The Tipping Consequence on Hospitality’s Restaurant Food and Beverage Service Responsiveness in Kisumu County - Kenya

Abstract

Purpose of study: The purpose of this study was to investigate the tipping consequence ofrestaurant food service responsiveness.Methodology: The study employed a descriptive survey approach within Kisumu County in Kenya, with a focus on classified hotel restaurant (dependent). A simple random sampling methodology was applied in the selectionof restaurant clients, with a sample size of 384 respondents. Main Findings: According to the study, tipping was found to have an effect on foodservice responsiveness (P ˂ 0.05), and thus a clear indication that foodservice responsiveness is dependent ontipping within classified dependent restaurants in Kisumu County, Kenya.Limitations: The study captured dependent restaurants in star-rated hotels within Kisumu County. Therefore, the results of the study may be applied with caution outside the scope of the study.Social Implications: Since its inception, tipping has been thought of as an incentive towards quality food service provision, hence customer satisfaction and retention. However, tipping has had a negative influence on foodservice responsiveness and therefore a compromise on food service quality, customer satisfaction and retention.Originality: There is insufficient literature on the topic, although with a handful on the relationship between service quality and tipping. This study will, therefore,fill the gap and used as a benchmark for other studies within not only the hospitality industry but the entire service industry. As a result, the study will be utilized both in policy and practice.