An assessment of training relevance and its implications on job performance and customer satisfaction (a case of four and five star hotels in Nairobi)
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Date
2014
Authors
Wang'ombe, Lawrence Kabuitu
Journal Title
Journal ISSN
Volume Title
Publisher
Kenyatta University
Abstract
The study examined linkages between job performance and training in the hospitality
industry and the subsequent effect on customer satisfaction. The general objective for the
study was to assess customer satisfaction in regard to job performance for the formally
trained employees in the hospitality industry. The study was limited to 4 and 5 star hotels
in Nairobi City. A cross-sectional survey design using purposive and simple random
sampling was adopted. 180 operatives were randomly selected, line managers, customers
and section heads from the four and five star hotels in Nairobi participated in the study.
Data were collected using both structured and unstructured questionnaires from
operatives, customers and line managers, whereas interview schedules was used for the
departmental heads. Qualitative data was edited, coded and organized into appropriate
themes. The analysis was done using the statistical package for social sciences (SPSS)
including frequency distribution tables and percentages. Inferential statistics were such as
chi-square and multiple regression were used to establish relationship between dependent
and independent variables. ANOVA was used to establish the difference between skills
and job performance. The results indicated that there was a positive linear relationship
between training (input) and performance appraisal results (output). An increase of rating
training by 1 point led to an increase of performance by 19.62 percent. It was found out
that 33.3 percent of the customers were very satisfied, 44.4 percent were satisfied while
22.2 percent were not satisfied with the level of service provided, based on job
performance and customer satisfaction. It emerged that the level of education was
paramount in the performance of employees and subsequent customer satisfaction. It was
concluded, that training and job performance were significantly related to customer
satisfaction. Therefore for the industry to have an edge on the basis of job performance
and customer satisfaction, training was considered a key component for effective
manpower. It was recommended that further research on policy formulation for
hospitality training through relevant stakeholders' participation would be necessary for an
efficient resource human development in the hospitality industry. Hospitality executives
should understand what customers expect during service encounter and what features are
needed to deliver high qualify services. They should address the service-performance gap
by understanding what need to be delivered and appropriate specification developed for
employees to deliver superior services. In conclusion all the null hypotheses in this study
were tested: there is significant relationship between customer satisfaction. training and
job performance in hospitality industry
Description
Department of Hospitality Management, 127p. 2012, HF 5415.5 .W32