Quality Management Initiatives and Performance of Five Star Hotels in Nairobi City County Kenya
Marangu, Linstrom Kinoti
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In the context of globalization, highly competitive markets, continuous technological advancement, and increasingly demanding customers, quality is currently one of the critical elements in the strategies of making firms competitive. Everywhere throughout the world, firms would like to accomplish development and growth and increasing firm performance into the future. Firm performance alludes to different factors, for example, yield, profit, upper hand in business, decrease in uses or expenditure, decrease in blunders, limited scrap level, and balanced out and stable business and organizations. The Government along these lines reserved on hospitality as one of the six key development sectors of the financial mainstay of Vision 2030 and charged the sector with the responsibility of making Kenya one of the best ten tourist destinations in the world, offering a top of the line, assorted, and exclusive guest encounter that few of her rivals can offer. Various research studies have been done on quality management strategies and performance of firms, however, most of these studies were conducted for other countries apart from Kenya. Similarly, most of these studies were conducted for other organizations and not the hospitality industry. This study seeks to fill the gaps by establishing the effect of quality management initiatives on performance of five-star hotels in Nairobi County, Kenya. The specific objectives of this research study were to examine the effect of top management commitment, customer orientation, benchmarking and continuous improvement on performance of five star hotels in Nairobi, Kenya. The study utilized Deming Quality Improvement Theory, Competitive Advantage Theory, Organizational Learning Theory and Balance Score Card Theory. Descriptive research design was adopted in the study where the data analysis was based on multiple regression model. The target population of the study was 16 five-star hotels in Nairobi, Kenya. The study adopted census technique as it focused on all the five-star hotels in Nairobi, Kenya. Therefore, the unit of observation was sixty-four comprising five employees of each Hotel. The study was based on primary data which was collected with the aid of a questionnaire. Validity and reliability of research instrument were ensured. Data analysis of the study was based on descriptive and inferential analysis. Furthermore, ethical considerations regarding research were adhered to. The study established that top management commitment has a significant positive effect on the performance of five star hotels. Customer orientation was found to have a significant positive effect on the performance of five star hotels. Similarly, benchmarking was found to have a significant positive effect on the performance of five star hotels. Lastly, the study findings indicated that continuous improvement has a significant positive effect on the performance of five star hotels. The study recommends the utmost commitment of top managers in the hotels as this is key in driving the performance of hotels. The study recommends that organization policies should be geared towards improving the orientation of customers as this provides them with full knowledge of the hotel services which also improves performance of these hotels. Further studies can focus on other categories of hotels other than five star hotels for purposes of comparisons. Furthermore, further studies can incorporate the moderating effect of the operating environment on the relationship between quality management initiative and performance of hotels.