PHD-Department of Hospitality Management

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Influence of servicescape on customer satisfaction in restaurants within classified hotels in Nairobi County, Kenya.
(2011-05-08) Ngonyo, Kamau Beatrice
The study sought to investigate factors influencing the provision and consumption of African traditional foods in classified and unclassified restaurants in Nairobi. The specific objectives were to determine the socio-economic status of customers, examine factors influencing customer preference towards traditional foods and establish factors influencing the restaurants' menu concept. The findings of this study will be of great help to the restaurateurs in Nairobi as they will provide them with concrete scientific data about African traditional food lifestyles, beyond their own market research. These would guide them on what to give preference to in their menus in future. It will be beneficial to the social researchers too as they could use the findings to know if traditional foods could be used to enhance cultures and promote tourism. The study adopted the descriptive survey design which was used to gather information from a portion of the population. The accessible population was classified and unclassified restaurants which offered African traditional foods. The sampling frame consisted of three (3) classified restaurants and eighteen (18) unclassified restaurants making a total of 21 restaurants. Purposive and systematic random sampling was used to select the restaurants. Respondents were drawn from restaurant managers and customers in those restaurants. A total of twenty one (21) food and beverage managers were purposively selected and interviewed while 425 customers filled questionnaires. Both quantitative and qualitative data collected was analyzed using the Statistical Package for Social Sciences (SPSS) and presented using charts, tables, bar graphs, percentages and frequencies. Chi-square test (x2) was used to establish relationship between income and nutritional value. A multiple regression was also used to determine the best predictor variables for how often one eats traditional foods. The findings revealed that those who were mostly eating the traditional foods in the selected restaurants are people in their middle and old ages, the foods are not popular with the young people. It was evident that those eating the traditional foods are people who are well educated, have good jobs and earning high incomes. Most of the customers eat traditional foods daily. The following factors were rated highly by the customers as the core reasons for eating traditional foods; taste, nutritive value, enhancing cultural values and medical reasons. Chi-square results (x2) revealed that there was no significant association between income and nutritional value as a reason for preference towards traditional foods. Multiple regression results showed that income was the best predictor of how often one eats African traditional foods. Results revealed that the restaurant managers introduced the African traditional foods in restaurants in Nairobi recently. The following reasons were given for introducing the African traditional foods; health nutritional value, enhancing cultural values and customer requests. Results too revealed that traditional foods were popular. The study recommended that young people should be encouraged to eat the traditional foods, the Ministry of Culture and National heritage should hold more campaigns to popularize African traditional foods and Ministry of Agriculture (MOA) to motivate local farmers by financing them, so as to grow more of the local foods as demand is increasing. Further research should be conducted to find out why the young people are not eating the traditional foods.
Mass customisation as a business strategy for five star hotels in Nairobi, Kenya
(2011-08-24) Khayiya, Rosemarie Ayuma
Mass production as a paradigm of marketing management has dominated the world industrial production. Competition and changing consumer tastes and preferences show that, mass production is not enough to keep businesses going. Companies are shifting from the paradigm of mass production to mass customisation. The purpose of the study, therefore, was to establish the suitability of mass customisation as a business strategy for five star hotels in Nairobi, Kenya. To achieve this, the study sought to: find out the level of awareness of the mass customisation concept among five star hotels; establish customers' attitudes on the utilisation of mass customisation; identify factors which enhance or retard the application of mass customisation and determine factors that influence the length of stay and reasons for visiting the five star hotels. The study used a descriptive survey design. The target population were all the fourteen five star hotels in Kenya. The study limited itself to Nairobi. Three questionnaires and interview schedule were used to collect the data. Socio-demographic data was analysed by use of percentages and frequencies. Relationships between independent and dependent variables were analysed using cross tabulations and Chi-square tests. Multiple regression analysis was used to determine the best predictor variables for length of stay and reasons for visiting the surveyed five star hotels. This study established that there was a difference in the levels of awareness of the concept of mass customisation among the surveyed five star hotels, with some hotels being more aware of the concept than others. Findings of the study also revealed that mass customisation aspects varied on the degree to which they influenced the length of stay and reason for visiting the five star hotels. Though all the variables considered did contribute to length of stay and reasons for visiting the five star hotels, not all were significant on Chi-square analysis. Some of those factors which were insignificant under Chi-square tests were found to be significant in the multiple regression models. Additionally, controlling specific variables not only made tea/coffee making facilities and healthy eating options critical predictors of the reason for visiting the hotels, but they also made significant contributions to the model. This research also established that hotels were not flexible enough to accommodate customer requests not normally provided for. Finally, findings showed the awareness levels of mass customisation varied across hotels and customers were not allowed to input in the design of products, implying that hotels were insensitive to customer requirements. Mass customisation is also not yet fully conceptualised by most of the five star hotels, and most hotels have not internalised the basic tenets. Based on findings, it was recommended that: hotels involve customers in the design of products to ensure tailoring of products to customer needs; due to the fact that customers are diverse in their needs, it is practically impossible to have all the necessary facilities and expertise to meet these needs, which then calls for outsourcing and/or consultancy; the hotels need to be flexible and dynamic to adapt to an ever changing environment.
Customer satisfaction and loyalty in the application of the all-inclusive holiday concept at the Kenyan Coast
(2012-04-12) Mutisya, Mary M.
All-inclusive holidays can be defined as those where all travel, accommodation and a substantial amount of food and drink, together with activities such as entertainment, trips or sports coaching are included in a pre-paid price while booking. The all-inclusive holiday concept was first introduced in the in 1840s, and later re-emerged in the 1930s. The concept exploded in the Caribbean in the 1950s and was introduced in Africa in the 1980s. An explosion of the concept was later realised along coastal strips in the late 1990s. At its inception, the all-inclusive concept was a fundamentally different holiday where a guest had to carry no form of currency, paper, coin or plastic to a hotel, resort or while on a cruise. With time it was realised that the application of the all-inclusive concept had been modified and varied from the original. Due to its modification, the validity and efficacy of the concept has been questioned particularly with regard to service procedures, professionalism of the personnel employed, value for money, quality of food, drink and accommodation offered; quality of tourists it attracts, and the spillover effects to the host country. The general objective of this research was to analyse the all-inclusive holiday concept as applied in Kenya. To achieve this, the study used four specific objectives to profile the application of all-inclusive practices, assess service delivery versus customer expectations, identify important attributes to customer delight and assess the relationship between customer delight and customer loyalty. The study reviewed literature on the all-inclusive holiday concept across different countries; customer satisfaction, delight and loyalty. The study used a conceptual model, theoretical model and operational model to link theory to practice. The theoretical models used were the SERVQUAL Model, Expectancy Disconfrrmation Model and Kano's Satisfaction Model. The study used a cross-sectional survey design to collect information from the vacational hotels at the Kenyan coast. Purposeful and stratified systematic sampling techniques were used. A sample size Of 209 respondents was obtained. The research instruments were questionnaires, interviews and observations. The data analysis involved use of descriptive statistics where frequencies, content analysis, the servqual research instrument and factor analysis were used to identify the correlations among variables. Hypotheses were tested using t-test, chi square and non-parametric correlations. The findings of the study show customer satisfaction level averaging between satisfactory to fairly satisfactory. Further, there was a discrepancy between customer expectations and customer perceptions. A linear relationship between customer delight and customer relationship was established. For the concept to remain viable in Kenya, the current mode of its application and marketing needed to be revised. The study proposes a new approach to marketing and applying the all-inclusive concept. Such an approach would involve the intervention of the Ministry of Tourism and the local hospitality practitioners. The study suggested further studies to compare and benchmark the application of the holiday concept with other parts of the world including the Caribbean Islands where the concept is well-grounded.
Measuring efficiency and benchmarking classified two-five star hotels in Nairobi and Mombasa, Kenya
(2012-12-04) Gesage, Methuselah B.; Keren Mburugu; Diana Mukwate Muchai
The Government of Kenya recognizes the role played by hotels and restaurants in terms of wealth creation, contribution to Gross Domestic Product (GDP) and its multiplier effect that acts as a stimulus to the growth of other sectors such as transport, entertainment, agriculture, trade and industry. There are a limited number of detailed studies into performance measurement practices in the hospitality industry in particular. Most of the previous studies in the hotel industry have used traditional financial ratio analysis such as return on equity or return on assets. Few studies have used Data Envelopment Analysis (DEA) for the hotel sector. The purpose of this study was to measure the relative efficiency of the hotels in Nairobi and the Coast region· using Data Envelopment Analysis. The objectives of this study were; to measure the efficiency level of 2-5 hotels, to profile the hotels based on their performance, to analyze their efficiency distribution and to identify the determinants of efficiency differences. The study was a longitudinal survey in which data are collected for each variable for two or more distinct periods; 2007, 2008 and 2009 being three such distinct periods. The study was carried out in Nairobi and Mombasa and was limited to two-five star hotels. The study sample consisted of 36 hotels. Data for 2007 to 2009 collected through interviews. The results revealed many hotels were in private independent ownership particularly in the three star rating. International chains owned most of the five star hotels. The hotels generated most of their revenue from room sales. There was a general decline in revenue from rooms in 2008 attributed to the post election violence. Technical inefficiencies of the hotels were mainly due to the pure technical inefficiencies rather than the scale inefficiencies. These hotels were ineffective in converting inputs to outputs. The results further revealed that four and five star hotels had declining efficiency scores from 2007 to 2009. In 2007 22 % of the hotels were operating under decreasing returns to scale while 8.3% operated under increasing returns to scale. In 2008, 19.4% of the hotels operated under increasing returns to scale while 13.8% operated under the decreasing returns to scale. In 2009 33% of the hotels operated under the increasing returns to scale whereas 19.4% operated under increasing returns to scale. There were no significant differences in the efficiency scores for two and three star hotels as one set and four and five star hotels as a second set. There were equally no significant differences in the efficiency scores for the hotels found in Nairobi and Mombasa and also between chain and independent owned hotels. Generally, there was no significant difference in the efficiency scores between the different hotel sizes. The main determinant of efficiency was the location of the hotels. The study recommends that the hotel managers address their hotel's internal weaknesses in their day to day hotel operations if they are to be more efficient. One of the conclusions of this study is that all the hotels studied had declining efficiency scores from 2007 to 2009. A policy implication for the managers of the inefficient hotels is that they should borrow the best practices of their efficient peers if they have to raise their hotel's performance. Another policy implication for investors is that one can invest confidently in Nairobi since the efficiency of the hotels in this region is likely to be higher compared to those in Mombasa.
Yield Management Strategy in Kenya’s Town Hotels: Opportunities and Scope in Room-Stock Management
(2014-02-19) Miricho, Moses Ngatia; Mbithe, Dorcus; Sikalieh, D.; Okwach, Silvester
Tourism in Kenya is not only cyclic, but suffers heavily from national and international politics. The result is an uncertain future for the country‟s hotel-bed occupancy. Part of the bed-occupancy solution may be found in creating a Kenyan Yield Management (YM) culture. YM has established an impressive record of benefiting space constrained operations including airlines, tourism facilities, and sporting avenues during low demand periods and excess demand periods. The main objective of this study was, therefore, to investigate the scope and application of YM in Kenya‟s town hotels, creating a room-stocks YM model for Kenya‟s hospitality manager. Consequently, the approach was through an attempt at establishing the capacity-utilization efficiencies of using the various YM ingredients, through the performance indicators of occupancy. The study, therefore, sought to determine both the YM status of the town hotels population in Kenya and their occupancy performances. Literature was reviewed through the five YM ingredients with occupancy being confirmed as the appropriate measure for evaluating the sample hotels‟ performances. The study‟s sample size was 46 hotels of Kenya‟s 53 registered town hotels; in effect a census was carried out on the total population of Kenya‟s registered town hotels. Data were collected using structured questionnaires, and focus group discussions, while the validity and reliability of the instruments were enhanced by pre-testing the tools. Cross tabulation and Chi-square analyzed the YM applications and occupancy performances to establish the relationship between the two variables. The analysis revealed that a significant statistical relationship existed between all the five YM ingredient applications and occupancy performances (p<0.001 to p-0.047). The results suggested that the application of YM, improved the hotel‟s occupancy performances, giving competitive advantage to hotels that had implemented YM and its ingredients. Moreover, multivariate regression analyses confirmed fourteen ingredient elements as the best occupancy predictors, making significant (p<0.001 to p<0.05) contributions to the town hotels occupancies. These determinant variables were assembled into an YM outcome model and presented as the most effective YM ingredient predictors for a hospitality facility. In addition, a leaner version of the model was also identified for the smaller hotel facilities and the budget constrained. A total of seven determinant variables with the biggest B coefficient values were identified and recommended as making the better contributions to occupancy. These predictor variables could then be implemented gradually starting with the variable with the highest impact (coefficient), increasing implementations as circumstances improve.
Hotel General Managers Perception of Factors Related to Women Career Progression in the Hospitality Industry at the Coast Region of Kenya.
(2014-03-06) Nzioka, Alice Mueni; Ondigi, Alice N.; Khayiya, Rosemarie Ayuma
This study was a descriptive survey and the research methods employed included both quantitative and qualitative. The study was conducted in the coastal region of Kenya. Records held by the Kenya Association of Hotel keepers and Caterers indicate that out of sixty six (66) hotel general managers for classified hotels at the coast region of Kenya only (3) 4% of women are in top management positions. The study sought to determine the factors that affect women career progression in the hospitality industry and the hotel's general managers' perceptions of such factors then determine whether the perception of the hotel general managers affects women career progression in the hospitality industry in Kenya. The literature outlined the theories that relate to women's career progression, discussed the role of women managers in the hospitality industry and reviewed previous studies on the factors that affect women's career progression. The population for this study comprised hotel general managers, departmental heads and supervisors from classified hotels at the coast and classified hotel owners operating hotel businesses at the coast region of Kenya. The study employed stratified random sampling technique and the respondents were purposively selected. The sample size for this study was thirty seven men and three women general managers, forty three female hotel departmental managers and supervisors and three chain hotel owners. To establish validity and reliability of the instruments a pretest was conducted and the coefficient of internal consistency-the split-half reliability method was used. The study used questionnaire; Focus Group Discussions and Personal Interview methods to collect data. Descriptive statistics, Content analysis, Pearson's correlation analysis and multiple regressions were used for data analysis. This study identified Job related characteristics, Socio-cultural and organizational factors, work and family conflicts and gender discrimination as the factors that affect women's career progression in the hospitality industry in the coast region of Kenya. Job related characteristics had significant positive relationship with work and gender discrimination r = 0.991, p
Choice of Hotel Facilities by Guests with Physical Disabilities in Nairobi, Kenya
(2014-03-06) Murungi, Charles Muthamia; Khayiya, Rosemarie Ayuma; Ondigi, Alice N.
As effort is made to boost tourism in the country, hotels and tourism planners must identify areas with growth potential or identify niche markets as a potential new source of tourists both locally and internationally. Persons with disabilities comprise one such market. This study sought to find out priority considerations in the choice or preference of hotel facilities by PWPDs in Nairobi and in the process identify the unfulfilled gaps in product and service delivery so as to make hotels friendlier and more sensitive to guests with disabilities. The study had seven objectives namely; to determine experiences of guests with physical disabilities when using hotel products and services; to establish attitudes and perceptions held by guests with physical disabilities towards hotels, their products and services; to find out whether persons with physical disabilities experience any discrimination in Kenyan hotels and responses to discrimination by persons with physical disabilities; to determine credibility of sources of information as perceived by persons with physical disabilities while sourcing for hotel products and services; to categorize challenges faced by persons with physical disabilities while using hotel products and services; to find out social motivations of persons with physical disabilities while using hotel products and services and lastly to determine best predictor variables for choice or preference of hotel facilities by PWPDs. A cross sectional survey design was adopted for this survey which was conducted in the County of Nairobi; Kenya. The population under study covered persons with physical disabilities. A total of 356 usable participant surveys out of the targeted 361 were analyzed yielding a response rate of 98.6%. The study utilized semi-structured questionnaires and personal interviews to obtain data. Data analysis involved quantitative techniques for data analysis which was a combination of various descriptive and inferential statistical techniques. Pearson Product-Moment Correlation Coefficient was used to measure the strength of linear dependence between each variable used in the study and the choice or preference of hotel. Multiple Regression was used to determine predictor variables influencing choice or preference of hotel facilities by persons with physical disabilities in Nairobi. It was found that majority of the survey respondents had positive experiences while visiting hotels in the country and that many of them did not feel discriminated against by hotels (p-value <0.001); it was also found that persons with physical disabilities in Kenyan hotels were still not in a position to fully participate in leisure activities when visiting hotels due to lack of upgraded sports equipment (p-value <0.00l). Findings also revealed that persons with physical disabilities found Kenyan hotels to be ignorant in terms of arrangements needed for and knowledge of persons with disabilities (p-value <0.001). Findings also indicated that previous experience was the most credible source of information closely followed by recommendations from friends with similar disabilities. Findings also revealed attitudes of managers and staff to be the most difficult challenge for persons with physical disabilities while using hotel products and services and that visiting family and friends were the most important social motivator. Three (3) factors namely information sources, challenges faced by persons with disabilities and interventions by the Government and hoteliers pertaining matters with a bearing on PWDs (all at a p-value <0.001) were the best predictor variables that influenced the choice or preference of hotel facilities by persons with physical disabilities.
The efficacy of park branding in influencing choice behavior of tourists to Kenyan parks
(2014-08) Maingi, Shem Wambugu
Kenya‟s tourism sector remains relatively underdeveloped, compared to other destinations globally, in terms of number of tourists, yield and diversity of experience. As a result, there was need to assess the efficacy of the Vision 2030 park branding initiative as a means of influencing consumer markets positively in premium & under-utilized in Kenya as a key issue of concern in research, policy and practice. Specifically, the key objectives of the study were to profile choice behaviour of tourists visiting branded parks in Kenya; to examine antecedent factors influencing tourists‟ choice behaviour; to evaluate tourists‟ perceptions of park brands in Kenya and their choice behaviour and to explore the influence of brand personalities on choice behaviour of tourists to Kenyan parks. The study was undertaken by way of a cross-sectional descriptive survey of tourists visiting a clustered sample of branded national parks in Kenya. Two-stage cluster sampling technique was adopted in coming up with a representative sample. Primary data was collected through questionnaire responses from an estimated 385 tourists visiting the parks. Findings based on the first objective indicated that the parks attracted different segments of tourists. These segments were classified as either primary or secondary segments. Hierarchical Cluster analysis showed significant predictors within each cluster segments. Based on the second objective, Choice of Nairobi National Park was significantly influenced by the state of roads and infrastructure, travel agency recommendations, local culture, reference from tour operators, and accommodation quality. As for Lake Nakuru National Park, choice was significantly determined by travel agency recommendations, information on the web, cost of holiday and accommodation quality. Choice of Hell‟s Gate National Park was significantly influenced by the state of roads and infrastructure, references from tour operators and accommodation quality. In terms of the external tourist perceptions to the park brands, Tourists‟ brand perception of Hell‟s Gate National Park significantly influenced brand differentiation as well as revisit intentions positively. As for Lake Nakuru National Park, the tourists‟ park brand perception moderately influenced revisit intentions. There was very strong evidence to suggest that in Nairobi National Park, tourists‟ perception of the park brand significantly influenced brand differentiation, recommendation and revisit intentions of tourists. As for Aberdares, there was strong evidence to suggest that the park brand perception significantly influenced recommendation and revisit intentions though it did not significantly influence brand differentiation. Results on objective four indicated that Lake Nakuru National Park brand personality significantly and negatively influenced brand differentiation. Nairobi National Park brand personality significantly and positively influenced all behavioral intentions of consumers i.e. revisit, recommendation and differentiation. Hell‟s Gate National Park showed a significant degree of brand salience. The park‟s brand personality did not significantly influence brand differentiation, recommendation and revisit decisions of tourists. Aberdares National Park brand personality did not significantly influence brand differentiation, recommendation intentions and revisit intentions. Generally, the findings showed that there were five key aspects of the brand that were critical in determining choice i.e. connection to personal/demographic factors, contextual factors, internal park brand personality, external park brand perception as well as brand awareness. Therefore, there is a need to enhance the nature of their experiences and post-visit intentions by responding with a branding strategy that differentiates the parks and enhances the brand identity as well as association. This study recommends the need for the park brand‟s personality and (or) uniqueness be revealed better through marketing concepts that are linked to historical, ecological, socio-cultural values of the park. This way, the park‟s brand personality could positively influence choice behavior of targeted market segments. There is also need for tourism stakeholders to apply a targeted brand communication policy to key segments. It is also important that tourism policy addresses the need to develop a coherent and sustained information promotion of KWS park brands based on market needs, at the international, regional, national, county and city level.
Service, quality evaluation and management practices of guest houses in Mombasa island, Kenya
(2014-09-09) Opondo, Josephine A.
Guest houses offer an opportunity for entrepreneurs to offer accommodation services at more affordable rates. They have limited number of rooms and are therefore easier to operate and maintain. Additionally, Guest house operators are well positioned to experience guest complaints regarding the services that they provide. The purpose of this research was to assess the quality of services provided by guest houses in Mombasa Island as rated by guests and the supervisors and their management practices. The study had four objectives namely; To establish the dimensions of customers' satisfaction with services offered in guest houses in Mombasa Island, to determine the extent to which the customers are satisfied with services provided in the guest houses, to investigate room attendants' assessment of management practices in the guest houses and to determine the accommodation supervisors rating of the quality of services provided by the guest houses. A descriptive survey design was adopted. This research focused on the registered and unregistered guest houses in Mombasa Island. Out of the fifteen registered guest houses, three were used for pre-testing, of the remaining twelve, six were examined. The number of unregistered guest houses, was estimated to be thirty three; a third of the numbers were researched on. Simple random sampling was used to select the both registered and unregistered guest houses. Convenient sampling was used for the guests, while stratified method was used for service providers. Primary data were collected through observations, interviews and questionnaires. Data collected were analyzed using both descriptive and inferential statistics. Techniques used included means and factor analysis. The findings show that clean linen, guest supplies, well lit rooms, convenient location of the guest house, comfortable bed, and friendliness and courtesy of staff, convenient location, security and safety of room are the most significant factors for the guests who visit the registered and unregistered guest houses in Mombasa Island. The results of factor analysis showed that there are two main dimensions of service quality:the physical characteristics of the guest houses and the competence and courtesy of the staff. The study further showed that the employees of the registered and unregistered guest houses in Mombasa Island are not satisfied with how the management of the guest houses handles their welfare particularly in relation to their pay, recognition of their contribution to the running of the guest houses and availing enough working materials; but feel that the guest houses are run efficiently and the staff are giving their best. Based on these findings, the study concluded that guests' expectations from the guest houses coincided with those of the guest house providers since the factors emphasized by the guests are the same accommodation supervisors rated as satisfying. However, there is need to expose staff to higher level training to improve on their professionalism and communication skills.
Manager’s Perception Towards Security Factors: A Comparative Examination of 3 to 5 Star Hotels in Nairobi and Mombasa Counties-Kenya
(Kenyatta University, 2015) Maranga, V. N.
In Kenya, tourism has been recognized as one of the key drivers of economic growth and poverty reduction. This is because tourism has a great multiplier effect that is able to catalyze growth in all sectors of the economy. The sector has been performing well and it was anticipated that international arrivals would reach the 2 million mark by the end of 2012. However, there was a decrease by 0.3% from 1.785million in 2011 to 1.780million in 2012 and 1.5 million in 2013. The decline could be attributed to the euro zone crisis coupled with perceived insecurity in the country. Kenya is ranked 135 out of 140 countries globally by the Travel and Tourism Competitive Index on safety and security concerns. Therefore, the purpose of this study was to examine the effects of insecurity on performance of the hotels. The study was guided by the following specific objectives: to determine the indicators of vulnerability of the hotel facilities towards insecurity; to find out the current hotel standards of security within the hotel facilities; to evaluate the effects of insecurity on the hotels‟ performance; to profile crime trends and security threats in the hotel industry. The study employed both quantitative and qualitative methods of data collection. The study used questionnaires and interviews to collect data. The study adopted a cross-sectional analysis using a sample of 160 respondents. Nairobi hotels were less vulnerable than hotels in Mombasa. This implied that investors have more confidence in Nairobi than Mombasa due to favorable conditions such as safety and security of guests; The age of the hotel did not affect security levels of the establishments; security is a multiplicity of factors interaction and not a single consideration; The quality, security, age and occupancy rate of hotel are potential factors affecting the costs for operating and maintaining the hotel There was significant difference in training across the two regions with Mombasa doing it more frequent compared to Nairobi (p value<0.001).There was a gap between the training and the application of the security procedures. On the cost of security expenditure, Nairobi had invested more than Mombasa. The increase of security costs has led to increase of recovery rates. Nairobi and Mombasa regions had a positive correlation between occupancy and security investment. As the hotel invested more in security devices, there was an increase in the occupancy rate. However, this was not statistically significant, as there was an inverse correlation in some of the hotels for the two regions. For instance, higher stars (4 &5) had a negative relationship of -0.87 and 0.05 respectively. The higher the occupancy rate the lower the investment of security in the hotel industry; none of the factors significantly explained the security investment among the hotels (p value > 0.05). The three factors (occupancy, star rating and region) explained only 17% of the total security investment in the hotels, leaving 83% of the investment unaccounted for. This indicates that investment in security among the hotels is explained by factors other than occupancy, star rating or region. The study recommends that hotel staff needs to have specialized training on security matters at higher levels to be able to respond to different threats in hotel industry. Training should commensurate to the needs of the hotel industry. There is need to capacitate the security guards, so that they will be able to expand their scope of security within the hotel industry. There is also need to continually develop security strategies to meet the evolution of security challenges in the hotel industry. At the same time there should be uniform platform of security procedures in the hotel industry to be consistent with internationally security standards.
Influence of occupational hazards on employees’ Job performance in housekeeping department of budget hotels in Kaduna Metropolis, Nigeria
(Kenyatta University, 2015-11) Rakiya, Ladidi Abubakar
Evidence has accumulated to suggest that occupational injuries are on upsurge in developing countries such as Nigeria and little or no consideration has been paid to this trend by the authorities. In this study, influence of occupational hazards on job performance of employees of housekeeping department was studied in budget hotels. The study specifically investigated the prevalent of occupational hazards peculiar to housekeeping jobs in budget hotels, identified the preventive measures available to reduce occupational hazards and evaluated the rehabilitation measures for injured housekeepers and investigated the level of employees’ job performance. The study gives an insight into the type of occupational risks and accidents prevalent in hotel industry particularly housekeeping department. It also allows for a better understanding of working conditions of service and level of compliance of existing occupational hazards rules and regulations by both the employers and employees. The findings of the study are beneficial to all stakeholders in hospitality industry by providing necessary information that may help prevent incidences of occupational hazards, establish rehabilitation / insurance policies that will aid in taking care of the victims of occupational accidents. The findings of the study are also useful for policy decisions by stakeholders. Relevant and related literature was reviewed based on the objectives of the study. Cross-sectional survey design was used for the study. The study was carried out in budget hotels in Nigeria. The study targeted 500housekeeping employees of the hotel industry in Kaduna Metropolis. A sample of 217 employees was derived which was determined using KREJCIE and MORGAN Formula. The employees comprise guestroom attendants and laundry staff who are directly involved in the cleanliness and maintenance of hotels and bear some risk of occupational hazards, supervisors who supervised and trained the other employees in housekeeping duties and safety at workplace and executive head housekeepers who made policies on decision making. Cluster sampling technique was used to select sample from managers and supervisors. Stratified random sampling technique was used to select guestroom attendants, public area cleaners and laundry staff under the study area. Structured and unstructured questionnaires were used to collect the data from the guestroom attendants, laundry staff, public area cleaners and supervisors while interview schedules was used for executive head housekeepers. Descriptive statistics data analysis was used to analyze numerical data collected through opened-ended questions, prevalence of occupational hazards peculiar to housekeeping jobs in budget hotels, preventive measures available reduce occupational hazards and rehabilitative measures on injured housekeepers while multiple regression were used to determine the influence of the independent variables on the dependent variable. Chi-square was used to test the hypotheses. The study revealed that there are more female than male employees in hotel housekeeping jobs, there are occupational hazards that are peculiar to housekeeping jobs and there is inadequate training for employees on preventive measures. The study also showed that hospital bills which are a form rehabilitation measure for injured employees are not paid by either the management of budget hotels or the government. It was revealed that absenteeism, hospitalization, room quota and quantity of linen washed were used to measure job performance. The study concludes that incapacitated employees should be reinstated at work by employers, government should compensate injured hotel employees particularly hotel housekeepers.
Food safety and hygiene practices: a comparative study of selected technical and vocational education and training and university hospitality schools in Kenya
(Kenyatta University, 2016-06) Wandolo, Monica Akinyi
Food is a basic human need that plays a vital role in the sustenance of life. Its safety, however, has become a major concern to the food industry given that the consumption of contaminated food and water contributes to a myriad of health problems the world over. Although food prepared and served at the restaurants may look clean and taste delicious, it may have been contaminated by biological, chemical or physical hazards during the preparation procedures from the source through to service. Food workshops (kitchens) are viewed as the major sources of contaminations from poor sourcing and handling practices which include undercooking, poor personal hygiene, and use of unclean equipment, inappropriate storage and incorrect holding temperatures. Despite extensive investment in training of food handling personnel, food-borne diseases remain a contentious problem to both developed and developing nations. The general objective of this study was to compare food safety and hygiene practices in training colleges to ascertain their capacity in training food safety and hygiene practices. The specific objectives included to compare the level of hygiene awareness in Technical Industrial Vocational and Entrepreneurship Training (TVET) and University hospitality Schools, to compare food-handling practices between TVET and University hospitality schools, to establish their capacity in offering food safety and hygiene practices, to assess the applicability of HACCP pre-requisites, to determine barriers to food safety and hygiene practices in these institutions and more importantly, to determine the microbial load of vegetables served from these institutions. Hospitality training encompasses appropriate food handling procedures, careful selection of food source and use of correct equipment, proper storage, proper cleaning procedures and proper management of food waste. All University hospitality schools and food and beverage departments in TVET colleges were considered as reliable sources of information. Accordingly, the target population included both students and heads of these departments. The instruments used to collect data included questionnaires, interviews, observation checklists, photographs and focus group discussions. An observation checklist was used to assess good hygiene practices (GHP) particularly in the training workshops. Both descriptive and inferential procedures were used in data analysis and hypotheses. Chi-square was also used to test the independence of various samples. Both paired t-test and one sample t-tests were used to test for equality of various study variables in the two institution categories. All tests were performed at 95% confidence level . For microbial tests , Samples of spinach , coleslaw and mace͂ dione of vegetables (n=36) from these institutions were analysed in the laboratory to determine the microbial load, aerobic plate count and coliform. Finally, to determine the barriers to food safety, a multiple regression analysis was undertaken. The study established that the levels of awareness varied across the institutions. Out of the total number of students, 17% were not aware of HACCP principles. Institutions had no safety guidelines therefore no operational standards were followed. The study revealed that institutions were not adequately equipped, and the HACCP prerequisites were not used in most of the institutions. Multiple regression analysis revealed that lack of resources posed a serious threat to food safety and hygienic practices. The isolation of E.coli, salmonella and pseudomonas confirmed that food safety in the institutions was compromised. This study therefore recommended that HACCP food safety system be introduced in all hospitality training institutions as a measure against food contamination.
Household food security and dietary micronutrient intake among mothers in Mwea West sub County, Kirinyaga County, Kenya
(2017-01) Mugambi, Rahab Muthoni
Household food security has been the subject of many studies, majority of them focusing on members of the household other than women. The purpose of this study was to investigate household’s food security status and dietary micronutrient intake. It targeted mothers. The study was carried out in dry and wet seasons in Kangai and Mutithi locations of Mwea West Sub County, Kenya. Data were collected on socio demographics/ economics characteristics of the mothers as well as their food access and consumption behaviors, dietary intake of Vitamin A, iron, and zinc and risk factors for micronutrients utilization. The study design was cross sectional survey while data collecting instruments included a structured questionnaire and a meal preparation observation guide. Sampling techniques included probability proportionate to population and random walk and quarter to select the respondents. Data were coded, edited and analyzed using SPSS software. The findings were presented in tables, bars and pie charts while inferential statistics were used to test hypotheses. Health Canada’s, Household Food Security Survey Model (HFSSM) was used to compute food security status; Food Consumption Score tool was used to compute acceptable , borderline and poor categories of dietary intake of micronutrients and National Nutrient Data base for Standard Reference, Release 26 Software v.1.4, to compute nutrient content in foods. The food access and consumption behaviors and the dietary intake of micronutrients were found to be significantly different in the two locations (p < 0.05). An analysis of foods prepared indicated that Kangai mothers had less deficit (iron -3.9 mg, zinc -1.8mg) than Mutithi ones (iron – 9.5mg, zinc -4.1 mg). On the whole, mothers did not meet the recommended dietary allowances (RDA) for Vitamin A, iron and zinc, while food consumption score ( FCS ) tool showed that 33% (from Kangai) and 51% (from Mutithi) were categorized with poor dietary micronutrient intake . The study showed a significant difference in exposure to factors that impact on micronutrient utilization, between the two locations (p < 0.05). The conclusion was that mothers from Kangai had better socio economic status, were less food insecure, and had better dietary micro nutrient intake than the Mutithi ones, but were more exposed to risk factors for micronutrient utilization. The study concluded that 55% of Mutithi mothers were severely food insecure while 21% of Kangai ones were in similar category. On the whole, 39% of the study mothers were food secure, 21% were moderately insecure, while 40% were severely food insecure. The study concluded that mothers in the two studied locations experience chronic food insecurity and hence recommended interventions for the 40% of severely food insecure mothers through provision of clean drinking water, and facilitation with irrigation water to increase food production.
Influence of gambling on casino employees’ behaviour in Nairobi County, Kenya
(2017-07) Kinuthia, Teresa Wangui
Casinos globally generate profits for the owners and other stakeholders andincrease the overall Gross Domestic Product of a country as a result of fees generated from licensing and imposed taxes of operation.In Africa, the casino market is developing rapidly and is in a major evolution. South Africa has forty five licensed casinos followed by Kenya with thirty one. Nairobi County has witnessed an upsurge in the number of casinos in the recent times, 55% of the casinos in Kenya are in Nairobi County. This growth represents equal economic benefits which include generation of the much needed employment.However, its negative impact on the employees remains a concern. It is worth noting that exposure to gambling, work environment and casino patrons‟predisposescasino employees to problem gambling. Frontline employees must familiarize themselves with gambling simply to perform their job. This exposure may tempt them to gamble due to distorted views about winning, seeing gamblers win and being caught up in the excitement of wins.The general objective of the study was to establish whether gambling in casinos influences employees‟ gambling behavior and to what extent. The specific objectives were, to explore whether the casino work environment has an impact on the employees gambling and socio-economic behavior. It also sought to establish availability and effectiveness of staff training in responsible gambling. Remedies/treatments available for problem gamblersin Nairobi County were also identified. The theory that underpinned this study was prospect theory. The study adopted cross-sectional survey research design and collected both qualitative and quantitative data. The sample size was 247 employees. Questionnaires were used to gather data from the casino employee, which was presented intables, pie charts and bar graphs. Interview guides collected data from casino managers and Government inspectors and data was analyzed by content analysis. Categories and themes were identified and similar views from the interviews were grouped together.An observation check list was used to ascertain the environmental factors that influence casino employees‟ gambling behavior.Multiple regression analysis was used to determine the best predictor variable influencing the gambling behavior of casino employees. In general the gambling in casinos was found to contribute (57.3%) of employees gambling behavior. The study concluded the following; that casino employees gamble, exposure to gambling and casino work environment impacts on the employees socio-economic and gambling behavior. Training and treatment/remedies have no significant relationship with the employees‟ responsible gambling behavior. The study found that; there was need to educate employees on responsible gambling and recommends that the government and casino owners need to help employees manage gambling related problems by establishing gambling addiction management centers as a form of Corporate Social Responsibility. The casino employers should ensure that employees are well remunerated and working environment is conducive. The study further recommends similar studies in other regions of Kenya and online gambling which has also taken root among the Kenyan productive age group.
Factors Influencing Employee Retention in the Hospitality Industry in North-West Region of Nigeria
(Kenyatta University, 2017-10) Matazu, Muntari Ado
Employee retention is one of the main challenges faced by hospitality industry. In today’s growing competitive global economy, retaining the intellectuals is one of major concern encountered by most industries. However, it still remains one of the understudied issues by the organizations and human resource. Generally the employees leave the organization because of the job dissatisfaction of pay, job interest, job attractiveness, pleasant working condition, nature of job, job enrichment, work environment, good managerial relations, promotion opportunities, co-workers recognition, job fairness and treatment, employee selection, training and development, as well as several other variables are of great influence on the extent to which industry can retain graduate employees. This current study examined the influence of motivational factors on graduates’ perception as they relate to employee retention in the hospitality industry in North-West region of Nigeria. Four specific objectives guided this study. Firstly, to identify the relationship between organizational practices and employee retention, secondly, to find out how human resource management practices influence employee retention, thirdly to determine the rate of employee turnover, and finally, to determine motivational predictor variables influencing employee retention in the hospitality industry in North-West Region, Nigeria. The study adopted cross-sectional exploratory research design, employing both quantitative and qualitative approach in form of survey, with data being gathered via two identical likert scale type self- administered questionnaires and focus group discussions guides for graduates working in the hospitality industry and those who already left the industry. The study was subjected to 5 hypothetical statements that were designed to give solutions to the research problems. This research used Exponential non-discriminative snowball sample of 266 employed graduate as participants who graduated from five institutions offering hospitality and related courses between 2010 and 2014. The research found that there were positive correlation between the motivational factors and employee retention in the hospitality industry which was statistically tested (p< 0.05). Findings also indicated that about 30 percent of employed graduates were found already left their employment within a period of five years. The most important motivational factors were ‘good pay,’ ‘job security,’ and ‘Promotion opportunities.’ Exploring the motivational predictor variables of employee retention, this research contributes that ‘Pay’ and ‘promotion opportunity’ are ranked among the high predictors of employee retention followed by ‘employee selection’ and ‘work fairness’. Overall, the results demonstrated that employed graduates in the hospitality industry had low level of motivation that lead to employee retention. It was reiterated that highly motivated employees posed positive perception and tend to stay on their jobs, while poorly motivated employees developed negative perception and quit. Therefore, the study recommends hospitality industry should ensure proper motivation in terms of monetary and non monetary incentives because study shows that graduates require both monetary and non monetary motivations to remain in the industry.
Small and Medium-Sized Tourism Enterprises as Drivers for Inclusive Growth: Perspectives of the Regulatory Framework in Mombasa County
(Kenyatta University, 2018) Kimaiga, Ruth Kemunto
The Tourism sector plays a significant role in the development of many economies worldwide. Ideally, the sector has been credited with the creation of millions of jobs to populations globally. Although tourism has experienced continued growth over the years, the nature of employment the sector has generated still remains an issue of discussion. In fact, there has been wide-ranging apprehension that despite this growth, the sector has not availed satisfactory opportunities for the creation of productive employment that could lift a bulk of the population out of poverty particularly in sub-Saharan Africa. Further, the major characteristic of the sector is its fragmented nature characterized by a large number of very small operators hence an enabling regulatory environment is critical to support the industry’s central role in economic development. However, the regulatory environment in Kenya has been reported to present a mixed picture and not sufficiently conducive for the development of the sector. This study therefore delved into the implications of the regulatory framework on the performance of SMTEs and the nature of employment created; implications of the employment created on the employees’ quality of life and the most appropriate approaches to create an enabling regulatory environment for inclusive growth with specific focus to Mombasa County. A mixed methods research design was adopted specifically using the embedded approach. Primary data was collected using researcher administered semi-structured questionnaires and semi-structured interviews while secondary data was sourced from academic journals, books, internet, newspaper articles and other appropriate documents related to SMEs, regulatory framework and inclusive growth. Stratified Sampling was used for SMTEs owners/managers; purposive sampling for interview respondents while Probability Proportional to Size Sampling was used for the SMTEs employees. A total number of 68 respondents formed the sample size for SMTEs owners/managers while 464 formed the sample size for employees. Descriptive analysis, linear regression and standard multiple regression were used to analyze quantitative data while data from government documents and interviews were analysed using content analysis. Pie-charts, bar graphs and tables were used for data presentation. The findings indicated that compliance to regulations governing business operations had a statistically significant effect on the performance of SMTEs (R=0.857; P=0.012); the regulatory framework and performance of SMTEs had a statistically significant effect on the nature of employment created (R=0.802; P=0.007; 0.535=V=0.733) and the nature of employment had a statically significant effect on employees’ quality of life (R=0.881; P=0.000; V=0.804). In addition, approaches to simplify the regulatory framework had a statistically significant moderating effect on the relationship between the regulatory framework, performance of SMTEs and nature of employment (R=0.574; P=0.008). This study therefore recommends that the Ministry of Tourism and Wildlife and the Tourism Regulatory Authority should engage with Counties and other Government Departments at the national level to conduct a cost-benefit analysis of all the regulations that SMTEs need to comply with and initiate the necessary regulatory reforms. Further, SMTEs owners/managers and employees through industry Associations should lobby the Government for an enabling regulatory environment as envisaged under the Vision 2030.
Health hazards and working conditions on the safety of housekeeping staff in budget hotels in eastern region of Ghana
(Kenyatta University, 2018-07) Siaw, Gladys Apreh
This study explored the health hazards and working conditions of housekeepers in Budget Hotels in the Eastern Region of Ghana. It was carried out with the aim of improving occupational health and safety in the study area. Many studies globally have classified hotel housekeepers among the high risk group based on the International Labor Standards on Occupational Safety and Health. To address these concerns, the study explored the risk and hazard factors affecting the health and safety of housekeeping staff of budget hotels in the Eastern Region of Ghana and to determine the conditions under which such staff work in the study area with the aim of bridging the knowledge gap and to improve on management practices of such injuries. The study is guided by the Epidemiologic Model and the Risk Factor of Work Places Injury and Illness Model development of the Great Lake Center for Occupational and Environmental Safety and Health. A descriptive survey design was used for the study. A total of 428 housekeeping staff were drawn from 107 budget hotels using simple random sampling method. The hotels were also sampled by employing the lottery method to select one – third out of the total population of hotels in the Eastern Region. Methodological triangulation using self-completion questionnaire and semi-structured interview schedules were used to collect data. Pre-testing of the research instruments was carried out in seven budget hotels in the Eastern Region of Ghana that were excluded while carrying out the final data collection, thus facilitating the implementation of necessary corrections. The content validity technique was used to assess how well the research instruments fit the purpose for which they are designed. The Cronbach Alpha coefficient was used to assess the reliability of the research instruments and yielded alpha of 0.89. For data analysis, frequencies and percentages were utilized to summarize the demographic profile of respondents. Descriptive statistical analyses such as percentages, mean scores, frequencies and cross tabulation were used to analyze quantitative data in line with the research objectives. Hierarchical regression analysis was used to test the moderating effects of the social demographics factors in relationship between working conditions and work safety. Multiple regression analysis was used to analyze the best predictor variables for management of health hazards affecting safety of housekeeping staff and for hypothesis testing. Content analysis was used to analyze the qualitative data by transcribing the audio-recorded interviews to derive the specific core themes of the study. The study revealed that poor working conditions (R = .773, R2.= .598, p<.001) and the high risk of hazards (R = .718, R2.= .516, p<.001) were found to have significant positive correlation with work safety and have negative effects on the health of the housekeepers leading to bodily pains, musculoskeletal disorders, injuries and infections. Finding revealed that of all the predictor variables, the factor with the highest effect of managing health hazards on work safety was inadequate experts to conduct hazard analysis (β =.258, p<0.001). It was concluded that housekeepers working in deplorable conditions as well as poor health outcomes are very significant in influencing work safety. It is therefore recommended that the Ministry of Tourism and GTA should organize regular training to maintain operational standards among budget hotels through specific training in areas of operations which are in line with national and international standards.
Influence of working conditions on the safety of housekeeping staff in budget hotels in eastern region of Ghana
(Kenyatta University, 2018-07) Siaw, Gladys Apreh
This study explored the health hazards and working conditions of housekeepers in Budget Hotels in the Eastern Region of Ghana. It was carried out with the aim of improving occupational health and safety in the study area. Many studies globally have classified hotel housekeepers among the high risk group based on the International Labor Standards on Occupational Safety and Health. To address these concerns, the study explored the risk and hazard factors affecting the health and safety of housekeeping staff of budget hotels in the Eastern Region of Ghana and to determine the conditions under which such staff work in the study area with the aim of bridging the knowledge gap and to improve on management practices of such injuries. The study is guided by the Epidemiologic Model and the Risk Factor of Work Places Injury and Illness Model development of the Great Lake Center for Occupational and Environmental Safety and Health. A descriptive survey design was used for the study. A total of 428 housekeeping staff were drawn from 107 budget hotels using simple random sampling method. The hotels were also sampled by employing the lottery method to select one – third out of the total population of hotels in the Eastern Region. Methodological triangulation using self-completion questionnaire and semi-structured interview schedules were used to collect data. Pre-testing of the research instruments was carried out in seven budget hotels in the Eastern Region of Ghana that were excluded while carrying out the final data collection, thus facilitating the implementation of necessary corrections. The content validity technique was used to assess how well the research instruments fit the purpose for which they are designed. The Cronbach Alpha coefficient was used to assess the reliability of the research instruments and yielded alpha of 0.89. For data analysis, frequencies and percentages were utilized to summarize the demographic profile of respondents. Descriptive statistical analyses such as percentages, mean scores, frequencies and cross tabulation were used to analyze quantitative data in line with the research objectives. Hierarchical regression analysis was used to test the moderating effects of the social demographics factors in relationship between working conditions and work safety. Multiple regression analysis was used to analyze the best predictor variables for management of health hazards affecting safety of housekeeping staff and for hypothesis testing. Content analysis was used to analyze the qualitative data by transcribing the audio-recorded interviews to derive the specific core themes of the study. The study revealed that poor working conditions (R = .773, R2.= .598, p<.001) and the high risk of hazards (R = .718, R2.= .516, p<.001) were found to have significant positive correlation with work safety and have negative effects on the health of the housekeepers leading to bodily pains, musculoskeletal disorders, injuries and infections. Finding revealed that of all the predictor variables, the factor with the highest effect of managing health hazards on work safety was inadequate experts to conduct hazard analysis (β =.258, p<0.001). It was concluded that housekeepers working in deplorable conditions as well as poor health outcomes are very significant in influencing work safety. It is therefore recommended that the Ministry of Tourism and GTA should organize regular training to maintain operational standards among budget hotels through specific training in areas of operations which are in line with national and international standards.
Star Rating Attributes and Accommodation Performance of Upmarket Hotels in Abuja Territory, Nigeria
(Kenyatta University, 2018-09) Adedipe, Abioye
Star rating is recognized as symbol of quality and a necessary requirement to provide precise assessment of accommodation status of upmarket hotels. In star rating, certain attributes are used as benchmark for accommodation standards of upmarket hotels. However, instances of star rating inconsistencies of upmarket hotel accommodation may not only misinform customers but lead to their dissatisfaction and inversely affect capacity utilization of room products and services. Also, the increasing demand from customers for high quality of accommodation facilities and services has modified the concept of accommodation performance to tilt towards room efficiency and customer satisfaction. Therefore, the study examined the relationship between star rating attributes and regulatory control on accommodation performance of upmarket hotels in Abuja Territory, Nigeria. The specific objectives established the relationship between study variables of quality of room facilities, service quality, hotel ambience, business service mix, regulatory control and accommodation performance of upmarket hotels. The study viewed accommodation performance from non-financial perspective and adopted theoretical framework of importance performance analysis theory, service quality model and socio economic theory of regulatory compliance. A cross sectional descriptive survey design involving both quantitative and qualitative approaches was used for the study. The target population involved all upmarket hotels and hotel regulatory agencies in Abuja Territory, Nigeria. Sampling frame was drawn from upmarket hotel general managers, front office managers, guests and heads of hotel regulatory agencies in Abuja Territory, Nigeria. The sample size of 400 respondents was involved through stratification of upmarket hotels and a systematic sampling procedure was used to select sampled respondents. Simple random sampling was used to select upmarket hotel general managers while purposive sampling was used to select front office managers and heads of hotel regulatory agencies. A proportionate and convenience sampling technique was used to select respondents from guests from each stratum of the upmarket hotels. The instruments involved in data collection included questionnaire, interview schedules and secondary information. Data collected were analyzed using descriptive statistics to determine variable characteristics of the study while factor analysis was used to ascertain associating and convergent variable factors. Pearson correlation was used to establish pattern of relationship and association of the study variables while linear regression analysis was involved to determine significant variable predictors and test hypotheses of the study. The Pearson correlation matrix results indicated quality of room facilities (r=-0.286, p=0.000) service quality (r=0.237, p=0.000), hotel ambience (r=0.123, p=0.015), business service mix (r=0.082, p=0.107) and regulatory control (r=0.260, p=0.000) all had positive relationship and association with accommodation performance. The regression analysis coefficient of R=0.378 and adjusted squared coefficient of R2= 0.132 were established which implied that the study variables explained 13.2% of the variations of accommodation performance. The study revealed three significant variable predictors of quality of room facilities, service quality and regulatory control and concluded that an improvement in these predictors will cause positive significant changes in accommodation performance. The study therefore, recommends these significant variable predictors for implementation in achieving better accommodation performance of upmarket hotels in Abuja Territory, Nigeria.
Psychological Empowerment and its Influence on Job Satisfaction of Guest House Supervisors in Mombasa County, Kenya
(Kenyatta University, 2019-02) Kivuva, Alex Kyalo
Psychological empowerment and job satisfaction are critical human resource issues in guest house operations. Compared to classified hotels, guest houses have a larger percentage of untrained personnel. Employees who might have some hospitality training are usually the supervisors. However, the owners of guest houses tend to dictate and control almost all the operations, thus low employee empowerment. Lack of empowerment is a major cause of job dissatisfaction and eventually high staff turnover. Hence, this study sought to determine the influence of psychological empowerment and extrinsic factors on job satisfaction among guest house supervisors in Mombasa County. The study used a descriptive survey study design. The research focused on the seventy-six registered guest houses in Mombasa County. The study utilized census, where all the supervisors in all the registered guest houses in Mombasa County were included. Secondary data was collected by reviewing documented information concerning the study variables. Primary data was collected through a semi-structured questionnaire and an observation checklist. Pre-testing was done in three guest houses and the remaining seventy-three were included in the study. Data analysis utilized quantitative tests such as means, percentages and standard deviations. Pearson correlation coefficient, linear and multiple regressions were used to establish the relationship between the study variables. The response rate for the supervisors‟ questionnaire was 94%. Findings from the questionnaires revealed that there existed a positive and significant influence (p< 0.05) of „competence‟ on job satisfaction (r= 0.554); „impact‟ on job satisfaction (r= 0.868); „meaning‟ on job satisfaction (r= 0.765); and „choice‟ on job satisfaction (r= 0.734). The overall job satisfaction was mean rated at 3.52 out of a total score of 5. From the model, (R2 =.857) showed that the overall psychological empowerment accounted for 85.7% variation in job satisfaction of guest house supervisors and hence there was a positive relationship between the variables. The age of supervisors had a weak positive relationship with job satisfaction (β= 0.054, p> 0.05) while gender (β= -0.151, p< 0.05), number of years worked (β= -0.140, p< 0.05) and education (β= -0.063, p> 0.05) had negative relationships with job satisfaction. Results from the observation checklist revealed an above average level of the dimensions of „meaning‟ and „impact‟ at 65% and 69% of the guest houses respectively. However, observations for „competence‟ and „choice‟ were below average at 49% and 24% of the total number of guest houses respectively. The major extrinsic factors identified to affect job satisfaction were salaries, working conditions, terms of employment and employee welfare. This study would be of critical importance to the various stakeholders of the hospitality industry. For instance, it would be of great help to guest house entrepreneurs and managers who would be able to formulate and implement empowerment strategies for their supervisors and other staff. In addition, this study would be helpful to organizations such as Federation of Kenyan Employers, Kenya Association of Hotelkeepers and Caterers and Pubs Entertainment and Restaurant Association of Kenya in sensitizing their members on the importance of employee psychological empowerment. The study recommends that guest house supervisors should be accorded necessary support in terms of empowering them in their work tasks. This would go a long way in enhancing their job satisfaction.

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