Knowledge Management for the Efficiency of Service Delivery in the Hospitality Industry within the Five-Star Hotels in Naivasha, Nakuru County
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Date
2023
Authors
Asami, Godian Mabindah
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
The hospitality industry in Kenya has been facing significant economic challenges,
ranging from poor accommodation to service quality. The challenge may be due to
COVID-9, which has shut down the hotel industry. The main objective of this study is
to investigate the impact of knowledge management on the effectiveness of hospitality
services in a five-star hotel in Naivasha, Nakuru County. The main objective is to
generate information, share knowledge, apply knowledge and identify knowledge
retention that affects the efficiency of service delivery in the hotel industry. This study
is based on the knowledge-based type theory. This research uses a descriptive research
design and a semi-structured questionnaire to collect primary data. This study targeted
250 management staff of 3 five-star hotels in Naivasha. Stratified random sampling was
used to select 54 respondents for research. Descriptive analysis was used to describe the
characteristics of the data. Correlation and regression analysis were used to assess the
relationship between the study variables. Graphs and tables are used to present the
results. The results show that knowledge creation and service effectiveness have a
positive and significant relationship (β = 0.340, p < 0.05). The last result shows that
knowledge sharing and service delivery effectiveness are positively and significantly (β
= 0.297, p < 0.05). In addition, the results show that the utilization of knowledge and
the effectiveness of service delivery have a positive and significant relationship (β =
0.97), p < 0.05). The last result shows that knowledge retention and service
effectiveness are positive and significant (β = 0. 43, p < 0.05). According to the study,
it creates opportunities to increase the capacity to improve services. In addition, seeking
external knowledge helps to improve knowledge creation and service delivery.
According to the study, the knowledge sharing policy and the use of institutional
knowledge in hotels help to improve hotel services. In addition, research papers have
shown that service can be improved through document retention, data management,
data classification, and training. According to the research, hotels should develop
knowledge creation policies to improve service delivery efficiency and encourage
employees to develop new innovations and develop new products and services using
the knowledge they gain from service delivery. It is important for policy makers in fivestar hotels to develop reliable and committed knowledge management skills. Therefore,
knowledge management leads the hotel to expand internationally and improve service
in the process. The subject of knowledge management has been greatly enriched by this
research. This informs the changes that must be made in the hospitality industry
regarding the implementation of knowledge management.
Description
A Research Project Submitted In Fulfilment of the Requirements for the Award of the Degree of Master of Science (Knowledge Management) in the School Of Education, Kenyatta University, April 2023.
Keywords
Knowledge Management, Service Delivery, Hospitality Industry, Five-Star Hotels, Naivasha, Nakuru County