MST-School of Hospitality, Tourism and Leisure Studies

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This collections contains bibliographic information and abstracts of Master theses and dissertation in the School of Hospitality and Tourism held in Kenyatta University Library

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Adoption of Talent Management for Competitiveness among Five – Star Hotels in Nairobi City County, Kenya
(Kenyatta University, 2020-10) Omae, Omoke Japheth
The study sought to assess the adoption of talent management to competitiveness among five–star hotels in Nairobi City County. The concept of talent management comprises strategies for attraction, selection, development, engagement, and retention of knowledge and talented individuals. These individuals can create quality, diverse and exceptional products that form the competitiveness of the five-star hotels. The competitiveness of the hospitality industry in Kenya is held back due to a shortage of talent, loss of talent, and critical knowledge to other industries. The study investigated; conceptualization of talent management, hospitality core competencies required in talent, inherent approaches used in each talent management practices, the extent of talent management adoption, outcomes of talent management, and the relationship between talent management among five–star hotels in Nairobi City County. The study adopted a mixed-method research design and specifically a QUAN + qual research approach. Purposive sampling was used to select five-star hotels in Nairobi City County and the hotel executives’ respondents. A simple random sampling technique was used to select guest participants. Data were collected from 145 participants using a semi-structured questionnaire, Servqual structured questionnaires, and semi-structured interviews. The data analysis was done using; descriptive statistics, content analysis, thematic analysis, and inferential statistics. Linear regression results revealed that, among the significant predictors (talent selection, talent engagement, hospitality core competencies, talent and knowledge retention, and talent development), selection was the most significant. It meant that their competitiveness is hinged on the selection of talented individuals. Null hypotheses on the hospitality core competencies (β= -0.195, p =0.020), talent attraction approaches (β = -0.202, p= 0.009), talent engagement approaches (β = -0.224, p= 0.002), talent and knowledge retention approaches (β = -0.189, p= 0.024) were rejected and their impact was not enough to influence competitiveness positively. Null hypotheses on talent selection approaches (β = 0.512, p= 0.001), talent development approaches (β = 0.296, p= 0.002) and outcomes of talent management (β = 2.061, p= 0.018) were also rejected and they impacted competitiveness positively. The null hypothesis on the extent of talent management adoption (β = 4.414, p= 0.130) was maintained indicating that it did not influence competitiveness. Null hypothesis on the relationship between talent management and the competitiveness of five–star hotels; an executives’ perspective was rejected (β = 1.094, p= 0.001). A second null hypothesis on the relationship between talent management and the competitiveness of five–star hotels; a guests’ perspective was rejected (r = -0.277, p =0.009) but showed the need for improvement on talent management aspects to positively affect competitiveness. This thesis recommends that five-star hotels conceptualise talent management from the perspective of exclusive subject and positions. Hotels also need to enrich hospitality core competencies so that they create quality and diverse sustainable products and services to serve a wider clientele. Additionally, hotels need to enhance their employee brands to boost employee value proposition so that talent is attracted. Talent engagement levels also need to be improved to draw valuable knowledge and effort from talent. The retention of talent and protection of tacit knowledge ought to be improved for greater competitiveness. Talent policies and budgets are put in place. This study has been conducted among the management teams and guests in five-star hotels; it is recommended that a related study is conducted on individuals considered talent in the same hotels.
Analysis of Food Managgement Practices and Safe Provision in Unclassified Restaurants in Nairobi City County, Kenya
(Kenyatta University, 2023-09) Musakala, Doreen Ikala; Monica Akinyi Wandolo; Vincent Nyamari Maranga
Restz}lrfmls provlde food to millions of people away from home. However, provisi of safe food in most of unclassified restaurants particularly in Nairobi Cit (,Zgu?l‘tlls_lcn prosl:sm.dThe aim of this research was to establish how food safety practizes influyeilscz Sbicetves ene 1 sses the nluonce of ood handlng et et o revii i st ) e of foo andling pracn‘ces on sgfje food provision ¥ unclassifi re:tam.'ants, to examine the role of food hygiene training on safe food provision by unclassified restaurants; to determine the effect of food legislation compliance on safe fqod provision by unclassified restaurants; to establish the role of manage‘r:_lem in ensuring that safety standards are achieved on safe food provision by unclassified restaurants and to determine the moderating influence of food safety swnqayds on vt}}e rglatilonship between food management practices and safe food provision in .\alrol?l City County. A mixed method research design was employed as 'fhe 131\_.16 print to guide the study. The study population was 124 unclassified restaurants in Nairobi Central Business District. Questionnaires were used in data collection, in addition to an in-depth interview guide and observation checklist. Questionnaires were administered to supervisors, cooks and waiters while interview schedules were held with restzurants’ managers. Quantitative data were analyzed through means, standard deviation, inferential models and presented in form of tables and figures. T-test was used to establish if there is a remarkable difference between unclassified restaurants that observe particular food safety management practices and those that do not. Chi square test as one of the inferential statistics was employed to determine association batween food handling practices, food hygiene training, food legislation compliance 2nd role of management in application of safe food provisions. Qualitative results were presented in a narrative form and triangulated with quantitative results. The study established that food handling practices on safe food provision by unclassified restaurants was statistically significant (4=8.988; p value of .003<0.05), food hygiene training and safe food provision by unclassified restaurants have a significant association (7= 5.094, p value of .019<0.05, food legislation compliance and safe food provision by unclassified restaurants have a significant association as supp('niled (7=4.544 p value of .025<0.05) while the role of management and safe food provision by unclassified restaurants have a significant association (x=11.107" p vg]ue 9f .601<0,05). The study further found that safety standards moderates Fhe relationship between food management practices and safe food provision by unclassified restaurants in Nairobi City County. From the study findings, the study 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 regommend§ for er food handling practices. the need to periodically train restaurant workers on proper I d There is need for restaurant management to provide workers wnh'sufficwnt clean dress code. In addition, there is need for close monitoring on how food is prepafcd.and s1..01l-ed in the restaurant. The restaurant management needs to organize periodic training programs in form of short workshops, seminars. z‘md confert_ances with key stakeholderi in the hospitality sector and food safety authorities. T!wre is need for the maqagemend of unclassified restaurants to implement any existing food safety gu'uielmes an ! procedures. There is need for restaurant management t0 work closely with restauran employees with aim of enhancing safe food provisions in the hotel industry.
Assessing compliance with food hygiene requirements among urban and sub-urban classified hotels in Bauchi State, Nigeria
(2012-04-12) Olaitan, Esther Adebitan
The hospitality industry being allied with public health through the provision of food and drinks is guided by a number of food safety regulations among which is the Food Safety Act (1990) with the aim of safeguarding consumer health. Studies show however that despite the existence of these regulations and the powers conferred on relevant regulatory bodies to enforce compliance, food hygiene infractions exist amongst hotel operators with all its attendant negative implications. The study aimed at establishing levels of hotels' compliance with food hygiene regulations as well as examining the level of commitment of regulatory agencies in maintaining standards of food hygiene and sanitation in urban and sub-urban classified hotels in Bauchi metropolis through enforcement and supervision. The objectives were based on establishing the level of awareness of the sanitation laws and regulations in Bauchi state by the hotel operators, to determine the level of compliance of hotels to sanitary laws, and find out if regulatory agencies carry out their statutory role of enforcing compliance to sanitation standards effectively. The study was limited to the urban and sub-urban classified hotels in Bauchi metropolis. The diagnostic survey design was adopted and a census population was used for a reliable result. Structured questionnaires were used to elicit information from the sixty-six respondents drawn from the hotels and regulatory agencies strata of the population. Observation checklist was also used to assess premises' sanitary conditions of the hotels. The quantitative data collected was edited, coded and organized into appropriate themes. Data were analyzed using Statistical Package for Social Science (SPSS). Data was described using measures of central dispersion and tendency, frequency distribution tables and percentages. The one-way ANOV A was used to test for differences among the means of, and to analyze the total compliance scores of the eight hotels used for the study as regards all the 24 conditions ·of hygiene and sanitation that the regulatory agencies had scored them, based on a Likert scale with 5 points (5-Very Good, 4-Good, 3-Average, 2-Poor, and IVery Poor). A score between 24 and 56 implied Low Compliance, a score between 57 and 89 implied average compliance and a score between 90 and 120 implied high compliance. Chisquare was used to establish relationship between dependent and independent variables. All the significant tests for the hypotheses were at 95% confidence level (p< 0.05). The study findings were that all the hotel operators in Bauchi are not aware of the National Environmental Health Practice Regulations on food hygiene and sanitation guiding their food business operations, that the level of compliance with hygiene and sanitation regulations were below the average scores of between 57 and 89, and that there was no relationship between enforcement and compliance with sanitation standards in Bauchi. An exploratory analysis of other factors that were responsible for hotels' good practices including compliance with regulations revealed that there is a direct relationship between professional qualification of hotels' units' heads and the hotels good practices. The study recommended an inclusion of and an emphasis on the regulations that guide hotel operations in Bauchi in hospitality courses curricula and a mandatory course on food hygiene and sanitation for prospective hotel entrepreneurs as a prerequisite for obtaining license for all food businesses in Bauchi.
Assessment of domestic tourism among the residents of Nairobi, Kenya
(2011-05-08) Bitok, Jebet Jane
Tourism is an instrument for promoting the economy and livelihood of the people in developing countries, Kenya included. The loss of revenue from the industry in the 1990's had to be made up by involving locals through domestic tourism who unfortunately are not utilizing the tourism products and services well. There is scanty information on the nature and extent of various socio-economic groups who are known to distinguish their status in education and the kinds of goods and services that they consume including tourism. An understanding of the nature and extent of domestic tourism through assessment among residents of Low, Middle and High income estates in Nairobi will guide policy makers to develop effective and supportive policies for domestic tourism marketing strategies. The study was conducted in Nairobi, the Capital City of Kenya. The targeted population was the Low, Middle and High income socio-economic groups. The groups were selected using systematic random sampling technique from the zoning map by the Nairobi City Council Urban Policy Plan (NCCUP). The sample size was determined using Fischer et al formula. Respondents from the three socio-economic groups using cluster random technique were selected for the study. The sample size which responded well was 180 making a response rate of 75 percent which is representative of the sample size. The study adopted a descriptive survey design using both quantitative and qualitative research methods to gather data. The validity and reliability of the questionnaire were tested during the pilot survey. Data were collected using the questionnaires, and the interview schedule. Data were analyzed using the Statistical Package of Social Sciences (SPSS). Descriptive Statistics were used to obtain the mean and mode especially for preference sites. Factors affecting perceptions of domestic tourism were subjected to the Kaiser Criterion principle component (factor analysis) to reduce the number of variables by varimax rotation. Most of the respondents interviewed used most of their leisure time reading (68.9%), followed by 61.7% spending their time indoors and only 22.8% spending their time on domestic tourism. A significant difference was identified between saving for domestic tourism across the economic classes in Nairobi which portrayed significant association with a p-value of 0.015 and the same trend was observed on the amount of money saved. Data were presented in bar charts, histograms and frequency distribution tables. The study of the six residential estates indicates that preferences on tourist attraction sites are controlled by kinds of occupation both economically and socially. Residents have different perceptions on domestic tourism and vest the responsibility for their education and understanding on government and tourist service providers. Respondents are aware they can visit attraction sites and are knowledgeable about the products and services delivered. The preference sites are influenced by demographic factors such as income and level of education. Participation has remained low because costs charged for accommodation and travel was considered expensive by residents.
Assessment of Indigenous Forests as a Tool for Product Diversification in Sustainable Tourism Development in Taita-Taveta County, Kenya
(Kenyatta University, 2020-11) Mwamburi, Esther Mgoi
The Kenyan tourism sector has over the years depended on beach and safari tourists visiting the country’s coastline and some selected wildlife conservation reserves respectively. This has exerted a lot of pressure on these resources resulting in bad environmental and social impacts. To deal with the negative impacts, there have been attempts to create and market alternative destinations such as forests. The purpose of this study was to assess forests and tourism product diversification for sustainability in Taita-Taveta County, Kenya. The study sought to identify the potential of indigenous forest as a tourism products that influence sustainability in Taita-Taveta County, to assess the influence of cultural tourism products associated with tourism sustainability in Taita-Taveta County, to identify the stakeholders involved in forest tourism development and establish their influence on tourism sustainability and to establish the challenges associated with forest tourism products diversification and their impact on sustainability in Taita-Taveta County. The study employed descriptive cross-sectional descriptive survey design. The target population for the study was 35 destination operators and 57 tourists visiting the forests. Purposive sampling was employed to choose 10 destination operators while census sampling approach was used to obtain 50 tourists visiting the forests. Tourists filled the questionnaires while destination operators participated in the interview session. Quantitative data was gathered using questionnaire while qualitative data was gathered using interview guide. Quantitative data collected using questionnaire was analyzed employing descriptive statistics and inferential statistics while content analysis technique was employed to analyze qualitative data gathered using interview guide. The study found out that forest tourism product, alternative cultural practices, stakeholders’ involvement in forest tourism development explained 43.2% of the variations in tourism sustainability. Results revealed that forest tourism product were related with tourism sustainability as supported by (r=0.258, p=0.001). Likewise, the results revealed that alternative cultural practices were positively and significantly related to tourism sustainability as supported by (r=0.334, p=0.001). Moreover, findings showed that tourism stakeholders’ involvement in forest tourism development had positive and significant relationship with tourism sustainability as supported by (r=0.193, p=0.046). Basing on the results of the study, it was concluded that forest tourism products, alternative cultural practices/activities and stakeholders’ involvement in tourism were related to tourism sustainability. The study recommends that Taita-Taveta County needs to take an inventory of the diverse forest tourism products identified. It also recommends that it should be fully profiled and funds for its full establishment be allocated. The investment on the cultural practices should be prioritized in terms of preferences by the tourists.
An assessment of knowledge, attitudes and practices of family planning methods and services among clients in Awassa, Ethiopia
(2012-05-09) Hailu, Asifach
This study was a survey of an assessment of knowledge, attitudes and practices of family planning methods and services among clients in Awassa town, Sidamo Province, Ethiopia. The study examined various demographic, social, cultural and economic variables. These include age, sex, current material status, number of living children and desired number of children, educational attainment, occupational status and religious orientation of the respondent. A sample of 135 family planning clients of both men and women of reproductive age was randomly selected for the study. However, only a few numbers of men were used in the study since women dominated most of the family planning clinics. The family planning clinics studied are Awassa Health Center, Awassa MCH Clinic, Sidamo Agriculture Enterprise Clinic, and Awassa Police Clinic. The sampling technique used for this study was systematic random sampling. Data were collected by means of an interview schedule. Descriptive statistics were used in the data analysis thus tables of frequency distributions, percentages and histograms were used for data presentation. According to the findings, respondents knowledge of family planning methods was high while their knowledge of other places where family planning services could be obtained were very low. The study also indicated that the majority of the respondents were against the idea of discussing family planning matters with their children. Although the respondents who were involved in the study had used contraceptive methods for more than six months, most of them used contraceptives for child spacing rather than limiting the number of births. The study concludes that socio-economic factors have an effect on fertility patterns in that the lower the educational status of the respondents the higher the number of living children they have. It also concludes that the age at marriage, number of living children, education and quality of family planning services are important factors for policy use. The results of the study could be used as a basis of planning for interventions, which can increase family planning knowledge, develop favourable attitudes and promote use of efficient methods of contraceptives.
Assessment of microbial and chemical safety of selected urban-grown vegetables (a case of Thika municipality-Kenya)
(2013-08-13) Inoti, Judith Kiende; Okemo, P. O.; Orinda, G. O.
Agricultural farming in many urban cities provides food security, income, employment and contributes to poverty reduction. An estimated 800 million people living in cities worldwide are engaged in urban agriculture worldwide. Rapid urbanization in developing countries and cities has resulted in the generation of huge volumes of municipal and industrial wastewater. Consumption of food contaminated with heavy metals and micro-pathogens is a major source of health problems for man and animals. Vegetable cropping along major highways with heavy vehicular movement is a major concern food safety. This study was conducted to assess the microbial and chemical safety of selected urban grown vegetables (tomatoes and spinach) in Thika municipality. Samples were randomly collected while demographic information of the urban famers was gathered using semi-structured questionnaires, oral interviews and focus group discussions. The samples were analyzed using standardized protocol for isolating the micro-pathogens and analyzing the heavy metal ions. Numerous indistinguishable pathogens were recovered from the vegetables, soil and water sources and these are believed to be responsible for the frequent disease outbreaks. The pattern of heavy metals deposition showed a decrease in concentration with increase in distance from the road and major factories and industries. Heavy metal concentrations in cultivated soils characterized by heavy traffic were significantly higher (P ≤ 0.05) than those cultivated on soils far from industries and factories. The high microbial contamination rates that are associated with these vegetable samples indicate that overall agricultural, hygiene, harvesting, production and sale practices are poor. Demographic results showed the need to give training to urban famers to improve their hygienic standards. The data presented show that the analyzed samples had high microbial load which is hazardous for public health. The outcome of this study provides a policy guideline on contamination for urban vegetable growers
Assessment of outsourcing decision-making in star-rated hotels in Nairobi-Kenya
(2011-11-07) Marete, Nelly N.; Waudo, Judith; Ondigi, Alice
The emergence of outsourcing service providers in the global market and the rapid development of information technology, has brought about new dimmensions in business management. Non-core activities no longer need to be done within an organisation. These activities can now be handed over to specialist outsourcing contractors whose circumstances allow for efficient delivery at a lower cost. Deciding what represents a core-activity to an organisation , however, is not always an easy task. Nor is the decision the same for all operations. The purpose of this study was to determine trends of outsourcing in star-rated hotels and identify factors that influence the selection of operations outsourced. The specific objectives were to identify the operations commonly outsourced by hotels, determine the factors that influence the decision to outsource sevices, investigate the effects of outsourcing on hotel operations and explore the challenges of outsourcing in hotels. A descriptive survey design was used to assess the factors that influence the selection of operations outsourced. All star-rated hotels in Nairobi were targeted. A stratified random sampling procedure was used to stratify the star-rated hotels into different categories. From the selected hotels, a number of departments were purposively sampled. This gave a total sample of 100 respondents. An interview schedule was used to solicit information from the general managers while a self- administered questionnaire was used to collect data from departmental managers. The data were analyzed using both quantitative and qualitative techinques. Data were presented using tables, graphs and charts. Qualitative data were analysed using narratives and presented in exploratory and discursive form. Chi-square was used to establish the relationship between the operations outsourced and the star-rating of hotels. The findings revealed that the concept of outsourcing was not foreign to hotels as most hotel managers had already embraced it. The most commonly outsourced operations were those that involved non-core activities or the-back-of-the-house activities and those that did not deal directly with the customers, such as maintenance and security. The major factors that influenced the decision to outsource were the need to; improve quality, gain flexibility, cut costs and hence improve profitability. Outsourcing was thus a welcome bussiness concept, but one which could only be undertaken strategically and with caution. The success of outsourcing depended a great deal on the ralationship between the hotelier and the supplier. The study recommended that managers need to determine core competencies that should be kept in-house rather than be outsourced. Outsourcing would be more beneficial if it was given a strategic approach that follows a rational process of decision-making. Hence, the need to align it to the overall cooperate strategy. Managers need to select and evaluate vendors carefully and specify the quality of services needed, in order to avoid disappointments. There should be a proper and well established working framework with policies that govern the whole process of outsourcing.
Assessment of slum tourism as a viable tourism product : the case of Kibera in Nairobi, Kenya
(2013-11-25) Chege, Peninah Wanjiku; Mwisukha, A.; Mayaka, M.
The study was conducted in Kibera slum in Nairobi. It focused on assessing slumtourism as a viable tourism option. The objectives were to: determine the maintourism attraction in Kibera slum, establish the perceptions of Kibera's slum dwellers,Kenya Tourism Board and Victoria Safaris towards slum tourism, determine the benefitsof slum tourism to Kibera slum dwellers, establish measures to be taken to promote slumtourism in Kibera and to determine the viability of slum tourism as a tourism product.The exploratory and descriptive survey research design was used. The target populationof the study was 800,000 residents of Kibera slum who live in a total of 12 villages,160 employees of Kenya Tourism Board (KTB) and 38 employees of Victoria Safaris.The sample size was 472 respondents, 384 from Kibera, 50 from KTB and 38 fromVictoria Safaris. Simple random sampling was used to select 6 (50%) villages in Kibera. Snowball sampling method was then used to select respondents in those six villages.The initial subjects were identified using purposive technique. The subjects from theKTB were selected using convenient sampling method while all subjects from VictoriaSafaris participated. Data was collected by the use of questionnaire. A pilot study wasrun in Kisumu Ndogo slum village. Reliability of the instrument was determined duringthe pilot study using test re-test technique. The Statistical Package for Social Sciences(SPSS) was used to analyze data. Data was then presented in tables and figures. Theresults of the study showed that slum tourism is a viable tourism product as majority ofthe respondents, 435 (92.2%), affirmed this. There was a strong liking for slum tourismacross all categories as majority, 396 (83.9%), view it as beneficial to the slum residentsin improving their living conditions. Poor understanding of slum tourism concept and lackof involvement of residents was the major challenge while lack of policy was the secondmajor challenge. Observing residents' life style and taking photographs were identified as major tourist activities in Kibera slum while improvement of security and involvement ofresidents in tourism activities were identified as key ways for promoting slum tourism.The study recommends that there should be a deeper participation of residents in runningand making decisions on slum tours to increase benefits to the residents. There is also needfor government to develop a policy whose aim is to guide on ways of conducting slumtours. There is also need for Ministry of Tourism to educate the residents on how to takeadvantage of the venture and open up businesses like tour firms and how to provide otherservices in order to reap the benefits of slum tourism.
Assessment of socio-cultural and economic determinants of food selection and consumption among Nairobi households: a case study of Jerusalem, Buruburu phase II and Akiba estates
(2012-05-09) Atebe, Jeria
This was a survey research whose purpose was to assess determinants of food selection and consumption in selected Nairobi households. Among the variables considered were culture, attitude towards food, food preferences, price of food, nutritional knowledge and satisfaction with food selection and consumption. The objectives of the study were to: - (1) investigate the effect of cultural factors on food selection and consumption among Nairobi households, (2) determine the attitudes of Nairobi households towards food selection and consumption, (3) determine the influence of food preferences on food selection and consumption among Nairobi households, (4) investigate the effect nutritional knowledge has on food selection among Nairobi households, (5) investigate the effect of price of certain food commodities on food selection and consumption among Nairobi households, and (6) assess Nairobi households' satisfaction with their food selection and consumption. The data in the study was collected using a questionnaire. The questionnaire was filled by 163 respondents from Jerusalem, Buruburu phase II, and Akiba (Langata) estates. The respondent was the person in the household who was in charge of food selection. The research period was between June-August 1992. The data were analysed by the use of mean, frequencies and percentages, and presented by the use of tables and charts. Results of the study showed that cultural factors did not influence food selection and consumption in Nairobi probably due to the town's cosmopolitan nature. The people from different cultural backgrounds have mingled and influenced each other’s food selection and consumption practices. Households selected those foods they could afford ad preferred. Most households in the study liked most of the foods that were provided on the food list. However, fish, coconut, coffee and cocoa were rated as disliked by some of the households. These foods tend to be unavailable both economically and physically, and are unfamiliar and therefore end up being disliked. The price of food was found to be the greatest determinant of food selection and consumption as shown by the results. Most households rated most foods as expensive. Jerusalem households were most affected by price of food as compared to Buruburu and Akiba households. This was attributed to Jerusalem's low total family monthly income. The study showed that nutritional knowledge did not influence food selection and consumption. Respondents were found to be nutritionally knowledgeable. However, most households especially in Jerusalem were found to select and consume foods that were nutritionally inferior. This was explained by the fact that, most of these households could not afford the more expensive food stuffs which mostly comprised of proteinous foods. It was evident from the study results that households did not regard cultural feelings towards food selection and consumption. Thus they did not advocate men getting served first with best parts of food, and women eating last. Most households believed in each family member getting equal attention in food service. Traditional foods were also regarded to have equal value to modern ones. Study findings showed that there was general dissatisfaction with the quality and quantity of foods selected and consumed. Households were also dissatisfied with the cost of food. Jerusalem and Buruburu households indicated a dissatisfaction with the general appeal and variety of foods selected and consumed. However, most households were generally satisfied with the distribution of food amongst family members and also the availability of foods they selected. About half of the households were satisfied with the distance of the shopping centre from their houses.
Assessment of the contribution of leisure and Recreation facilities to the revenue of three Star hotels in Nairobi County, Kenya.
(Kenyatta University, 2015) Karobia, Annie Wanjugu
Leisure and recreation is an area which is constantly changing and must be closely monitored to retain the hotels competitive advantage and subsequent market share. Leisure and recreation facilities (LRF) benefit a hotel in the following areas: competitive advantage, positive image and as a marketing asset. Guests in a hotel expect LRF to be available in a hotel. This research examined the LRF available in three star hotels in Nairobi County, Kenya and the extent to which they are used. The research aim was to determine whether the use of LRF benefits the hotels in increased rate charges, turnover rates in room occupancy, restaurant and conference and also in membership which are indicators of revenue gains. A cross sectional descriptive research design was used to gather information from the respondents. The location of the study was three star hotels in Nairobi County Kenya, where the general managers, front office managers, recreation managers, recreation attendants and or instructors and facility users who were present at the time of data collection were the target population. Questionnaires and interview schedules were used as the research instruments to collect data. The instruments were pretested in order to obtain the reliability using the test retest method which was subjected to Pearson's Product Moment correlation coefficient. Data was analyzed using descriptive statistics such as frequency distributions, percentages and means. Inferential statistics were used to determine the relationship between LRF and rates charged, turnover rates and membership. Data from the open-ended items was summarized into frequency tables. The data was presented in pie charts, graphs and tables. The study found out that three star rated hotels in Nairobi County, Kenya had diverse LRF which included; swimming pools, golf course, steam bath, massage parlor, squash court and tennis court. The research found out that more than half of the clients in S6 percent of 3 star hotels made use of LRF. The hotel clientele was composed of in house guests (11%), walk in guests (SO%) and registered members (39%). The study indicated that on average, LRF contributed 7 % to the total hotel revenue. According to the respondents, it was found out that LRF had impact on the rates charged on the hotel services and facilities. Positive associations were found between the presence of LRF and turnover rates in room occupancy (p=O.OOO
Assessment of the labour turnover and wastage levels in three to five star-rated hotels in Nairobi, Kenya
(2012-04-12) Kung'u, Samson Kuria; Mwangi, Peter Wanderi; Alice N. Ondigi
Labour turnover represents direct cost to organizations. It affects organizational growth, profitability and customer satisfaction. The purpose of this study was therefore to establish internal and external causes labour turnover levels, determine labour turnover levels as well as to determine labour wastage levels in three and five star-rated hotels in Nairobi city. Nairobi city had 7 hotels classified as three star and 9 hotels classified as five star- hotels. The study adopted descriptive survey research design. Simple random sampling method was used to pick respondents for this study. Subjects for this study included 16 Human resource managers and 493 non-management employees working on permanent basis in the selected hotels. This study therefore involved a total of 133 permanently employed staff working in these star-rated hotels. Data from the respondents were collected using both structured and unstructured questionnaires.Descriptive statistical tools such as, means, standard deviations ratios, percentiles and correlations were used to present the study findings. The results indicated that labour turnover was higher (68%) in three star-rated hotels compared to 13% in the five star-rated hotels. The results also indicated that training, experience, age, promotion and the hotel star-rate were key factors in determining the labour turnover. The results indicated that labour wastage due to job transfers and resignations within 12 months had a mean score of 5.0, slightly below the industry'S mean score of 7.0. Subsequentl y, unfavo rable working conditions, long working hours with minimal pays and poor employees training policies were the main causes of labour turnover in both hotel categories under the study. The results also indicated strong positive Pearson product moment correlations among the employment duration, number of years worked, experience and job change which ranged from -.652, .867 where p<.OI. The study therefore recommended that, the management in hotels to initiate employee' retention programmes as human capital is the most valuable ,asset of all organizations. Additionally, the management to review the employees' ,welfare conditions such as giving better salaries, introducing flexible working hours to 'hotel employees in order to balance individual work and personal life; among other incentives. The study further recommended improvement of the working conditions in the hotel sector in order to boost employees' morale as these are the ingredients to employees' commitment to the organization. The study further suggested that a similar study needs to be carried out at a national level to determine labour wastage in all starrated hotels in Kenya.
An assessment of training relevance and its implications on job performance and customer satisfaction (a case of four and five star hotels in Nairobi)
(Kenyatta University, 2014) Wang'ombe, Lawrence Kabuitu
The study examined linkages between job performance and training in the hospitality industry and the subsequent effect on customer satisfaction. The general objective for the study was to assess customer satisfaction in regard to job performance for the formally trained employees in the hospitality industry. The study was limited to 4 and 5 star hotels in Nairobi City. A cross-sectional survey design using purposive and simple random sampling was adopted. 180 operatives were randomly selected, line managers, customers and section heads from the four and five star hotels in Nairobi participated in the study. Data were collected using both structured and unstructured questionnaires from operatives, customers and line managers, whereas interview schedules was used for the departmental heads. Qualitative data was edited, coded and organized into appropriate themes. The analysis was done using the statistical package for social sciences (SPSS) including frequency distribution tables and percentages. Inferential statistics were such as chi-square and multiple regression were used to establish relationship between dependent and independent variables. ANOVA was used to establish the difference between skills and job performance. The results indicated that there was a positive linear relationship between training (input) and performance appraisal results (output). An increase of rating training by 1 point led to an increase of performance by 19.62 percent. It was found out that 33.3 percent of the customers were very satisfied, 44.4 percent were satisfied while 22.2 percent were not satisfied with the level of service provided, based on job performance and customer satisfaction. It emerged that the level of education was paramount in the performance of employees and subsequent customer satisfaction. It was concluded, that training and job performance were significantly related to customer satisfaction. Therefore for the industry to have an edge on the basis of job performance and customer satisfaction, training was considered a key component for effective manpower. It was recommended that further research on policy formulation for hospitality training through relevant stakeholders' participation would be necessary for an efficient resource human development in the hospitality industry. Hospitality executives should understand what customers expect during service encounter and what features are needed to deliver high qualify services. They should address the service-performance gap by understanding what need to be delivered and appropriate specification developed for employees to deliver superior services. In conclusion all the null hypotheses in this study were tested: there is significant relationship between customer satisfaction. training and job performance in hospitality industry
Biodiversity Conservation Factors Influencing Wildlife Tourism at Oljogi Conservancy in Laikipia County, Kenya
(Kenyatta University, 2021) Munyao, Nzomo Cosmas; Shem Wambugu Maingi; Albert Chege Kariuki
Wildlife-based tourism generates significant cash that can be utilized to fund ecological efforts. The focus of this research was to look at the biodiversity conservation factors that influence wildlife tourism at Oljogi Conservancy in Laikipia County, Kenya. Specifically, it sought to profile visitors in relation to preference of wildlife tourism, determine visitors’ preference to wildlife tourism, and examine satisfaction levels in addition to whether animal conservation influenced wildlife tourism at Oljogi conservancy. This research would be of value to various stakeholders. Policy makers for example, the government, Kenya Wildlife Services and Kenya Forest Service, among others, may find it important as it forms the basis for policy formulation to improve wildlife tourism. This research could potentially be beneficial to management of the Oljogi Conservancy as it could drive the formulation of strategies that could improve wildlife tourism in that institution. The information would also serve as a crucial tool to tourism marketing organs like the Magical Kenya brand. Findings from the proposed study would be useful to private sector players like KATO and KATA to achieve their animal conservation strategies. NGOs in conservation, would also find the study equally important as well as other researchers and scholars. The study was based on a descriptive3research design. The target population was 13,728 tourists who visit Oljogi conservancy annually. The visitors as well as tour guides were key informants. The survey's 384 tourists were chosen using random selection, whereas the tour guides were chosen using convenience sampling. To get information from the visitors, a structured3questionnaire was used while an interview schedule guided collection of3data from the tour guides. Results revealed that observing wildlife3in its natural environment, behaving3naturally and viewing unique3wildlife were3the three most important3features in tourism3experience. For the most part, the visitors we engaged for research were witnessing their favored wild creature for the very first moment. Nonetheless, the majority of tourists interacted with, handled, or fed wild animals that were friendly in nature as well as uncommon and distinctive. The research further discovered that the black rhino remained the more preferred species, followed by leopard as well as the lion in this sequence. The conservation status of the Oljogi too was considered to be satisfactory. This research found that the tourist profiles for wildlife preferences, as well as habitat conditions, had a substantial impact upon wildlife tourism in Oljogi Conservancy. Furthermore, the significant number of individuals who stopped at Oljogi Conservancy were really pleased with their wildlife encounter. At Oljogi Conservancy in Laikipia County, Kenya, the investigation demonstrated that biodiversity conservation factors influence wildlife tourism. The research proposes appropriate strategies to guarantee endangered animals’ preservation, an expansion in the percentage of chosen wild creatures, and a high degree of visitor satisfaction. A comparable study should be conducted in national parks and reserves so that the results may be compared.
Brand Experience and Post-Purchase Behavior among Millennial Guests in Classified Hotels in Nairobi City County, Kenya
(Kenyatta University, 2024-06) Muli, Josephine Nthenya
Millennials are quickly emerging as the hospitality industry's primary target market. Players in this industry are often faced with stiff competition and other uncertainties, with each hotel brand trying to scramble for the attention of this cohort. Customer loyalty is among the most long-term resources of the hotel, while post purchase behaviour can be developed as a long-term common valuable relationship with hotel guests. This investigation aimed to evaluate the influence of brand experience and post purchase behaviour of millennial guest of classified hotel brands in Nairobi City County, Kenya. There is scanty literature on millennial guests and their brand experience and post purchase behaviour of classified hotel brands in Kenya. This study sought to fill the knowledge gap in this area. The research was conducted among millennials in Nairobi City County. An embedded mixed-method research design was applied to collect quantitative and qualitative data from millennial guests born from 1982-2002. Convenience sampling was used to select millennial respondents from each hotel category, while purposive sampling was used to collect supplementary information from the managers. A sample size of 384 respondents was obtained from the possible 10,000 target population of millennial guests in classified hotels in Nairobi City County. Questionnaires and interview schedules were used to collect data from millennial hotel guests and front office and restaurant managers. A pretest of the questionnaire and interview was conducted to evaluate their reliability and validity for the current research. Quantitative data analysis with Stastical Package for Social Sciences v.29 comprised descriptive statistics (frequencies, percentages, means, and standard deviations) and inferential statistics (multiple linear regression). Hierarchical linear regression analyses were performed to test the moderating role of each socio-demographic characteristic on the influence of hotel brand experience on the post-purchase behaviour of millennial guests. Thematic analysis with NVivo was applied to analyse data collected from key informants. The findings revealed significant positive relationships between facets of hotel brand experiences comprising price (r = 0.563, p < 0.001), sensory (r = 0.784, p < 0.001), affective (r = 0.712, p < 0.001), behavioural (r = 0.613, p < 0.001) and ambience (r = 0.796, p < 0.001) had a statistically significant positive relationship on hotel brand experience and post-purchase behaviour of millennial guests. Additionally, gender, age, education, income, and hotel star rating had significant moderating effects on the influence of hotel brand experience on the post-purchase behaviour of millennial guests. The study recommends that managers of classified hotels consider the current research results when developing brand experience strategies to boost future business among guests of the dynamic millennial generation.
Cluster-Based Critical Success Factors, Government Moderation and Destination Competitiveness of Conference Facilities in Nairobi City County, Kenya
(Kenyatta University, 2021) Kyalo, Makau Victor; Sisinio Kiria M; Mary Mutungi M.
There has been progressive development of conference facilities that stimulate business to sectors such as transportation, entertainment, trade, accommodations, communications and also the Meeting, Incentives travels, Conferences and Exhibition (MICE) sector. The huge benefits ripped in the MICE facilities prompts the need for further research so as to comprehend, the effect of critical success factors of conference facilities and government interaction towards their destination success. Lack of innovative marketing, human resource management and lack of proper financing strategies for the conference facilities makes Kenya lose visitors to other destinations. This has made destinations encounter challenges in developing, strengthening and sustaining their competitive positions in a competitive global market. This problems were identified in Nairobi City County since it is a region that hosts the largest number of delegates and conference facilities. Therefore, the main aim of this study was to investigate the effect of critical success factors of conference facilities on destination competitiveness and government moderating role in the relationship in Nairobi City County, Kenya. The study was delimited to selected CSFs namely marketing, human resource management and financing on destination competitiveness of conference facilities in a cluster based approach. The study was underpinned by Resource Based View and Porter’s Diamond theories. This study utilized the pragmatist research philosophy using mixed methods approach. Descriptive and correlational designs were employed and the target population comprised of 53 conference facilities based in Nairobi City County out of which 47 facilities were selected to participate in the study. The marketing, human resource, finance and events manager, and the chief executive officers from the sampled 47 facilities were considered as study participants contributing to a total of 212. The study further sampled five conference facilities owners for the interviews. Multi-stage sampling technique was employed in two stages that included cluster and purposive sampling. Self-administered questionnaires and interview guides were pre-tested and used in data collection where a response rate of 81.1-100% was obtained. Data was entered into statistical packages for social sciences version 22.0 and analysed using two stages. Descriptive statistics employed the use of frequencies, percentages, mean and standard deviation while inferential statistics comprised of Pearson product moment, correlation and regression analysis. Data was presented in tables, graphs, charts and textual format. Study findings revealed that cluster-based marketing (β=0.722, p˂.001), cluster-based human resource management (β=0.767, p˂.001) and cluster-based financing (β=0.543, p˂.001) of conference facilities had a positive significant relationship with destination competitiveness in Nairobi City County, Kenya. The study further revealed that government (β = 0.213, p = 0.129) had no moderating effect on the relationship between critical success factors of conference facilities and destination competitiveness. The study concludes that cluster-based marketing, human resource management and financing had a statistically significant effect on destination competitiveness. The study also concluded that government had no statistically significant moderating effect between critical success factors and destination competitiveness of conference facilities. The study recommends that for government to attain a significant moderating effect towards conference facilities and destination competitiveness in Nairobi City County, it should direct adequate resources to support the sector. The study also recommends operationalization of a Visitors Convention Bureau to collaborate in management of conference facilities in the destination.
Community Based Tourism Programmes Entrepreneurial Performance and Capabilities in Arusha,Tanzania
(2013-03-21) Mollel, Dud Ng'ida
This study aimed to investigate entrepreneurial performance and capabilities for community based tourism programmes (CBTPs) and their supply chain businesses for communities located at close proximity to protected areas in Arusha, Tanzania. Specifically, the objectives were; to establish the CBTPs value chain and entrepreneurial intensity, to relate skills and resources with performance and to identify government related factors affecting community based tourism (CBT). Cross sectional sutv~ey design using both qualitative and quantitative paradigms. Cultural .,', practitioners were the study population. The sampling procedures included a multistage, probability, purposive and snow ball. Information was gathered from a sample of 210 respondents using both primary and secondary data sources. Both dependency and interdependency multivariate analytical techniques were used in data analysis. While independent variables were a set of entrepreneurial skills and local resources, dependent variables were sales and employment trends in the past three years. To overcome confounded effects on variables, Government factors were included in the scope. To examine the existing correlation between skills, resources and performance, correlation analysis, multiple regression, factor analysis were executed. It was found that CBTPs at close proximity to protected areas in Arusha have abundance of natural and cultural heritage that can provide unique experiences to tourists. The majorities of CBTPs depend On.inC:9J;l~,istemntembers and are owned by few individuals which lead to questions whether they. benefit the majority of local communities at the f" _~ ' destinations. There were no' dear entrepreneurial capabilities and the essence of CBTPs' performance as a pr,ocess of entrepreneurship is somehow debatable. It was found that entrepreneurial skills and CBTPs' performance were not positively related. At p = 0.01, organizing skills (beta = 0.197; t = 2.047) and managing skills (beta = 0.227; t = 2.785) were found to be significant predictors of performance. It was revealed that the owned local resources by the CBTPs at close proximity to Protected Areas in Arusha were positively related to the programmes' performance. The Cronbach alpha for government policies was high (0.767) with a correlation coefficient of 0.221 at p = 0.01, implying that they have a significant influence on CBTP development. Government involvement in CBT was seen as being driven by realization of existing potentials for more revenue collection. It was recommended that CBTPs owners have to be supported in terms of; programmes start-up and incubation, strengthen local institutions so that realized benefits may conform with ownership structures, collaborative networks, education and training so as to be empowered to realize their potentials by starting with mass awareness creation, CBTP demand creation, ability to compete with formal operators, human-wildlife conflicts, image and commodification challenges. Suitable and coherent policies that illuminate the whole tourism industry are crucial for successful performance of CBTPs.
Compensation Strategies and Labour Turnover among Employees of 3-5 Star-Rated Hotels in Nairobi City County, Kenya
(Kenyatta University, 2024-03) Mutiso, Joan Mbithe
Employee turnover is a key challenge in the hospitality Industry today. Compensation plays an important role in determining employees’ job satisfaction. The study aims to determine different types of compensations in practice in Hotels under study and analysis the type which attracts retention of employees more. This study was guided by five objectives: To assess the influence of the direct financial compensation strategies on labour turnover intentions of employees in 3-5 star rated hotels in Nairobi City County, Kenya; To evaluate the influence of the indirect compensation (fridge benefits) strategies and Labour turnover intentions among employees in 3-5 star rated hotels in Nairobi city county, Kenya; To establish Non-Financial Compensation strategies that influence Labour turnover intentions among employees in 3-5 Star Rated Hotels in Nairobi City County, Kenya; To examine the influence of the compensation practices on Labour turnover intentions among employees in 3-5 in star rated hotels in Nairobi City County, Kenya; To determine the moderating effect of socio-demographic factors (Age, gender,Education,income) on the relationship between compensation strategies and labour turnover intentions in 3-5 star rated hotels in Nairobi City county, Kenya. The study was guided by the Herzberg’s two factor theory of motivation and Expectancy theory. Descriptive research designs was used. A semi-structured closed ended questionnaire was used to collect data. The target population comprised a total of 463 managerial and operative staff. A stratified random sampling technique was used and a sample of 210 respondents selected and questionnaires administered. The Human Resource Managers were purposively included in the sample and interviews were scheduled for them as key informants. Data obtained was analysed using chi square contingency test and odd ratio to evaluate the association of direct financial strategies, indirect financial strategies, non- financial strategies and compensation strategies. Content analysis technique was utilized to analyse qualitative data. The findings were; that majority of employees in the 3-5 star rated hotels were between the age of 31- 40 and had Diploma level of education. Although base pay and commissions were the most popular compensation alternatives with a P<0.05, they were not significantly related to employee turnover, whereas indirect and non-financial compensation were significantly associated with employee turnover with 42.2% indicating that they would likely leave. On hypothesis testing, the null hypothesis for objectives one to three were reported as statistically significant with a P-Value less than 0.05. This indicates that direct, indirect and non-financial compensation strategies influence employee turnover (P<0.05). Notably, compensation practice does not influence turnover (P>0.05). The study concludes that a mix of compensation strategies, salary packages and improved working environments should be enhanced to reduce Labour Turnover. The likelihood of exit is high in the 3-5 is high with a P<0.08 thus the study recommends that the Hotels under study apart from base pay and commissions, should also provide their employees with special employee retention packages such as retirement benefits, insurance cover, medical allowance, travel, meal and recognition allowances. In addition, periodic review of employee benefits based on the prevailing market dynamics. The study recommended that a comprehensive compensation package be provided to reduce labour turnover intensions.
Contribution of Cultural Festivals to Event Tourism Development in Kwara State, Nigeria
(Kenyatta University, 2018) Abdulkadir, Jimada
Kwara State in Nigeria is endowed with a rich culture, however its contribution to event tourism is not known. The purpose of the study was to determine the contribution of the cultural festival on event tourism development in Kwara state, Nigeria. The objectives of the study were: to profile cultural festival products and their effects to event tourism development, to establish the strategies adopted to create awareness on cultural festivals to develop event tourism and to evaluate the influence of cultural festivals on event tourism development in Kwara State, Nigeria. The study adopted descriptive research survey design to collect primary data using a mixed quantitative and qualitative method. The study targeted a population of 517 who comprised of 500 members of three cultural festival associations and 17 government officials. Slovin’s formula was used to proportionately select a sample size of 347subjects from a target of 500 cultural association members. Simple random sampling method using lottery method was used to select the members of the cultural associations’ respondents. In addition, purposive sampling method was used to identify government official as expert respondents. The study used structured questionnaires to collect primary data from the cultural associations’ respondents, while the interview schedule was used to solicit information from government officials. Data collected from members of the cultural associations were cleaned, coded and entered into Statistical Package for Social Sciences for descriptive statistical analysis. In addition, multiple regression analysis was conducted to assess the relationship between independent and dependent variables. The findings of descriptive quantitative analysis were presented in tables and charts. Qualitative primary data solicited from government officials were thematically analysed and presented as key voices and verbatim reporting. The study, in conclusion, found that there is a variety of cultural festivals held in Kwara State. However, the cultural festivals, awareness strategies and their influence to tourism contributed to 21.0% to the development of event tourism in Kwara State. Though the three variables explored contributed little to event tourism development types of cultural festivals contributed the most (Beta=0.222) while awareness strategies of cultural festivals (Beta=0.033) contributed the least. The study recommends that the Nigeria Federal and State government together with stakeholder need to come up with policies and programmes to identify and promote cultural festivals as an event tourism product. The study also recommends for international marketing of the rich these cultural festivals reach the global customers. The findings will benefit the Nigeria Federal and State government together with stakeholders with vital information on the state of cultural festivals in Kwara state. This vital information will help Nigeria Federal and State government to develop policies and programmes for developing event tourism. The private sector, Non-Governmental Organisation and other stakeholders may use this document to identify opportunities for investment in cultural event tourism. Finally the study will benefit the world of academia since it will add to the literature on culture and event tourism.
The contribution of soapstone handicraft industry to community tourism in Tabaka, Kisii County, Kenya
(Kenyatta University, 2015-12) Ogembo, Josephine Bonareri
Many countries in developing world have turned to tourism as a tool for sustainable development. Community participation is a crucial element to the success of tourism development. The level of success of tourism within a community is dependent upon the degree of resident‟s involvement and participation. The purpose of this study was to assess the contribution of soapstone handicraft tourism industry in Tabaka in Kisii County. The objective of the study was to investigate the contribution of soapstone handicraft industry to the growth of tourism activities in Tabaka sub-location in Kisii County; the study employed a descriptive research design targeting soapstone operators and their leaders in Tabaka Sub-location. The sample for this study comprised of five group leaders purposively selected and 85 soapstone operators selected using stratified random sampling method from five soapstone self-help groups in Tabaka sub-location. Data were collected using a structured questionnaire and an interview schedule. Both quantitative and qualitative data were analysed separately and synchronized. Quantitative data was analysed using SPSS software. Qualitative data was analysed using thematic data analysis method then incorporated with quantitative data in presentations and discussions. The results of this study were presented using descriptive statistics such as frequency tables, figures and graphs while emerging themes were reported as reflected in the analysis. The response rate of 94% was achieved and deemed to be very good. The findings indicated that there was minimal tourism in Tabaka though majority of Tabaka residents were involved in making soapstone handicraft products largely consumed by tourists at different destinations in Kenya as souvenirs to carry home. Stakeholders played various roles where the government engaged in planning and policy development coordinated both private and public sectors but needed to do more especially in marketing and building of appropriate infrastructure. The industry faced challenges that arose from limited education of operators, limited funding, lack of infrastructure and exploitation by middlemen. However suggestions of strategies to overcome the challenges community residents faced were made as the need for the government involvement in creating awareness, to facilitate the acquiring of potential entrepreneurial skills, lack of modern tools and limited marketing knowledge of members, encouragement of stakeholder participation in providing the needed support, government commitment to the building of infrastructure and supper- structure and enhancing of marketing of Tabaka as a destination of choice. The study recommended a further research to explore the role of tour planners in promoting Tabaka soapstone handicraft as one of cultural tourism products in western Kenya tourism circuit.

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