MST-Department of Hospitality Management
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Item Compensation Strategies and Labour Turnover among Employees of 3-5 Star-Rated Hotels in Nairobi City County, Kenya(Kenyatta University, 2024-03) Mutiso, Joan MbitheEmployee 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.Item Brand Experience and Post-Purchase Behavior among Millennial Guests in Classified Hotels in Nairobi City County, Kenya(Kenyatta University, 2024-06) Muli, Josephine NthenyaMillennials 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.Item Human Capital Management Practices and Organisational Performance of Lodges and Tented Camps in National Parks in Uganda(Kenyatta University, 2023-12) Karisa, Silas KitiHuman capital management practices in an organisational context refer to recruiting and selecting the most fitting employees and managing their tasks effectively to optimise their performances. In human capital management, employees are perceived as assets whose present worth can be evaluated and measured and whose future worth can be boosted through further investments. The hotel industry in Uganda, especially lodges and tented camps in national parks, has faced the challenge of decreased organisational performance. Thus, the current study sought to examine the influence of human capital management practices on the organisational performance of lodges and tented camps in Uganda’s national parks. Specifically, the current sought to examine the influence of recruitment and selection, training and development, performance appraisals, and rewards and recognition on the organisational performance of lodges and tented camps in Uganda national parks. Using an embedded research design, this study targeted 225 heads of department as survey participants and 45 managers of lodges and tented camps as interview participants. A census of all survey participants was considered, whereas a purposive sampling technique was adopted to select interview participants. Data in the current study was collected through an online survey and interviews. Descriptive statistics of the means, standard deviation, percentage and frequencies were used to summarise the sample characteristics and identify the response patterns. Hypotheses derived from the objectives were tested using multiple linear regression. Qualitative data collected from managers of lodges and tented camps were analysed thematically, and direct quotes were presented together with the descriptive results. Results were presented in tables and graphs. Results of the current study revealed significant positive relationships between recruitment and selection and organisational performance (β = 0.223, t = 4.796, p = .001), performance appraisals and organizational performance (β = −0.356, t = 8.537, p = .000), and rewards and recognition and organizational performance (β = 0.242, t = 7.125, p = .001). However, an inverse relationship was found between training and development and organizational performance (β = 0.489, t = 14.455, p = .000). Thus, the current study recommends that managers of lodges and tented camps in Uganda national parks encourage the adoption and implementation of the human practices because they are essential tools in bettering human capital resources and inspiring suitable conducts that boost organizational performanceItem Influence of Staff Motivation on Inpatient Satisfaction with Food Services in Level Four and Five Hospitals in Kiambu County,Kenya(Kenyatta University, 2023-11) WAITHAKA, VERONICAH NDUTA; Rosemarie Khayiya; Teresa KinuthiaAbstractItem Waste Management Practices Influence On Operating cost Among Selected Classified Hotels In Nakuru County , Kenya(Kenyatta University, 2023-07) Agesa, Winny Canaga; Kamau BeatriceAbstractItem 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 MarangaRestz}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.Item Determinants of Intention to Adopt Halal Tourism Practices among Star-Rated Hotels In Mombasa City County, Kenya(2023-08) Mohamed, Swafia Abubakar; Moses Miricho; Alice NziokaAbstractItem Influence of E-Tourism on Travel Business Profitability in Nairobi City County, Kenya(Kenyatta University, 2023) Ndambuki, Evelyne Mueni; Albert Chege Kariuki; Jane BitokThe new information era has grown drastically overtime with key stakeholders giving considerable attention to adoption of e-commerce. Travel and Tourism businesses have increasingly adopted e-commerce which has helped to link key market participants enabling easy gathering of information for both consumers and suppliers. E-commerce has led to a revolutionary turn around in the way Travel and Tourism business is conducted away from brick-and-mortar operations. This has changed the way consumers make decisions on personalized travel packages using websites to check for roadmaps, hotels, air fares, restaurants, entertainment joints and local events. This study overall objective was to examine influence of e-tourism on Travel business profitability in Nairobi City County, Kenya. The specific objectives were; to profile the existing e-tourism sites/providers and establish their influence on Travel business profitability in Nairobi City County, Kenya, to determine measures for e-tourism success and influence on travel business profitability in Nairobi City County, Kenya, to establish the influence of e-tourism policies on travel business profitability in Nairobi City County, Kenya, to determine the quality of online presence effect on travel business profitability in Nairobi County and to establish how e-tourism innovations drive travel business profitability in Nairobi City County, Kenya. This study adopted descriptive research design. The study adopted mixed method of collecting quantitative and qualitative primary data. The study was done in Nairobi City County, Kenya’s capital considered due to its robust economy. The study targeted172 travel agencies that use e-tourism in their travel businesses. The study also targeted travel agency professionals whose docket is marketing, ICT and management of travel businesses. Slovin’s formula was used to determine the sample size of 120 travel agencies. Simple random sampling using the list of registered travel agencies under the Kenya Association of Travel Agents as the sample frame was used to select the travel agents to be enrolled. Purposive sampling was employed to select three (3) managers from each sampled travel agency giving a total of 360 managers/travel professionals. Semi-structured questionnaires were used to gather quantitative and qualitative primary data from the sampled managers. A pre-test of the questionnaires was carried out involving travel agencies that were not sampled for the main study to determine its reliability. Descriptive statistics such as frequencies, modes, means, variances and standard deviations was used to analyse quantitative data using Statistical Package for Social Sciences version 22. Multiple linear regression fitness model analysis was used to predict the influence of the independent variables on dependent variable (travel business profitability). Regression model (r2=0.217) indicated that e-tourism has influenced 21.7% of travel business profitability variability. The study established that quality of online presence (β=0.533) influenced the most while measure for tourism (β=0.233) contributed the least. Chi-Square hypothecs testing established that all the independent variables explored did not significantly influence travel business profitability. The study concluded that other factors like air travel costs such as air ticket, visa payments, inflation, high taxation and levies, operations cost of transport and salaries among others need to be used to measure e-tourism influence on travel business profitability. The study also concluded that the e-tourism in Kenya is underdeveloped compared to more advanced countries therefore it will require major policy directions to bring it at per with its competitors. The study recommends for continuous policy development and implementation to give e-tourism a new impetus.Item Influence of Service Convenience on Guest Loyalty among Hotels in Murang’a County, Kenya(Kenyatta University, 2023) Ngatia, Jennifer Muringo; Vincent Maranga; Moses MirichoEstablishments providing services to clients operate in a business atmosphere characterized by rivalry for the existing and potential market share. To survive and grow in such an environment, service organizations must provide products and services that meet current market demands and favourites, ensuring guest satisfaction and creating long-lasting relationships. However, service organizations such as hotels find keeping guests as their customers challenging. Guests are prone to switch from one hotel to another which is costly. As a result, this research aimed to investigate how service convenience influences guest loyalty focusing on hotels in Murang’a County. In addition, this study sought to establish whether guest satisfaction has a mediation effect on the association between service convenience and guest loyalty for hotels in Murang’a County. The study targeted hotels in Murang’a County. Using a descriptive cross-sectional survey design, data were collected from guests dining in the hotels through self-reported questionnaires. In contrast, interview schedules were utilized to gather data from service workers. Moreover, 384 respondents were conveniently selected. Interview participants were purposefully selected. This study used adapted scales to measure the variables. Pre-testing of the questionnaires was performed in hotels in Murang’a County that were excluded from the actual data collection exercise. Content validity and internal consistency procedures were used to determine the questionnaires’ reliability and validity. This study conducted quantitative and qualitative data analysis per the study objectives. The results of this study revealed that the influence of decision convenience (β = 0.136, t = 2.84, p = .005), access convenience (β = 0.302, t = 5.49, p = .000), benefit convenience (β = 0.403, t = 7.70, p = .000), and post-benefit convenience (β = 0.321, t = 8.41, p = .000) on guest loyalty were statistically significant (p < .05). Also, the results of this study found a significant mediation effect on guest satisfaction. The service convenience effect on guest loyalty (0.1917) decreased to 0.0777 but was still significant. As a result, guest satisfaction serves as a partial mediator between service convenience and guest loyalty. Based on the findings of this study, there is a need to ensure that information regarding the hotel is accessible via different platforms to ease guests’ decision-making. This can be done by investing in available social media platforms and hiring sales representatives to keep the platforms active and up to date. Secondly, managers of hotels in Murang’a County must ensure that it is easy to locate and access the hotels. To this end, there is a need to use crystal clear signboards and lobby Murang’a County to ensure that access roads are updated to tarmac standards and maintained.Item Hygiene Practices and Customers Satisfaction in Restaurants of Registered Hotels in Kano State, Nigeria(Kenyatta University, 2023) Musa, Abubakar Tahir; Monica WandoloPeople expect good-quality food with an adequate level of hygiene when they spend money on meals away from home to avoid food-related diseases. Previous studies revealed that cases of food poisoning are found everywhere in the world, and many of them are found to stem from catering organizations, causing great damages to the health of hospitality consumers and, hence, affecting customer satisfaction. In Nigeria, past studies found a poor level of awareness and compliance with hygiene regulations among hospitality operations in the country. It was therefore pertinent to find out the effects of poor hygiene compliance on customer satisfaction. However, past studies noted that cleanliness has an influence on customer satisfaction. These studies were conducted in Asia, America, and Europe. Therefore, this study aimed to determine the relationship between hygiene practices and customer satisfaction in restaurants of registered hotels in Kano State, Nigeria, so as to provide a platform for better understanding of the two constructs in an African setting and help policy makers make policies that would ensure compliance with hygiene laws, regulations, and policies by restaurant operations. The study’s goal was to identify the influence of personal hygiene on customers’ satisfaction in restaurants of registered hotels; to determine the influence of environmental hygiene on customers satisfaction in restaurants of registered hotels; to determine the impact of food hygiene on customers satisfaction in restaurants of registered hotels; and to establish the relationship between personal hygiene, environmental hygiene, and food hygiene practices with customers satisfaction in restaurants of registered hotels in Kano State, Nigeria. The study adopted a cross-sectional descriptive survey design approach using a questionnaire and interview to collect data and targeted 80 restaurants of registered hotels, 80 restaurant managers, and 384 customers. Eight (8) restaurants of registered hotels were chosen using proportionate stratified and simple random sampling methods. Purposive sampling was employed to select eight (8) restaurant managers. The Fisher formula for sample size was used to sample 269 respondents from eight (8) restaurants. The response rate was 94% (252). The study instruments were pre-tested, and the Cronbach alpha correlation coefficient was 0.752. Thematic analysis was used to evaluate qualitative data, while descriptive and inferential statistics were used to study quantitative data. One sample T-test was used to test the hypotheses, and it was found that hygiene practices and customer satisfaction were related. Pearson Product Moment Correlation (PPMC) shows that there were partial positive correlations between personal hygiene and customer satisfaction in restaurants of registered hotels in Kano, Nigeria (r = .548, n 252, p.000). The relationships between environmental hygiene and customer satisfaction were positively correlated (r = .472, n 252, p .0005) and there was a strong positive correlation between food hygiene and customer satisfaction (r = .769, n 252, p .0005). It was therefore recommended that restaurants of registered hotels in Kano State should liaise with the Health Ministry, agencies, and departments in the state to have access to hygiene rules and regulations so as to design a comprehensive hygiene policy that will guide their operations for better compliance with hygiene practices, which will facilitate better customer satisfaction, prevent cases of food poisoning, and prevent loss of customers in the restaurants of registered hotels in Kano State.Item Role of Cultural Diversity in Influencing the Destination Brand Equity of Mombasa County, Kenya(Kenyatta University, 2022) Mukoyani, Lawrence Mafuta; Shem Wambugu Maingi; Rosemarie KhayiyaCultural diversity branding is becoming a new approach in marketing the tourism sector. This emphasizes the branding of the destination image. In the Tourism sector, multicultural conditions are getting vast resources to subdue other similarly characterized destinations. Kenya's cultural tourism being relatively underdeveloped means more branding is a requirement. Mombasa, for example, is stifling being competed by other destinations with more cultural diversity championships. The study’s conduct meant understanding cultural diversity through product diversity's roles in influencing brand equity, aiming towards determining how consumer, product, and producer diversities targeted destination brand equity in Mombasa. The methodology used cross-sectional and mixed-method approach to sample 350 respondents (guests). After stratified sampling that allocated them by their cultural heritage sites, the respondents got interviewed. Using a self-administered questionnaire and evaluation checklist as primary data collection tools, the following were established as findings: Producer diversity influenced destination brand equity. Cultural resource consumers complemented cultural products. Security and destination image were a reason for the pulling/pushing of guests. Rao Stirling (0.324) was of diversity being of lower significance. Simpson’s variation measure of cultural resources versus balancing ‘ex-ante’ of cultural products (0.621) resulted in a significant correlation. This integration was through integrating variety in balancing the dual producer-consumer concept of diversities using the implicit prioritization of intangible and tangible resources’ subordinate properties. The pull factors were website information (at 56.8%). Low consumption resulted from insecurity, poor destination attraction, and non-compelling destination image. On the push factors, destination attractiveness contributed by 55.4% as tour operators and 83.6% as the cost of holiday packs. However, previous travel experience recorded no correlation towards destination brand equity. In conclusion, destination brand equity the efficacy lied on main branding aspects. These included producer diversities being inseparable from guest experiences, products, and consumers.Item Role of Workplace Stressors on Performance of Frontline Employees in 3 To 5 Star Rated Hotels in Nairobi City County, Kenya(Kenyatta University, 2022) Kinoti, Lilian Kagwiria; Vincent Maranga; Rahab MugambiHotel industry has positively impacted the economy of most countries in the world. However, frontline employees in the hotel industry face challenges which affect their performance.The general objective of the study was therefore to investigate the role of workplace stressors on performance of frontline employees in three, four and five star rated hotels in Nairobi City County, Kenya. The study was guided by five objectives, namely; to determine the effect of role stress on performance of frontline employees,to establish the effect of job insecurity on performance of frontline employees,to determine the effect of work-life balance on performance of frontline employees, to establish the effect of supervisory support on performance of frontline employees and To establish the effect of demographic characteristics on the relationship between the workplace stressors and job performance of frontline employees in three, four and five star rated hotels in Nairobi City County, Kenya. Descriptive cross-sectional research design was used in the study. The target population for the study was 4351 frontline employees from 31 hotels in Nairobi City County. The study used stratified and simple random sampling techniques to select 353 frontline employees to participate in the study. The study used questionnaires and interview schedules to collect quantitative and qualitative data respectively. The researcher established both face and content validity for the instruments while Cronbach’s Alpha coefficient was used to establish the reliability of the questionnaires whose threshold was set as 0.7.Descriptive statistics, namely, frequencies, percentages, mean and standard deviation and multiple regression analysis were used to analyze quantitative data while thematic analysis was used to analyze qualitative data. Findings of the study revealed that there was a strong positive relationship between job insecurity (r =.653, p<0.05), supervisors' support (r =.751, p<0.05), and job performance. A weak positive relationship between work life balance and job performance (r =.346, p<0.05). Role stress had a negative relationship (r =. - 0.122, p<0.05) on job performance. Thus, all null hypotheses indicate a relationship between the variables. It can be concluded that job performance increases with employee’s assurance of job security, supervisor support, and work-life balance and decrease in role stress. The study recommends supervisors to support innovation and innovative ways of working, ensuring employees of job security.. Further, the study recommended that a similar study focusing on other star rated hotels be conducted in other counties in Kenya.Item Influence of Peer to Peer and Budget Hotel Demand on Choice of Accommodation in Nairobi City County, Kenya(Kenyatta University, 2021) Murage, Abby Christine Njeri; Mary M. MutisyaThere has been a rivalry between Airbnb and the hotel industry across the world, which has mostly been on media fronts. The battle between Airbnb and budget hotels has been reported in many countries. Airbnb has been criticized for conferring unfair competition to established hotels, reducing job security, avoiding tax and posing a threat to safety, health and disability compliance standards. The study examined the relationship between customer focus and choice of accommodation in budget hotels and Airbnb platforms in Nairobi City County, Kenya. The specific objectives of the study were to examine the influence of customer profiles, customer needs, customer motivation and customer segmentation on the choice of accommodation in budget hotels and Airbnb platforms in Nairobi City County, Kenya. The study was underpinned by Porter's Five Forces Model. The study adopted the cross-sectional survey design. The use of the design enabled the researcher to collect data from various respondents simultaneously without manipulation. The target population in budget hotels was 814 customers and 88 employees from the management level and 1500 from homes listed as Airbnb accommodation listings. The unit of observation were customers and employees from the management level. In Airbnb, owners of the homes (accommodation) were considered to be part of the employees at the management level. The sample size was 277 for the budget hotels and 316 for the Airbnb accommodation. The study used a stratified random technique to select the respondents. Questionnaires and interview guides were used to collect the data. Questionnaires were administered to the customers and interview guides to the managers (employees at the management level). The analysis of the data was done using descriptive and inferential statistics. The descriptive statistics included the percentage, mean and standard deviation, while inferential statistics included the correlation analysis and regression analysis. The correlation results established that a positive and significant association exists between a customer profile, customer needs, customer motivation, customer segmentation and choice of accommodation. The regression results revealed that customer profile is positively and significantly related to the choice of accommodation hotels (β=.382, p=0.000). Further, it was found that customer needs and choice of accommodation is positively and significantly related (β=.478, p=0.000). Moreover, the results indicated that customer motivations and choice of accommodation is positively and significantly related (β =.534 p=0.000). It was found there is a positive and significant relationship between customer segmentation and the choice of accommodation (β =.550, p=0.000). The study recommended that Regulators of Hospitality and Tourism in Kenya ought to develop a mechanism that will monitor the activities of Airbnb to ensure there is fair competition. The study also recommended that both the budget hotels and Airbnb accommodation platforms need to be keen on customer focus to increase the performance. The hotels can focus on comfort, security, privacy, convenience, cost, guest amenities and reputation and this can ensure the hotels remain preferred by the customers. Moreover, another study is suggested to be conducted in other hotels other than budget hotels. Conducting the studies in diverse hotels category intensify comparison for effective decision-making.Item Influence of Sales Control in Food and Beverage Service on Financial Performance of Classified Restaurants in Nairobi City County, Kenya(Kenyatta University, 2022) Nyamwaya, Ondieki Margaret; Moses Miricho; Moses MirichoFood and beverage service control in hotels and restaurants is set to ensure that there is no loss of assets. Therefore, any variances in control of food and beverage services in classified restaurants require evaluation to avoid results, which may lead to adverse impacts on performance. The purpose of this study was to evaluate how food and beverage service sales control industry influences the overall financial performance of classified restaurants in Nairobi City County, Kenya. The study looked at how; employee training affects sales control, various types of sales control, the influence of internal control components of food and beverage service sales control and the sales control challenges affect financial performance in classified restaurants. The study used a descriptive cross-sectional survey design. The target population was 46 classified rated restaurants and the study adopted stratified, random sampling. There were 32 restaurants and 128 participants in the study. The response rate was 85.94 % overall. Based on the objectives and conceptual framework, questionnaires and interview guides were utilized as study instruments. Food and beverage controllers, supervisors, cashiers, and managers of classified restaurants were among the responders. Pre-testing was done by the researcher at two classified restaurants that were not included in the final study. The instruments' reliability was determined using Cronbach's Alpha formula, with a coefficient ranging from 0.65 to 1 being sufficient for data processing and reporting. The data was analysed by the researcher, and the results were presented in descriptive and inferential analyses. Graphs, tables, and pie charts were used to show the research findings. The association between independent variables and the dependent variable was determined using Pearson correlation analysis and multiple regression techniques. The study hypotheses were tested at a 5% level of significance using the results of correlation and multiple regression analysis. For Pearson's analysis. Employee training had r = 0.429 (p-value = 0.039), various types of sales control had r = 0.936 (p-value =.000), various components of internal control had r = 0.997 (p-value = 0.000), and sales control challenges had r = 0.435 (p-value = 0.045). Because all of the p-values were less than 0.05, all of the correlation coefficients were significant. Employee training had a significant positive effect on financial performance (p-value=0.046), according to the results of regression analysis. With p-values of 0.046 and 0.021, respectively, various types of sales control and various components of internal control had a substantial beneficial effect on financial performance. The effects of sales control challenges on financial performance were substantial but unfavourable (p-value > 0.05). To prevent fraud and theft in sales control, the study recommends that policymakers employ more automated systems rather than manual ones. Restaurants and the hotel industry, for example, should use current technology and authorization procedures to reduce fraudulent behaviours. Finally, more research should be conducted in Kenyan unclassified restaurants to assess the impact of sales restriction in classified restaurants.Item Role of Human Resource Management Practices in Developing Organizational Resilience in Star-Rated Hotels in Nairobi City County, Kenya(Kenyatta University, 2022) Kibe, Njuguna Peter; Shem Maingi; Sisinio KiriaHotel management suffers various disruptive events globally in the like of natural disasters, terrorism, criminal activities, employee errors, negligence and accidents. Dynamism and disruptions are inevitable for those operating hotel businesses. The hospitality industry thus needs to be very sensitive to these disruptions and its resilience is key to its development. This study sought to determine the role of Human Resource Management practices in developing organizational resilience in star rated hotels within Nairobi County, Kenya. Specifically, the study sought to assess the role of recruitment, training, compensation and performance appraisal in developing organizational resilience. This was informed by the Resource Based View and the theory of resilience. An embedded mixed research design was adopted. The study targeted 121 managers in star rated hotels within Nairobi region obtained through stratification sampling. Questionnaire and interviews were main the research instruments. A pre-test was done to test the research instrument for reliability and validity. Out of the 121 questionnaires issued in Google form, 100 were correctly filled giving a response rate of 82.6 percent. Interviews were carried out using Zoom meetings. Regression analysis findings proved a positive and significant effect between, recruitment and selection β = 0.670(p<0.05), training β = 0.657(p<0.05), compensation β = 0.826(p<0.05) and performance appraisal β = 0.680(p<0.05) and organization resilience. Correlation analysis findings established that there were moderate to strong relationships between; recruitment and selection (rho=0.599, p-value<0.05), employee training (rho=0.686, p-value<0.05), employee compensation (rho=0.815, p-value<0.05), performance appraisal (rho=0.737, p-value<0.05) and organization resilience. Overall, Analysis of Variance showed that selected human resource management practices had a significant role in developing hotels’ organizational resilience. Therefore, the results showed that all the studied variables are key element in developing the organizations resilience for star rated hotels. The study recommends that hotels need: to be keen when recruiting to ensure that the right candidate is employed; trainings need to be tailored to solving problems that may hit during crisis; performance-based payment systems is necessary with clear reward systems plus a fair and objective performance appraisal should be adopted.Item Influence of Stakeholders' Engagement on Sustainability of the Hospitality and Tourism Industry in Kakamega County, Kenya.(Kenyatta University, 2022) Ndeche, Kassim Kweyu; Albert Kariuki; Edgar NdubiTourism is currently among the world’s fastest-growing segments of the economy that deal with emerging opportunities and challenges of the global competitive market. Issues of coordination, collaboration and the role of stakeholders’ engagement in a tourism and hospitality destination have been widely acknowledged; however, it is still one of the industry's key stambling blocks of sustainable development practice. Therefore, this study aimed to address the identified gaps by establishing the influence of stakeholders’ engagement on the sustainability of the tourism and hospitality industry in Kakamega County, Kenya. The specific objectives of the study were to determine the influence of the stakeholders’ activities, stakeholders’ level of involvement, stakeholders’ attitudes, stakeholders’ best practices, and their impact on tourism and hospitality industry sustainability. Additionally, the study sought to establish the mediating effect of the business environment on the stakeholders’ activities and the sustainability of the tourism and hospitality industry. The study adopted the mixed method design to collect primary data. Taro Yamane (1967:886) simplified formula was used to select a sample size of 184 respondents from the target population of 349 enrolled in the study. The target population was tourism stakeholders in Kakamega County. A purposive sampling method was used to sample tour operator managers, HOD of tourism training institutions, and managers of local NGO. Census was used to sample senior county officers in charge of tourism, senior government officers, and hotel managers, and a stratified sampling technique was used to sample registered members of local tourism association based on their availability, contribution or relevance to tourism and hospitality industry sustainability in Kakamega County. The research instruments used to collect primary data were questionnaires and interview schedules. Data analysis involved using descriptive statistics where frequencies, mean and standard deviation were used; inferential statistics were also conducted, including correlation and regression analyses. The results were disseminated through the qualitative description and the use of visual tools like tables, bars, and pie charts. It is hoped that the findings of this study will inform policy on how stakeholders' engagement influences tourism development in a destination, contribute to the knowledge gap, and create room for further research. The analysis revealed an R square of 0.666, implying that stakeholders’ activities, level of involvement, attitudes and perceptions, and best practices explain 66.6 percent of the sustainable tourism and hospitality industry variations in Kakamega County. The study found that stakeholders’ activities had a significant positive relationship with sustainable tourism and the hospitality industry (p < .05; β = .903); stakeholders’ level of involvement had a significant positive relationship with sustainable tourism and the hospitality industry (p < .05; β = 1.023); stakeholders’ attitudes and perceptions had an insignificant positive relationship with sustainable tourism and hospitality industry (p > .05; β = .867), the results revealed that stakeholders’ best practices had a significant positive relationship with sustainable tourism and hospitality industry (p < .05; β = .697). Regarding mediation, the business environment partially intervened in the relationship between stakeholders’ engagements and sustainable tourism and hospitality development in Kakamega County. Based on these findings, the study concluded that it is crucial for the tourism and hospitality industry in Kakamega County to emphasize the role of different stakeholders for its sustainability. This study hence recommended that the management of tourism and hospitality establishments in Kakamega County develop comprehensive and elaborate stakeholder’ engagement plans to enhance the sustainability of the sector in the County.Item Organizational Culture Orientations and Employee Turnover among 18-Holes Private Members Golf Clubs within Nairobi City County - Kenya(Kenyatta University, 2021) Muriira, Patrick Kobia; Moses Miricho.; Vincent Maranga.In a conference presentation by National Club Association Southwest Regional Conference, it asserted that the golf clubs will continue to encounter difficulties in acquiring and retaining the right employees. Clubs often serve as the training ground for staff who then leave for greener pastures. Kenya Vision 2030 of maintaining a sustained economic growth of 10% per annum over the next 25 years will only be possible if organizations develop a mechanism to retain their manpower who will offer premium quality service. This study explored the organizational culture orientations and employees’ turnover among 18-holes private members’ golf clubs employees within Nairobi City County. The study was guided by the objectives; to determine the influence of clan culture, examined the significance of adhocracy culture, evaluated the effect of hierarchy culture, and explored the leverage of market culture orientation and evaluated the moderating effect of employee demographics on employees’ labour stability and wastage indexes. The study utilized a cross-sectional research design and a sample size of 230 employees working in 4 golf clubs located within Nairobi City,75% (173) employees participated in the study. A random sampling technique was used across the population stratum identified. Semi-structured questionnaires and interview schedules were used to collect the primary data. Data were transcribed and cleaned of errors. Statistical Package for the Social Sciences 23 (SPSS) was used to analyze quantitative data while NVivo 12 was used to summarize qualitative data. The study results and findings indicated that Hierarchy culture orientation, (B= -3.558, p < .001) was the best in predicting employee turnover in 18-holes private members golf clubs. Adhocracy culture orientation (B = 0.090, p = .801) was not contributing significantly to the employee turnover predicting model. Results also indicated that only education (F change = 6.061, p = .015) was statistically significant among the mediating variables on employees’ demographics. Study findings show that 18-holes private members golf clubs in Nairobi City County had an employee turnover rate of 14.96% and a stability index of 81.36%. The study recommends that to further enhance employee retention at the private members' golf clubs, the hierarchical culture orientation aspects of criteria for success, strategic emphasis, organizational leadership, and dominant characteristics should be more emphasized and entrenched by these institutions as their effect on reducing employee turnover was found to be statistically significant.Item Influence of Customer Cultural Orientation on Service Quality Expectations among 3-5 Star Hotels in Nairobi County, Kenya(Kenyatta University, 2021) Kiunga, Joyce Njeri; Vincent Maranga; Beatrice KamauIn today's globalized world, social and cultural diversity is a difficult problem faced by people and businesses. As an impact of globalization, the reduction of global cultural borders requires that international managers have the appropriate capacities that allow them to operate correctly in different inter-social environments. This is significant for hotels to comprehend that the cultural orientation of consumers around the world is not exactly the same, so understanding the cultural orientation of guests is very important to improve service quality. This study evaluated how clients' cultural preferences affect service quality expectations of 3-5 star hotels in Nairobi, Kenya. This study adopts a cross-sectional survey research design. The targeted population was 12 hotel managers, 72 departmental supervisors and 1220 customers. Stratified random sampling approach was thus utilized to select 60 supervisors and 301 customers. Twelve hotel managers were selected through purposive sampling. Before starting the actual data collection, the questionnaire was pre-tested to determine the reliability of the tool. Data analysis includes descriptive analysis and inferential analysis. Descriptive analysis includes percentage, frequency, mean, and standard deviation, while inferential analysis includes correlation and regression analysis. The study registered overall participation rate of 78.0% deemed satisfactory for this research. The findings of the research may be of significant importance to the 3-5 star hotels. The results also forms basis for future research references. Pearson correlation coefficients revealed that customer cultural orientation and service quality have a positive and statistically significant association (r=.574, p = .000). It was further revealed that management role and service quality in the 3-5 star hotels are positively and significantly associated (r = .600, p = .000). Lastly, research found out that communication strategies is positively and significantly associated with service quality (r = .598, p = .000). The model summary established the client's cultural orientation, management roles and communication strategies and explained 53.9% of the changes in the quality of service of 35 star hotels. Regression coefficient outcome also revealed that customer cultural orientation is positively and significantly related to service quality of three to five star hotels (β=.316, p = .000). It was also established that management role (β =.291, p = .001), communication strategies (β = .287, p = .001) are positively and significantly related to service quality in the 3-5 star hotels. The results may be significant to customers and hotel industry. The study concluded that client cultural orientation, managerial roles and communication strategies significantly affect service quality expectations of clients of 3-5 star hotels in Nairobi, Kenya. The research recommend that hotels should provide high-quality services and meet customer expectations. Employees must understand the diversity of cultural orientations of customers, spend time understanding customer preferences, help customers make decisions, and gain more information to understand diverse cultures, languages, and psychological, economic, political perceptions and backgrounds and social.Item Influence of Customer Cultural Orientation on Service Quality Expectations among 3-5 Star Hotels in Nairobi County, Kenya(Kenyatta University, 2021) Kiunga, Joyce Njeri; Vincent Maranga; Beatrice KamauIn today's globalized world, social and cultural diversity is a difficult problem faced by people and businesses. As an impact of globalization, the reduction of global cultural borders requires that international managers have the appropriate capacities that allow them to operate correctly in different inter-social environments. This is significant for hotels to comprehend that the cultural orientation of consumers around the world is not exactly the same, so understanding the cultural orientation of guests is very important to improve service quality. This study evaluated how clients' cultural preferences affect service quality expectations of 3-5 star hotels in Nairobi, Kenya. This study adopts a cross-sectional survey research design. The targeted population was 12 hotel managers, 72 departmental supervisors and 1220 customers. Stratified random sampling approach was thus utilized to select 60 supervisors and 301 customers. Twelve hotel managers were selected through purposive sampling. Before starting the actual data collection, the questionnaire was pre-tested to determine the reliability of the tool. Data analysis includes descriptive analysis and inferential analysis. Descriptive analysis includes percentage, frequency, mean, and standard deviation, while inferential analysis includes correlation and regression analysis. The study registered overall participation rate of 78.0% deemed satisfactory for this research. The findings of the research may be of significant importance to the 3-5 star hotels. The results also forms basis for future research references. Pearson correlation coefficients revealed that customer cultural orientation and service quality have a positive and statistically significant association (r=.574, p = .000). It was further revealed that management role and service quality in the 3-5 star hotels are positively and significantly associated (r = .600, p = .000). Lastly, research found out that communication strategies is positively and significantly associated with service quality (r = .598, p = .000). The model summary established the client's cultural orientation, management roles and communication strategies and explained 53.9% of the changes in the quality of service of 35 star hotels. Regression coefficient outcome also revealed that customer cultural orientation is positively and significantly related to service quality of three to five star hotels (β=.316, p = .000). It was also established that management role (β =.291, p = .001), communication strategies (β = .287, p = .001) are positively and significantly related to service quality in the 3-5 star hotels. The results may be significant to customers and hotel industry. The study concluded that client cultural orientation, managerial roles and communication strategies significantly affect service quality expectations of clients of 3-5 star hotels in Nairobi, Kenya. The research recommend that hotels should provide high-quality services and meet customer expectations. Employees must understand the diversity of cultural orientations of customers, spend time understanding customer preferences, help customers make decisions, and gain more information to understand diverse cultures, languages, and psychological, economic, political perceptions and backgrounds and social.Item Customer Retention Strategies and Hotel Performance in Classified Hotels in Mombasa County, Kenya(Kenyatta University, 2021) Achieng, Silyvia Askine; Alex Kyalo Kivuva; Antony Wekesa PepelaCustomer retention has been found to accrue many benefits in the hospitality sector. However, it has become increasingly challenging for hotels to assume there is a constant customer base. Therefore, there was a need for assessing Customer retention strategies and hotel performance in classified hotels in Mombasa County. This study sought to establish the influence of customer service on hotel performance in classified hotels; determine the effect of service, integrity on hotel performance in classified hotels; assess the influence of communication on hotel performance in classified hotels, and determine the moderating effect of relationship marketing on hotel performance in Mombasa County. To gain a deeper insight, the study used Customer service theory and Customer satisfaction theory. The research was conducted in 4, 3, and 2-star ratings, hotels in Mombasa County, Kenya. A descriptive survey research design using a survey approach was used and a sample size of 384 respondents was targeted from 15 classified hotels. Sampling techniques included Stratified technique for the 15 classified hotels and Simple random for the customers in proportion to the number of hotels and Purposive for Food and Beverage Managers. Data was assembled using semi-structured questionnaires from 375 customers and interview schedules from 15 Food and Beverage Managers of the 4- star, 3- star, and 2-star hotels. Cronbach Alpha coefficient test of 70% alpha coefficient was used to gauge the internal reliability of the constructs. Quantitative and Qualitative data analyses were functional in the study. Qualitative data were analyzed to yield numeric data and presented using manual content analysis. Quantitative data were analysed using descriptive statistics such as mean, percentages, and standard deviation. Pie charts, bar graphs, and tables were used for data presentation. Linear and Multiple regression analyses were used to determine the relationship and test the null hypothesis. The results disclosed that Customer retention strategies and hotel performance were interrelated. Based on this outcome, the study concluded that Customer Service had a statistically significant effect on hotel performance (R=0.729; P=0.00); Service Integrity had a statistically significant effect on hotel performance (R=0.420; P=0.007) and Communication had a statistically significant effect on hotel performance (R=0.795; P=0.00) and, Relationship Marketing had a statistically significant moderating effect on hotel performance (R=0.835; P=0.00). Therefore, the study recommends that the various organizations under the Ministry of Tourism such as TRA, KAHCC, and PERAK to come up with policies and guidelines on how hotels' can accord good reception on arrival and promote value and worth for the services and products offere in their sectors. Further, classified hotel managers to explore approaches on how hotel staff should listen to customers’ suggestions, promote staff and customer interactions through the internet, staff training, and enhance customers advertising the hotel through word-of-mouth , which will lead to standardizing customer service, loyalty, return customers,hence higher visitation rates, and increased bed nights per visit, customer commendation, and competitive edge.