Empirical Analysis of Core Competences and Performance of Star Rated Hotels in Nairobi City County, Kenya
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Date
2023
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International Journal of Humanities Social Sciences and Education
Abstract
The hotel industry in developing world has been promoting economic growth and providing jobs. In the Kenyan context, there has been great variation in firm performance of hotels with some exhibiting exceptional performance and other performing miserably and others closing down. Although core competences have received attention equally scholarly and in practice, its effect on star rated hotels remains uncertain. Specifically the study determines the effect of customer focus competence on firm performance of star rated hotels in Nairobi City County, Kenya. Underpinning theory of study independent and dependent variables were resource-based view theory and balance score card model. The study utilized positivism philosophy. Descriptive and explanatory research design was used. Moreover, the study utilized multistage sampling and stratified sampling to select the respondent of the study. The target population was 112 star rated hotels in Nairobi City County with a sample sizes of 217 managers who were interviewed for the study. The study employed a semi-structured questionnaire to collect primary data. Content, construct, and criterion-related validity was tested, while the study reliability was assessed through a Cronbach alpha coefficient achieving a threshold at 0.749 that assured the reliability of the questionnaires. Descriptive and inferential statistics were employed to analyze data. Inferential analysis was used in investigating the direct effect of core competences and firm performance of star rated hotels Nairobi City County.Descriptive statistics used mean standard deviation to explain data characteristics and inferential statistics used regression in testing the effects of variables on firm’s performance. Qualitative data was analyzed using themes presented in narrative form. Findings were presented in form of tables and charts.The study illustrated that customer focus competence had a statistical significant effect on the Performance of star rated hotels in Nairobi city county, Kenya. The study revealed that customer focus competence was key in satisfying customers’ needs, attracting new customers, repeated purchase and increased profit. Consequently, customer focus competence was important in handling guest complaints with professionalism, providing better customer care service. In addition, activities related to managing customer problems, giving customers attention and customer services skills were applicable in the hotels. This means that managers should invest and put emphasis on customer focus in improvement n customer services and providing quality services as to a greater extent they are drivers of performance.
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Kariuki, J., Waithaka, P. & Kinyua, G.M. (2023). Empirical Analysis of Core Competences and Performance of Star Rated Hotels in Nairobi City County, Kenya. International Journal of Humanities Social Sciences and Education.