RP-Department of Hospitality Management

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Analysis of Food Management Practices and Safe Provision in Unclassified Restaurants in Nairobi City County, Kenya
(Stratford, 2022) Musakala, Doreen Ikala; Wandolo, Monica Akinyi; Maranga, Vincent Nyamari
The aim of the research was to establish how food safety practices influence safe food provision by unclassified restaurants in Nairobi City County. The Particular goals of the study were to: assess the influence of food handling practices on safe food provision, observe the role of food hygiene training on safe food provision, determine the effect of food legislation compliance on safe food provision and establish the role of management in ensuring that safety standards are achieved on safe food provision by unclassified restaurants in Nairobi City County. Descriptive survey design was employed as the blue print to guide the study. The study population was 124 unclassified restaurants in Nairobi Central Business District. Questionnaires were used in data collection, an in-depth interview guide and observation checklist. Quantitative data were analyzed through means, standard deviation, inferential models and presented in form of tables and figures. The study established that food handling practices on safe food provision by unclassified restaurants was statistically significant (χ=8.988; p value of .003<0.05), food hygiene training and safe food provision by unclassified restaurants have a significant association (χ= 5.094, p value of .019<0.05, food legislation compliance and safe food provision by unclassified restaurants have a significant association as supported (χ=4.544; p value of .025<0.05) while the role of management and safe food provision by unclassified restaurants have a significant association (χ=11.107, p value of .001<0.05). This paper concludes that food handling practices, food hygiene training, food legislation compliance and role of management impacts the safe food provision by unclassified restaurants. The study recommends for the need to periodically train restaurant workers on proper food handling practices. There is need for restaurant management to provide workers with sufficient clean dress code. The restaurant management needs to organize periodic training programs in form of short workshops, seminars and conferences with key stakeholders in the hospitality sector and food safety authorities.
Analysis of the Relationship between the Risk Management Strategies and Customers Satisfaction in the Golf Clubs in Nairobi City and Kiambu Counties
(Alicon Publications, 2022) Mwangi1, Paul Nderitu; Maranga, Vincent; Miricho, Moses
The study sought to investigate the relationship between risk management strategies and customer satisfaction in the golf clubs in Nairobi City and Kiambu Counties, Kenya. A total of 17 golf clubs’ captains and 271 golfers/customers were targeted for this study. The crosssectional descriptive survey was adopted where semi-structured questionnaires, an interview schedule and secondary sources were used for data collection. The study established a statistically significant relationship between the risk management strategies and customer satisfaction with p=0.008<0.05. It is recommended that the golf clubs' management formulate and implement effective risk management strategies for ultimate customers (golfers) satisfaction. This is informed by the findings these strategies have a great impact on satisfaction levels of the customers in the golf clubs.
Aspects of Electronic Customer Relationship Management and Guest Satisfaction: A Perspective of 4-Star Hotels in Nairobi County, Kenya
(www.ktu.edu.gh, 2020) Siaw, Gladys Apreh; Gitau, John Kahuthu
Key among the aims of many service organizations are to establish and maintain stronger relationships with their customers. In recent times, organizations building strong communication networks with their customers by means of new electronic technologies to facilitate this process. The ultimate aim is to develop customer satisfaction, loyalty, and retention. However, customer satisfaction and loyalty have been an issue for many hotels in the hospitality industry. Therefore, the purpose of this study is to establish the effect of aspects of e-CRM such as trust, convenience and security on customer satisfaction among classified hotels in Nairobi City County, Kenya. A descriptive cross-sectional study of 384 customers through self-administered questionnaires was conducted. All variables were measured using constructs developed from the literature. Cronbach's Alpha was used to assess the reliability of the constructs. Pearson correlation technique was used to establish interrelationships between the study variables. The findings of the study revealed significant direct relationships between trust, convenience, and security of online transactions and customer satisfaction. The study recommends to the management of classified 4-star hotels to ensure that their online platforms have major tools such as regular review of websites and customers’ privacy that would ensure that services and transactions are believable and trusted.
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.
Assessment of the Capacity of TVET and University Hospitality Schools in offering Food Safety and Hygiene Training in Kenya
(ijsrm.in, 2018) Wandolo, Monica A.; Ndiritu, Douglas; Khayiya, Rosemarie; Mugendi, Beatrice W.
The purpose of this study was to assess the capacity of TIVET and University hospital schools in offering food safety and hygiene training in Kenya. The major areas of focus were the general availability of basic equipment, whether the available equipment were modern, extent of use of available equipment and workshop organization including drainage. A total of 671 respondents participated in the study (Comprising 249 from universities, 250 from Institutes of Technology, 64 from Polytechnics and 128 from Technical Institutions). Primary data sources included using structured questionnaires, taking photographs, oral interviews, observation check list and focus group discussions. Secondary sources, on the other hand, involved retrieving information from desk research where journals, books and other relevant literature were obtained. Both descriptive and inferential statistics were used to analyze the quantitative data while content analysis was used to analyze the qualitative data. The analyzed data were presented in terms of graphs and tables. The findings revealed that in the two categories of institutions, equipment/tools in universities were relatively higher in number compared to the other categories. In addition, not all the available tools were modern. It was observed that only 78% of the available tools were modern while 19% were not. This finding revealed that there was underutilization of available facilities in the institutions. A summary of various aspects of capacity of institutions in providing training on food safety and hygienic practices and adopting proper hygienic practices revealed that universities had a high capacity (63.5 %) relative to the other categories. On the other hand, the lowest capacity level was observed in institutes of science and technology, which had 46.4%. The findings further revealed that some institutions were wellprepared in terms of equipment and facilities, while the majority were not. Observation revealed that most of the workshops used, particularly in TVET institutions, were originally used for other purposes such as classrooms, home economics laboratory or were stores converted to production workshops. As a result, such institutions lacked basic equipment. The study concluded that TIVET and Universities had inadequate facilities and resources required to offer food safety and hygiene training courses. It was recommended that ministry of education should to identify a monitoring team to visit hospitality training workshops to assess the capacity in terms of infrastructure, facilities and equipment to determine the level of requirement in every institution. This would pave way for the upgrading of the facilities to a level that they would offer adequate training to the enrolled students.
Attributes of Quality of Accommodation Facilities and Room Capacity Utilization of 3-5 Star Hotels in Nairobi, Kenya
(International Journal of Scientific Research and Management (IJSRM), 2018-12) Miricho, N. M; Adedipe, A.
There are specific quality requirements usually established in accordance with standards at either government or private levels for hotel accommodation facilities. One of these basic requirements is high quality of accommodation facilities which supposed to anchor room capacity utilisation of 3-5 star hotels in Nairobi, Kenya. The attributes of quality of accommodation facilities comprised of room flooring, decorations, bed and beddings, lightings and heating, comfort of bedroom, cleanliness, comfort of bathroom, towels, furniture and furnishings, toiletries and amenities, space and ventilation of the rooms. However, hotels with more accommodation quality attributes are likely to attract higher and better room capacity utilisation. Therefore, the study sought to examine the relationship between quality of accommodation facilities and room capacity utilisation of 3-5 star hotels in Nairobi, Kenya. The study hypothesized that there is no significant relationship between quality of accommodation facilities and room capacity utilisation of 3-5 star hotels in Nairobi, Kenya. The target population involved all the 3-5 star hotels in Nairobi, Kenya. A census of hotel general manager and front office managers consisting of 62 respondents was conducted through stratification of all the hotels. Questionnaire was used as instruments for data collection with 91.9% response rate and the data collected were analyzed using descriptive statistics to determine variable characteristics while Pearson correlation was used to establish the pattern of relationship and association of the variables. Also, linear regression analysis was involved to determine the level of significant and test hypothesis. The Pearson correlation result (r=-0.513, p=0.000) indicated that quality of accommodation facilities had a strong positive relationship and association with room capacity utilisation. The regression analysis coefficient R=0.791 and adjusted squared coefficient R 2 =0.523 were recorded which implied that the study variables explained 52.3% of the variations of room capacity utilisation. The regression model revealed comfort of bedroom, comfort of bathroom, cleanliness and furniture, fittings/furnishings as the four attributes of quality of accommodation facilities that were significant variable predictors of room capacity utilisation. The null hypothesis was rejected as there is significant relationship between quality of accommodation facilities and room capacity utilisation. The study concluded that an improvement in quality of accommodation facilities will cause positive significant changes in room capacity utilisation. The study recommends improvement on comfort of bedroom, comfort of bathroom, cleanliness as well as furniture, fittings/furnishings for better room capacity utilisation of 3-5 star hotels in Nairobi, Kenya. Keywords: Quality of facilities, room capacity utilisation, star rat
Barriers to the Implementation of Food Safety and Hygiene Principles (HACCP) in TVET and University Hospitality Schools in Kenya
(International Journal of Scientific Research and Management (IJSRM), 2018) Wandolo, Monica A.; Ndiritu, Douglas; Khayiya, Rosemarie; Mugendi, Beatrice W.
The purpose of this study was to assess the barriers to food safety and hygiene principles (HACCP) in TIVET and University hospital schools in Kenya. A total of 671 respondents participated in the study (Comprising 249 from universities, 250 from Institutes of Technology, 64 from Polytechnics and 128 from Technical Institutions). Primary data sources included using structured questionnaires, taking photographs,oral interviews, observation check list and focus group discussions. Secondary sources, on the other hand, involved retrieving information from desk research where journals, books and other relevant literature were obtained. Both descriptive and inferential statistics were used to analyze the quantitative data while content analysis was used to analyze the qualitative data. The analyzed data were presented in terms of graphs and tables. The findings revealed that 31% of the respondents admitted that there were barriers. Among the barriers were: lack of knowledge (32%), lack of set standards (31%), attitude (31%), lack of time (28%), lack of motivation (27%) lack of experience (26%), lack of facilities (23%) and inadequate equipment (23%). The study concluded that various factors such as lack of knowledge, attitude, lack of motivation and inadequate facilities and equipment posed serious threats to effective implementation of proper food safety system (HACCP). It was recommended that HACCP prerequisites related to institutional facilities are put in place and stakeholders trained on adherence to the principles.
Barriers to the Implementation of Food Safety and Hygiene Principles (HACCP) in TVET and University Hospitality Schools in Kenya
(International Journal of Scientific Research and Management (IJSRM), 2018-07) Wandolo, Monica A.; Ndiritu, Douglas; Khayiya, Rosemarie; Mugendi, Beatrice W
The purpose of this study was to assess the barriers to food safety and hygiene principles (HACCP) in TIVET and University hospital schools in Kenya. A total of 671 respondents participated in the study (Comprising 249 from universities, 250 from Institutes of Technology, 64 from Polytechnics and 128 from Technical Institutions). Primary data sources included using structured questionnaires, taking photographs, oral interviews, observation check list and focus group discussions. Secondary sources, on the other hand, involved retrieving information from desk research where journals, books and other relevant literature were obtained. Both descriptive and inferential statistics were used to analyze the quantitative data while content analysis was used to analyze the qualitative data. The analyzed data were presented in terms of graphs and tables. The findings revealed that 31% of the respondents admitted that there were barriers. Among the barriers were: lack of knowledge (32%), lack of set standards (31%), attitude (31%), lack of time (28%), lack of motivation (27%) lack of experience (26%), lack of facilities (23%) and inadequate equipment (23%). The study concluded that various factors such as lack of knowledge, attitude, lack of motivation and inadequate facilities and equipment posed serious threats to effective implementation of proper food safety system (HACCP). It was recommended that HACCP prerequisites related to institutional facilities are put in place and stakeholders trained on adherence to the principles.
Care Strategies of Linen and Guest Satisfaction among Hotels in Upper East Region of Ghana
(AJPO, 2024) Akomaning, Esther Laurinda; Ondigi, Alice; Mugambi, Rahab
Purpose:The care of linen is paramount in hotel operations for its sustainability. The study sought to investigate linen care strategies in some selected star-category hotels in the Upper East Region of Ghana. The objectivesof the study wereto examine the strategies used in the care of linen and their effect on guest satisfaction and to test if a relationship exists between them. Materials and Methods:The study employed descriptive survey design by the use of quantitative and qualitative approaches. Through purposive sampling, asample size of 52 hotel employees was selected from 24 star-rated hotels. Structured questionnaire and observations were used to collect data.Statistical Package for Social Sciences (SPSS) version 26was used for the data analysis.Means and standard deviations were used for the descriptive statistics. Multiple linear regression was employed for the inferential statistics. The hypothesis was tested at a 5% significance level.Thus, data were presented in tables and text for both descriptive andinferential statistics.Findings:The study findings were that hotels operated On-premise laundry systems. Outsourcing of linen from commercial service providers was absent. Linen inventory control was done through stock-taking and record-keeping. Hotelsfollowed the laundry processes(sorting dirty clothes, putting dirty apparel in a machine or hand wash, applying detergent, drying the washed articles on the line or in a tumble dryer, ironing, folding and storage of laundered articles)but were not diligent with the manufacturer’s instructions. The linen reuse programme was mostly not through designed cards. Available laundry tools/equipment were laundry bins, washing machines/extractors, washing basins, drying lines, ironing boards and irons. Tools/equipment not available were tables/shelves for sorting linen, tumbler dryers, calendaring machines, industrial steam irons and a laundry folder. Linen care strategies had a significant effect on guest satisfaction (R = 0.671, R2= 0.451, F = 3.828, p = 0.001). The hypothesis that linen care strategies do not have any significant effect on guest satisfaction among hotels in the Upper East Region of Ghana was rejected (P = 0.0001< 0.05). Implicationsto Theory, Practice and Policy:The study employed Management Administrative Theory and Practice Theory. Through the application of management functions, thus, forecasting and planning, organising, commanding, coordinating and controlling;hotel leaderships are in a better position to increase efficiency through the creation of organisational structures. Through the administrativestructures, housekeeping supervisorscansuggest and monitor the care and maintenanceof linen.Aboutthe Practice theory, if hotels identify linencare strategies that make sense to their operations and do so religiously through principles and procedures; higher standards of various care strategies could be attained to promote the hotel business.It is therefore recommended that policymakers such asGTA should come out with training and retraining programmes for hotels to improve knowledge and skills in linen care strategies
Changing Land Use Patterns and Their Impacts on Wild Ungulates in Kimana Wetland Ecosystem, Kenya
(Hindawi Publishing Corporation, 2014) Nyamasyo, Stephen Kitina; Kihima, Bonface Odiara
In Kenya, wildlife numbers have drastically declined due to land use changes (LUCs) over the past three decades.This has affected wildlife habitats by converting them into farmlands and human settlements. This study used remote sensing data from landsat satellite to analyze the changing land use patterns between 1980 and 2013 and their impacts on wild ungulates in KWE.The objective of the study was to map out LUCs, determine the possible causes of LUCs, and examine the effects of LUCs on wild ungulates. The results showed a noticeable increase in the size of farmland, settlement, and other lands and a decline in forestland, grassland, wetland, and woodland.The main possible causes of LUC were found to be agricultural expansions, human population dynamics, economic factors, changing land tenure policy, politics, and sociocultural factors. The main effects of LUCs on wild ungulates in KWE include a decline in wild ungulate numbers, habitat destruction, increased human-wildlife conflicts, land degradation, and displacement of wild ungulates by livestock. The study recommends land use zoning of KWE and establishment of an effective and efficient wildlife benefit-sharing scheme(s).
A Comparative Study on Psychological Contract and Affective Commitment of Catering Employees between Public and Private Universities in Nairobi City County, Kenya
(Stratford Peer Reviewed Journals and Book Publishing, 2020-01) Kamau, Bernard Waweru; Maranga, Vincent; Mugambi, Rahab
Psychological contract refers to employee’s perception as the implicit agreement between themselves and the organization that contains a shared responsibility between the two parties. It is different from the formal contract as it is implicit. Employee’s commitment is the ability to internalize and engage in achieving the goals of an organization. The purpose of the study was to establish and compare relationship on psychological contract and organizational commitment between public and private universities in Nairobi City County, Kenya, moderated by employee’s welfare initiatives. The study adopted a descriptive survey design where a sample size of 50 public and 50 private university catering employees from two universities in Nairobi City County, Kenya. Data collection instruments were questionnaires and interview guides. Qualitative data was coded and summarized in compilation sheets for easier analysis. Quantitative data was analyzed using SPSS with levels of significance established using paired tests with a cut-off point of p being < or =0.05 at 95% confidence and significance levels. The findings revealed that x2=18.84 df* = 3 and p=0.000 and 0.001 which are < 0.05, an indication that, there is a significant relationship between psychological contract and organizational commitment of university catering employees in both public and private universities in Nairobi City County, Kenya. This means that, psychological contract can be attributed to organizational commitment of public university catering employees in Nairobi City County, Kenya
Cultural Beliefs on Women Career Advancement in Selected Kenyan Hotels
(IJAEMR, 2023) Maringa, Leah; Khayiya, Rosemarie Ayuma; Maranga, Vincent Nyamari
The hotel employment sector is characterized by a high proportion of women, yet they are underrepresented at the senior management level. Females are disadvantaged in the hotel industry because of the traditional male perceptions of workplace gender roles, stereotypes and discrimination. The objective of the study was to determine how cultural beliefs affect women’s career advancement in 3-5-star hotels in the Nairobi County City Kenya. A descriptive research design was used. This study focused on a qualitative thematic analysis of in-depth, semistructured interviews administered to76 hotel managers. The interviews were used to gain more in-depth knowledge on issues concerning gender bias, leadership styles and gender stereotypes. The data was analysed using content analysis, in order to present data in words and themes, and allow for interpretations to be drawn. The results showed women were fewer at the management level and there were no women who were being paid the top most salaries. The study recommended adopting positive human resource practices that promote a gender-neutral culture in the hotels by providing unconscious bias training for all levels of employees to participate in
A Customer-Employee Encounter: A Review of Customer Quality Control on Restaurant Food Service
(ijimer, 2019) Were, S, O.; Miricho, M, N; Maranga, V, N.
Purpose of the Study: The purpose of this study review was to fill the literature gap into the customer quality control on restaurant food and beverage service, with the objective of identifying customer quality control methodologies within the hospitality’s food and beverage operations. Methodology: For purposes of carrying out the study review, the concept of customer employees encounter in the process of not only creating and offering goods and services but also the quality control aspect, and the various methodologies in doing so were considered and reviewed. The study employed a meta-analysis in gathering, analyzing, presentation and discussion of the study results. Main Findings: The study review findings reveal that hospitality organizations are facing a drift from the conventional restaurant standard operating procedures in reference to foodservice quality control with the customer taking a central position in the production and presentation of food services. The study proposes three main and most common global methodologies used by hospitality restaurant clients in setting and maintaining standards and in their attempts in controlling restaurant food service quality from frontline staff. These control measures include; restaurant tipping, customer satisfaction surveys as well as on-the-spot customer complaints. Limitations: This is a study review and therefore the study findings were arrived at in consideration of mainly secondary sources. Some studies are traditionally region and/ or country-specific and therefore much caution is needed when generalizing the study findings. Social implications: There is a myriad of ways through which restaurant food service quality control can be integrated into the customer employee service encounter. They reviewed three main methodologies in this study review may provide the best tools not only for quality control function but also build confidence among the customer base, thus yielding customer satisfaction and retention on the one hand, while creating business sustainability on the other hand. Originality: Minimal studies have been instituted and published in the area of customer quality control not only within the hospitality’s restaurant operation but also in the larger services industry. This study will, therefore, help the hospitality restaurant business to appreciate the role of customers in the process of quality services provision, thus enable organizations to achieve a strategic business competitive position.
Does Work Environment Matter in Catering Services? Effect of Work Environment on Inpatients Satisfaction with Food Services in Kiambu County Hospitals
(Full Length Research, 2022) Nduta, Waithaka Veronicah; Khayiya, Rosemarie; Kinuthia, Teresa
The modern business environment is characterised by cutthroat competition, advancement in technology and more enlightened customers who demand quality merchandises and amenities from the firm. In the wake of this information, consumers are aware of their rights for quality services. Consequently, business managers must adopt high quality customer service practices to propel the business growth agenda and remain competitive. In the last decade, health service delivery in Kenya has been associated with patient negligence, lack of adequate drugs in hospitals, unwarranted deaths, poor sanitation, and inadequate facilities such as beds and misappropriation of funds. Other challenges include inadequate human capital, lack of proper policies on healthcare management, inadequate health infrastructure, and lack of commitment from the County governments to improve services. This study sought to establish the effect of work environment on inpatient satisfaction with food services in Kiambu County hospitals. The study was anchored on the expectancy theory. The research design adopted was descriptive survey design. The target population for this study was 1074 respondents drawn from the management staff and catering employees of level four and five hospitals in Kiambu County, from which stratified random selection was used to select a sample of 283 respondents. Primary data was collected through a semi structured questionnaire and observations. Both descriptive statistics and inferential analysis were utilised in data analysis. Inferential analysis was conducted through correlation and multiple regression analysis. The study found that work environment had a strong positive correlation with inpatient satisfaction. In addition, work environment had positive significant effect on inpatient satisfaction with food services in Kiambu County hospitals. The study thus recommends that hospitals should improve their work environment by ensuring work-life balance and providing a wider work space to help employees work efficiently
Driving Revenue Growth: The Role of Strategic Human Resource Practices in 3-5 Star Hotels in Selected Regions of Ghana
(European Centre for Research Training and Development, 2024-01) Adanse, John; Maranga, Vincent; Khayiya, Rosemarie
This study explores the impact of strategic human resource practices on revenue maximization in Ghana's 3-5-star hotels across eight regions. Employing a descriptive survey method, data was gathered from 60 hotels, focusing on human resource practices and revenue strategies. Results reveal a robust correlation (R =88.3%) between strategic human resource practices and revenue maximization. Regression analysis indicates a significant impact of "human resource" (β = 0.282, p <0.001) on "revenue maximization." Factor analyses identify key practices, including pricing strategies, operational efficiency, and guest satisfaction, crucial for revenue optimization in Ghana's hospitality industry. Policy implications underscore the importance of training initiatives, competitive hiring incentives, and technology integration in workforce development for enhanced revenue outcomes. These findings provide essential guidance for policymakers, industry stakeholders, and hotel management, emphasizing the alignment of human resource strategies with revenue objectives in the dynamic Ghanaian hospitality landscape.
Effect of External Hotel Design Features on Customer Attraction and Retention
(International Academic Journals, 2017) Kirima, Rachel Kirito; Makopondo, Richard; Mutungi, Mary
Hotel design brings competitiveness, reviewing literature according to objectives focus on factors as well as processes through which design influence customer taste and choice of a hotel. The focus is on design features from a diverse category of hotels in the world, mainly the town hotel designs. This diversity assisted in defining the role the hotel design plays in customer attraction and retention. The purpose of this study is to explore how hotel design features may influence customer attraction and retention. A cross- sectional, descriptive survey design, utilizing both quantitative and qualitative research method was chosen. Stratified sample procedure was used for preliminary sampling of hotels in 3-5 star rating. Purposive sampling was used for the hotel managers and marketing managers and convenience sampling for the guests. This study was confined to hotels located within Nairobi County. The main instruments that were used in the collection of data for the study were questionnaires and interview guides. Data analysis involved the use of Statistical Package for Social Sciences (SPSS) in the analysis of quantitative data. Analysis of Variance (ANOVA) which generated results of correlation and the magnitude of each individual independent variable and determines if one variance was larger than the other. Multiple regressions were conducted both for individual independent variables versus dependent variables and an overall involvement of all the independent variables versus the dependent variables. The three independent variables that were studied explain 74.2% of the factors affecting customer attraction and retention as represented by R Squared (Coefficient of determinant). This therefore means that other factors not studied in this research contribute 25.8% of the factors affecting facility competitiveness. It is recommended that the hotel operators should have a say in the development of their property designs, to date, contemporary research has dealt very little with the design dimension and its importance among smallsize hospitality and tourism operations, including knowledge.
Effect of Housekeeping Service Qualities on Guest Satisfaction in Star-Rated Hotels in Nairobi City County, Kenya
(International Journal of Science and Research (IJSR), 2019-08) Mchigani, Elwin; Mugambi, Rahab M.; Kebaso, Lenah
The major contributors to guest patronage in a hospitality organization are the standards of cleanliness and quality of services offered. In Kenya, despite the knowledge, set rules and guidelines of housekeeping practice, hotels have been faced with complaints from guests ranging from room cleanliness and maintenance to the quality of services offered. The purpose of this study was to investigate the effect of housekeeping service qualities on guest satisfaction in star-rated hotels. A cross sectional survey design was adopted for the study. The target population for the was 1298 participants comprising of 1033 hotel guests, 21 executive housekeepers and 244 guestroom attendants. Stratified random sampling techniques was used to select 149 GRAs and 221 hotel guests. Whereas purposive sampling was used to select 21 executive housekeepers to participate in the study. Questionnaires, interviews and observation checklists were used to collect both quantitative and qualitative data. Regression and Thematic analysis were used to analyze quantitative and qualitative data respectively. Regression analysis was used to measure the relationship between housekeeping service quality and guest satisfaction and the findings revealed that R=0.323 which indicated there existed a weak but positive relationship of housekeeping quality services and guest satisfaction. Based on these findings, the study concluded that quality of housekeeping services in star-rated hotels has a direct relationship with management decision making in that a unit change in decision making process directly influences the quality of service delivery. The study recommends there is need for hotels in Nairobi City County to benchmark with other hotels to be able to offer consistent housekeeping quality services. In addition, there is need for hotels to continually develop marketing strategies to meet the today’s guest demands. This can be done by hotels introducing guest cards in the guestrooms and ask guests to identify the housekeeping quality services they would like to experience in their rooms.
Evaluating the Relationship between Work-Life Balance and Organisational Performance among Five Stars Rated Hotels in Nairobi County
(International Academic Journals, 2021) Ngunga, Anthony K.; Ndubi, Edgar; Mutungi, Mary Mutisya
The sustainable utilisation of black soldier fly (BSF) for recycling organic waste into high-quality protein feed and organic fertiliser with a low environmental footprint is gaining momentum worldwide. Although BSF farming is becoming a rapidly growing agribusiness, studies on the BSF farming’s economic aspects are limited. This study analysed the economic benefits of farming BSF for animal feeds and composted frass, called frass fertiliser (FF) production using experimental data. The BSF larvae were fed on brewery spent grain amended with sawdust, biochar, and gypsum to determine the cost-effective feed and other by-products production. The agronomic performance of FF on the maize crop was assessed using field experiments. Our results demonstrated that sourcing and preparing the waste substrate for rearing the BSF larvae accounts for 81-90% of the total BSF production cost. The utilisation of FF as an additional value-added product would increase farmer’s net income by 5-15 folds compared to BSF farming alone. Feedstock amended with 20% biochar increased net income by 10-64% for BSF larvae and FF production than other feedstocks. Production of one megagram (Mg) of dried BSF larvae (USD 900) would generate 10-34 Mg of FF worth USD 3,000-10,200. Maize grown on plots treated with FF yielded 29-44% higher net income than maize harvested from plots amended with commercial organic fertiliser. Furthermore, smallholder insect farmers’ direct use of FF for maize production would generate 30-232% higher net income than farmers purchasing similar FF. Our results demonstrate for the first time the role of insect farming in circular economy and justify the opportunities for future investments that would lead to enhanced sustainability for agricultural and food systems, especially for smallholder farmers in low- and middle-income countries.
Evaluation Methods of Entrepreneurship Education and Acquisition of Entrepreneurial Skills among Hospitality Students
(UTHM, 2021) Shirandula, Duncan
: Entrepreneurship Education (EE) has been identified as the requisite driver for improving Kenya’s tourism economy. Consequently, the sector has emphasized entrepreneurship education to bolster entrepreneurial skills alongside core technical skills among hospitality graduates in Technical Training Institutes (TTIs), to boost their employability or capacity to start their ventures. However, concerns remain regarding the inadequacy of soft skills among youth despite having the necessary technical training. This study examined the relationship between evaluation methods of EE and acquisition of entrepreneurial skills among students in 5 selected public TTIsin Kenya. The study adopted an explanatory research design. The target population comprised 199 students pursuing a diploma course in Food and Beverage Production, Service and Sales Management from the selected TTIs. A sample of 132 students was selected using stratified and simple random sampling methods. Questionnaires were administered to students. The simple regression method was employed to analyze the data. The findings provide evidence of a positive relationship between evaluation methods of EE and acquisition of entrepreneurial skills (B=3.366, p=.000). It was evident that the use of end-term sit-in exams; participation in class by answering questions and, sit-in tests were the predominant methods adopted. Such methods were found to be theoretical-based and examination-oriented and thus inadequate to evaluate a high level of entrepreneurial skills. Therefore, recommendations are made to TTIs to adopt practical-oriented methods and establish self-regulatory practices to monitor quality compliance to the EE syllabus.
Evaluation of the Corporate Governance as a Determinant of Customers Satisfaction in the Golf Clubs in Nairobi City and Kiambu Counties, Kenya
(Stratford Peer Reviewed Journals and Book Publishing, 2021) Mwangi, Paul N.; Miricho, Moses; Maranga, Vincent
The purpose of the study was to investigate the role of corporate governances on customer satisfaction in the golf clubs in Nairobi City and Kiambu Counties, Kenya. The study sample was a total of 799 respondents from 15 golf clubs within the study area, drawn from the clubs’ captains, golf managers, professional golf trainers, golfers/customers, and caddies. The cross-sectional descriptive survey was adopted where questionnaires, interviews, observation checklists and secondary sources were used for data collection. The study established a statistically significant relationship between corporate governance and customer satisfaction with a p=0.045<0.05. The study further recommended that good corporate governance should be implemented as an integral part of customers’ satisfaction goal within the golf clubs.

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