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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dc.contributor.advisorPeter Wamaeen_US
dc.contributor.authorAsami, Godian Mabindah
dc.date.accessioned2023-08-11T06:51:27Z
dc.date.available2023-08-11T06:51:27Z
dc.date.issued2023
dc.descriptionA 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.en_US
dc.description.abstractThe 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.en_US
dc.description.sponsorshipKenyatta Universityen_US
dc.identifier.urihttp://ir-library.ku.ac.ke/handle/123456789/26779
dc.language.isoenen_US
dc.publisherKenyatta Universityen_US
dc.subjectKnowledge Managementen_US
dc.subjectService Deliveryen_US
dc.subjectHospitality Industryen_US
dc.subjectFive-Star Hotelsen_US
dc.subjectNaivashaen_US
dc.subjectNakuru Countyen_US
dc.titleKnowledge Management for the Efficiency of Service Delivery in the Hospitality Industry within the Five-Star Hotels in Naivasha, Nakuru Countyen_US
dc.typeThesisen_US
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