PT-School of Hospitality and Tourism Management

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An assessment of the relationship between hotel ratings and customer satisfaction with service delivery in hotels in Mombasa county, Kenya
(Kenyatta University, 2014-11-28) Mburu, Cecilia, N.
Kenya is among the famous tourist destinations in Africa. The government has initiated various campaigns to promote tourism. One of the major and significant components of tourism that should be considered is hotels. A high level of tourist satisfaction with hotels' service delivery is crucial in maintaining an image of a tourist destination. The most visible method used by the GOK to manage hotels' service standards and increase customer satisfaction is hotel classification. Hotel classification is ranking of hotels into classes according to the quality of hotels' facilities and services. There is need for consistency between hotel classifications and the extent to which they reflect customer satisfaction. Customer satisfaction is the key for success of hotel businesses and tourist destinations: it affects business profitability, increases customer loyalty; influences repurchase intentions and leads to positive word-of-mouth. However, the Kenyan hotel sector still faces challenges associated with customer satisfaction: reduced numbers of customers and market share, tourists' expenditure per capital, repeat guests, and return on investment. The purpose of the study is to evaluate whether the hotel ratings in Kenya match customer satisfaction. To achieve this, the study will use three specific objectives: to establish the perceptions of hotel GMs on features of a hotel rating system that may enhance customer satisfaction in hotels; to assess customer satisfaction levels in rated hotels in Mombasa County; and to determine the relationship between hotel ratings and customer satisfaction in Mombasa County of Kenya. The study will review literature on hotel ratings across different countries. The study will use conceptual, theoretical and operational models to link theory to practice. The theoretical theories guiding the study are SERVQUAL (Service Quality) theory and Expectancy Disconfirmation theory. The study will use survey research design to collect information from the classified hotels in Mombasa County of Kenya. Stratified and simple random sampling techniques will be used. Primary data will be collected using self-administered questionnaires and personal interviews. Data collected will be analyzed using descriptive and non-parametric tests. Analyzed data will be presented using various descriptive statistical techniques such as frequencies, percentages, graphs, tables and charts. Hypotheses will be tested using Spearman's rank correlation coefficient and Chi square. Appropriate interpretation of the findings and recommendations will be done accordingly. The expected results of this study will be useful to GOK and MEAACT in improving hotels service standards through hotel rating to enhance customer satisfaction.
Determinants of career choice by hospitality management students in ,Nairobi, Kenya
(Kenyatta University, 2014) Mbae., Loyford B.
Career selection is one of the many important choices students make in determining their future paths. Personal aptitudes, educational attainment, environmental conditions and job market are among factors that largely influence career choice. As such many students are unable to make or express their career choices hence, some change their career in the course of training while others end in wrong careers that are not in their interests. The study therefore aims to investigate the determinants of career choice by hospitality management students in Nairobi Kenya. Specifically the study will aim to: determine the influence of social economic factors on career choice of hospitality management students in Kenya, evaluate the influence of school career resources on career choice of hospitality management students, establish the extent to which transitions in labour markets influence career choices of hospitality management students in Kenya, ascertain the influence of personality factors on career choices of hospitality management students. The study will also seek to establish whether any relationship existed between socio-economic, school career resources, transitions in labour market and personality factors and career choice of hospitality management students in Kenya. The survey will adopt a cross-sectional descriptive research and will be carried out in Nairobi County targeting all public universities training hospitality careers. These universities are; The University of Nairobi Kenyatta University, Moi University and The Technical University of Kenya. It will target 4039 students enrolled in the hospitality management school through joint admissions board (JAB).The sample frame of the study will be first year hospitality management students in the four universities.384 hospitality students will participate in the survey .These respondents will be identified by use of Kothari's formulae (s= )(2NP (I-P) -7- d 2 (N -1) + X 2P (1- P). Open and semi closed questionnaires will be used to collect data. Interviews will be carried out to ensure triangulation. Pre-tests will be conducted and its validity tested for internal consistency by use of Cronbach's Alpha with a 70% acceptance level. The data from the field will be coded to enable the use of computer in the summarizing. Pearson Product Correlation will be utilized to test for relationship between variables. Student t-test and one way analysis of variance (ANOVA) will be used to test for significance difference in the means between variables. The results will be presented on frequency distribution tables, pie charts and bar charts. Descriptive frequency tables will be produced using the statistical package for social sciences
Determinants of diner response to oriental cuisine in speciality restaurants and selected classified hotels in Nairobi county, Kenya
(Kenyatta University, 2014-11-28) Nyakira, Norah Eileen
Oriental cuisine refers to ethnic food or specific regional CUISIne of the Far East. Countries of the Far East are Japan, China, Malaysia, Korea, Vietnam, Indonesia and Thailand. Cuisine of the East is viewed as inedible by some diners. There has been great need to understand diner food preference from a global or cross-cultural perspective due to the growing amount of international business especially from the East. Studies on culinary cuisine have concentrated on African traditional foods, yet information on oriental cuisine is negligible locally. This study has to rely on studies done in Europe and Asia from which to develop an approach to this study. The researcher will look at oriental cuisine phenomenon from the viewpoint of diners by exploring diners' demographic profiles, response to oriental cuisine of Far East speciality restaurants, factors that influence diner's decision to dine in the Far East oriental, evaluate diner experience in oriental cuisine restaurants and perception towards oriental cuisine in speciality restaurants and classified hotels in Nairobi County. These objectives will set the stage that will help demystify the beliefs held by diners about this cuisine. Methodology part discusses the target population and the sample size arrived at which is proportionate to the population. The study will employ cross-sectional exploratory and descriptive survey design. Data analysis techniques to be used in this study, such as descriptive statistical analysis, multivariate regression analysis and inferential statistics among other methods are briefly discussed together with how the dependent and independent variables will be measured. The study will take place in Nairobi County which is the capital city of Kenya and is cosmopolitan with a diverse multi-ethnic population. Purposive random sampling, systematic random sampling, census and simple random sampling and will be used in the study. Descriptive statistics such as frequencies and means will be used to describe the demographic profile of respondents. Descriptive analysis will also be used to analyze questions on the likert scale. Chi-square CX2 ) will be used to measure categorical data and association of two attributes to determine the strengths of associations. Diner experience and perception will be measured using regression analysis and their relationship with intervening variables and later described using inferential statistics. The findings of the study is likely to reveal that while some domestic diners hold a negative perception towards oriental cuisine, those who are exposed by frequent dining out or have possibly visited the East may be willing to eat oriental cuisine. There is also a possibility that oriental cuisine of East Asia has been changed to suite the local palate of diners in speciality restaurants. These are known as blended or fusion cuisine which is acceptable among domestic diners. The findings of this study will be used to identify important consumer concerns in the foodservice industry especially in oriental cuisine restaurants. It will be beneficial to the hospitality industry in unveiling food biases and will suggest the need to create awareness through food festivals and which will in turn promote Kenya as a multicultural destination - "a home away from home" with an for integrated economy
Effects of facilities management on workers performance in 3-5 star hotels in Nairobi county, Kenya
(Kenyatta University, 2014-09-26) Kosgey, Julius Kipsang
In today's competitive business environment, hospitality organisation can no longer afford to waste the potential of their workforce. Facilities management continues to affect the way in which hotel property and other physical assets are being managed, which has a subsequent impact on the worker's performance. Previous studies reveal that, this phenomenon has had only limited impact in hotels because of being overly-associated with the negative aspects of outsourcing to the detriment of health and safety, customer experience and satisfaction, and operational efficiency. In Kenya, very little has been documented on facilities management within the hotel industry. The main purpose of this study will be to determine how facilities management influence workers' performance in the hotel industry. Specific objectives will be to; examine the relationship between maintenance management and workers performance; effect of workplace design on workers performance and to establish whether there are regulations and standards on facilities management in star rated hotels in Nairobi County. The study will adopt a descriptive survey research design. Stratified, random and purposive sampling method will be used to pick the respondents. Data collection instruments will include questionnaires, interview schedules and observation checklists targeting the hotel general managers, departmental managers and junior staff. The collected data will be coded, tabulated and edited with the aid of suitable electronic statistical package, then presented using tables, graphs and pie charts to enhance a meaningful description. The data will be analysed using descriptive statistics namely frequencies, percentages and means to explain the variable characteristics, while inferential statistics including correlation and regression analysis will be used to determine the variable relationships. The research hypotheses will be tested using Pearson's Moment of Correlation. ANOVA tests will be conducted to determine whether the postulated model works
Entrepreneurial Orientation as a Predictor of Organization Performance: A Perspective of State Corporations in the Energy Sector in Kenya
(arcjournals, 2023-09) M’mboga, Eunice; Kinyua, Godfrey Muigai; Kung’u, Patricia
Kenya's energy sector has generally underperformed, particularly in terms of efficiency and management. Furthermore, statistics show that strategic objectives in the energy sector, such as increasing electricity generation capacity, the goals of improving access to services and information, boosting stakeholder satisfaction, and upgrading technology have not been accomplished, resulting in poor results. This study investigated the effect of entrepreneurial orientation on the organization performance of government entities in Kenya's energy sector. The research was based on resource based view, dynamic capabilities theory and the balanced scorecard. The philosophy used in this study was positivism philosophy. The research design was cross-sectional, including inferential and descriptive analysis. The study's target group included 11 Kenyan state corporations with 887 managers. A sample size of 285 respondents was chosen using a stratified random selection procedure. The respondents were managers in the fields of human resources, accounting, marketing, operations, corporate affairs, procurement, and supply chain management as well as information and communication technology, administration, finance, and business strategy development. To acquire primary data, a semi-structured questionnaire was used. Quantitative data was analyzed and presented using figures and tables, as well as descriptive and inferential statistics. Tables and pie charts were used to convey quantitative data. The findings of the research demonstrated entrepreneurial orientation had a significant effect on performance of state corporations in Kenya's energy sector. The findings of the study contribute to the body of knowledge thereby enriching the formulation of policies and best practices in entrepreneurial orientation. Management of energy state corporations should entrench activities and practices the foster entrepreneurial orientation so as to optimize organizational outcomes. Future researchers should focus on other sectors such as health, education, agriculture, water, and the private sectors considering the use of both financial and non- financial attributes of organization performance. Keywords
Homestay Tourist Accommodation as a Concept to Boost Rural Economies in Kenya: A Case of Taita Taveta County
(2013-12-23) Kimaiga, R. K.; Kihima, B. O.
The economic potential of tourism in less developed countries has been identified as an important contributing factor to global tourism growth. In most developing countries, tourism has normally been portrayed as a contributor to small scale enterprises directly uplifting the standards of living as well as a catalyst for community development. As an extended form of community participation in tourism, the homestays concept seeks to empower individual households earn an income from tourism directly. Due to the potential of the home stay program to provide additional income and employment for the local people, the government of Kenya through the Department of Tourism in the Ministry of East African Affairs, Commerce and Tourism (MEACT) conducted a mapping and identification exercise for homestays throughout the country in 2012 and identified 331 homestays. This was done with the objective of developing a criterion for licensing and regulation of homestays which will go a long way in creating a level playing ground and a conducive environment for homestays development. This implies that there is demand for homestay accommodation. This demand may be explained by the recent global social and cultural changes resulting in greater interest and appreciation in cultural heritage, lifestyles and environmental concerns. Although homestays are purported to provide economic benefits to the local people, it is not clear whether they fully benefit from the venture. For instance majority of the people in Taita Taveta County still live below the poverty line despite the fact that the homestays concept has been in existence in the county since 1989 and the highest number of homestay accommodation is found in this region. This research will therefore put the homestays concept into perspective; identify motivational factors behind local people's participation in the program; assess the socia-economic benefits of homestay accommodation to host families; identify host families knowledge and skills in their participation in the program; examine factors which influence tourist choice of homestays and formulate ways homestays can be further developed and positioned to enhance their contribution to host families and the community with specific focus to Taita Taveta County. This research will adopt both exploratory and descriptive research design and will make use of both primary and secondary data. Primary data will be collected by use of researcher administered semi-structured questionnaires. Probability proportional to size (Pl'S) sampling technique will be used to select the sample for tourists visiting homestays where a total of 95 tourists will form the sample size. Census technique will be used for the homestay operators hence all the 54 homestay operators in the county will form the sample size. Descriptive and correlation analysis will be used to analyse data. The findings of this study will lead to the formulation of strategies which the homestay operators and the government can apply to optimize tourism's economic benefits to host families and the community hence improve their livelihoods
Impacts of information and communication technology on competitive advantage in 3-5 star hotels in Nairobi
(2014-08-01) Odawa, Esther Lambert; Mutinda, R.
The main purpose of this study is to examine the role of Information and Communication Technology (lCT) in creating competitive advantage in selected hotels in Nairobi. The study also seeks to find out the extent to which the application of ICT in the hotel industry (in the 3-5 star hotels) has improved service delivery; the effect of empowered of employees in relation to ICT application; to determine whether the use of ICT has improved Marketing and whether there is significant relationship between the introduction of ICT and competitive gain within the hotels. The study also intends to establish whether investing in IT (Information Technology) has created useful value chains within the hotel industry by creating core competencies capable of integrating and coordinating multiple technologies effectively, hence increasing the hotels' operational efficiencies. The study will be carried out in 3-5 star hotels which form about 80% of the total income of the star-rated hotels in the country. The researcher will use a total sample size of 24, 3 to 5 star-rated hotels in the country. The study will employ the descriptive research design. This design will allow the use of both qualitative and quantitative methods of data collection and analysis which is a mixed method of data collection and analysis. Data will be collected through the use of questionnaires and interview methods. A total of two hundred and fifty nine (n=259) respondents will be targeted by the study from the 24 hotels. Questionnaires coupled with interview schedules as data collection instruments will give the study a reliable and valid representational approach. The well structured questionnaires will both be close and open .ended. Purposive sampling technique will be used to sample the respondents for the study. The main advantage of this design is that it will allow only those perceived to have information required for the study will be sampled. The validity of the instruments will be determined by employing sampling validity subject to assessment of each of the content of each research item. The researcher will use the split- half technique to determine the reliability of the research instruments. The collected data will then be analyzed using the ANOVA, the linear and multiple regression analysis. The researcher's anticipated findings will be to establish tangible sources within the hotel industry which use modern technologies, hence forming valuable value chains within the industry.
The meal experience: investigating customer satisfaction and behavioral intention in starrated restaurants in Nairobi and coastal region, Kenya
(2014-07-24) Githiri, Margaret Ngeci; Khayiya, Rosemarie Ayuma; Mutungi, M.
Customers arrive at a restaurant with preconceived expectations regarding the food, service, ambience and price. By satisfying these, the meal experience is acceptable and consumers are satisfied. If on the other hand they are not satisfied, they may not return to the restaurant and may even speak negatively to their friends about the restaurant. With easy access to the worldwide web unhappy customers are able post their complaints in established websites for example Trip advisor.com, yelp.com or Eater.com. In Kenya these complaints (in trip advisor.com) have affected the rate of customers turn over in rated restaurants. Studies on customer satisfaction and behavioral intention regarding meal experience in rated restaurants have not been done in Kenya. The main objective of the study is therefore to determine satisfaction and behavioral intention of customers regarding their meal experience in star rated restaurants in Nairobi and Coastal region, Kenya. A descriptive study will be used to describe the data and characteristic of the respondents. Simple random sampling method will be used in selecting the customers used in the study, while purposive sampling technique will be used in selecting the restaurant managers. The target population will include all customers visiting the selected restaurants. All restaurant managers of the sampled restaurant will be included in the study. Structured questionnaires will be used in acquiring relevant information from customers. A five point likert type scale will be used to measure satisfaction with quality of food, service, ambience and perceived price. Open ended interview schedule will be used in gathering information from restaurant managers while an unstructured observation checklist will be used in capturing occurrences related to customer satisfaction. The data collected from the questionnaire will be analyzed using Kaiser- Meyer-Olkin, Barletts test of sphericity and Cronbachs' Alpha test for validity and reliability. Descriptive statistics will be used in analyzing the demographics and behavioral characteristics of respondents. Correlation analysis and multiple regression analysis will be used to test the hypothesises. The findings will benefit the policy makers in that they will be able to understand the current situation of the industry in relation to customer satisfaction and behavioral intention thus be able to make decisions in support of the industry towards achieving vision 2030.

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