-up approach, primarily focusing on developing the individual tourist attractions as a way of ensuring a country-wide competitiveness.
From National to Regional Tourism Development Focus in Kenya: Examining the Challenges and Opportunities
(Tourism Planning & Development, 2012-10-11) Ndivo, R. M.; Waudo, Judith N.; Waswa, F.
Despite Kenya's unique combination of tourist attractions spread throughout the country, the tourism activity in the country has always been almost exclusively centred on two geographical regions: the coastal beaches and a handful of game reserves and national parks. The goal of this study was thus to examine the reasons for the country's skewed tourism development and explore strategies of addressing the skew. The study was primarily based on documentary review of existing empirical and official government reports and other related documents. The study revealed key factors as being responsible for the lopsided development of Kenya's tourism. First and foremost, the country's tourism development policy proved to be a leading obstacle to the development of the country's tourist attractions and regions. Further, the centralised focus of Kenya's tourism planning, governance and marketing was also noted as being responsible for the skewed tourism development in the country. In addition, there was an evident lack of consensus on the demarcation of the different tourist regions in the country by the key tourism development agencies and stakeholders. It was also noted that Kenya lacks a tourism master plan, a roadmap to guide the development of the industry. Other factors included lack of awareness of the different attractions in the country and the passive role of tourism marketers in packaging and promoting the different tourist attractions in the country, only concentrating on the traditionally popular ones. The study thus recommends the adoption of a regional tourism development focus in Kenya that would facilitate the development and positioning of the different tourist attractions and regions as destinations on their own right. Unlike the centralised approach, this model would recognise the varied needs, level of maturity and vision of each region and be supported within the context of the existing national and county framework.
Application of destination choice model: Factors influencing domestic tourists destination choice among residents of Nairobi, Kenya
(Tourism Management, 2012-12) Mutinda, R.; Mayaka, M. A.
The objective of this study was to assess the status of Kenya's tourist destinations and the factors that determine their choices among the residents of Nairobi. The study adopted a cross-sectional descriptive survey design that covered 118 respondents randomly selected from adult patrons at an up-market shopping mall in Nairobi. Data were collected using self-administered questionnaires. The Hypotheses were tested using chi-squares and Pearson Product–Moment Correlation at 95% confidence level. The results indicated that tourism in Kenya is almost exclusively centred on the south coast beaches and a handful of game reserves or national parks. The Kenya's domestic tourist market considered individual trait factors as being more significant in determining the choice of a holiday destination than the environmental factors. The findings further indicated that the factors that motivated Nairobi residents in the choice of domestic tourism destination in rank order include: knowledge and adventure; economic concerns; personal safety; destination information; travel arrangement; destination features; family and friends; leisure and relaxation; religious and cultural considerations and travel bragging. Statistical tests failed to reject the hypothesis that majority of Kenya's domestic tourist attraction areas do not fall within the evoked set of the destination choice model. Keywords Tourist attractions; Tourist regions; Tourist destinations; Destination choice sets; Holiday packages; Domestic tourism; Domestic tourism market
Benefits of Slum Tourism in Kibera Slum in Nairobi, Kenya
(2013) Chege, P.; Mwisukha, A.
The study focused on assessing slum tourism as a viable tourism option. The objectives were to: determine the main tourism attraction in Kibera slum, establish the perceptions of Kibera’s slum dwellers, Kenya Tourism Board and Victoria Safaris towards slum tourism, determine the benefits of slum tourism to Kibera slum dwellers. The exploratory and descriptive survey research design was used. The target population of the study was 800,000 residents of Kibera slum who live in a total of 12 villages, 160 employees of Kenya Tourism Board (KTB) and 38 employees of Victoria Safaris. The sample size was 472 respondents, 384 from Kibera, 50 from KTB and 38 from Victoria Safaris. Simple random sampling was used to select 6 (50%) villages in Kibera. Snowball sampling method was then used to select respondents in those six villages. The initial subjects were identified using purposive technique. The subjects from the KTB were selected using convenient sampling method while all subjects from Victoria Safaris participated. Data was collected by the use of questionnaire. A pilot study was run in Kisumu dogo slum village. Reliability of the instrument was determined during the pilot study using test re-test technique. There was a strong liking for slum tourism across all categories as majority, 396 (83.9%), view it as beneficial to the slum residents in improving their living conditions. Observing residents’ life style and taking photographs were identified as major tourist activities in Kibera slum. The study recommends that there should be a deeper participation of residents in running and making decisions on slum tours to increase benefits to the residents. There is also need for government to develop a policy whose aim is to guide on ways of conducting slum tours. There is also need for Ministry of Tourism to educate the residents on how to take advantage of the venture and open up businesses like tour firms and how to provide other services in order to reap the benefits of slum tourism.
Gaining Competitive Advantage in Hotels through the Application of Information Technology: a case of 2 - 5 star rated hotels
(Moi University, 2013) Kagumba, Leah wamuyu K.; Maringa, Paul Mwangi
This study was a response to the present crisis in Kenyan hotels that are threatened by a dwindling international market share. It sought to establish a clear relationship between Information Technology Application as the independent variable, and Competitive Advantage, the dependent variable. A number of previous studies have suggested that Information Technology (IT) can be used as a strategic instrument that enables a company to achieve Competitive Advantage. In this study the effects of applying information technology on Competitive Advantage were measured through the seven dimensions of the construct, Competitive Advantage Provided by an Information Technology Application [CAPITA]. These dimensions are: Primary Activity Efficiency, Support Activity Efficiency, Resource Management Functionality, Resource Acquisition Functionality, Threats Response, Pre-emptiveness, and Synergy. Information was surveyed in Nairobi city, the Kenyan Coast and Nature Reserves Clusters, using the cross-sectional exploratory survey research design. The study used structured interview schedules as data collection instruments. The study focused on 2,3,4, and 5-star rated hotels, which constitute a significant 79 per cent of the total number of 2 to 5-star rated hotels in the country. Cluster and stratified probability sampling was complemented with simple random probability sampling. With complex sampling 30 respondents in management were interviewed from 30 hotels within the three principal tour circuits in the country. Data was gathered in the ordinal scale of measurement and Spearman's rank correlation analysis and its related test of significance were applied appropriately to the data. The study established that the seven dimensions of the CAPITA construct do respond to the Application of IT in hotels. This study has also successfully proven the alternate hypothesis: there is a relationship between the Application of information technology and Competitive Advantage in Kenyan hotels. The analysis confirmed a strong correlation between the response of Competitive Advantage in the seven dimensions of the CAPITA construct of hotels, to the Application of IT in hotels, as well as with their star rating or the quality of facilities and personnel in hotels.

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