Foodservice Clientele Tipping Behavior and Its Impetus on Restaurant Service Reliability in Kenya
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Date
2021
Authors
Were, Simon O.
Miricho, Moses N.
Maranga, Vincent N
Journal Title
Journal ISSN
Volume Title
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Abstract
Tipping is an interesting pecuniary behavior involving service
providers and hospitality’s restaurant clients. The tipping act
goes beyond the hospitality industry and therefore is
a common practice across the entire service industry.
However, tipping is thought to have adverse negative effects
on food service reliability. This is because of the general belief
that tipping could be the origin of selective and discriminatory
service, with an inclination toward clients who are believed to
tip thus compromising service quality hence reliability. This
study therefore sought to investigate the relationship between
foodservice clientele tipping behavior and its impetus on restaurant
service reliability in Kenya. A census of all the two- and
three-star hotels was taken, and simple random sampling
applied in the selection of study respondents. The study
employed descriptive research survey design which is concerned
with describing situations on the basis of respondents’
responses and examining their relationships. The area of study
under investigation was Kisumu County, the former administrative
districts of Nyanza province in Western parts of Kenya, with
a sample size of 384 respondents. Questionnaires were selfadministered
to restaurant clients at the exit point after meals
and the study achieved a response rate of 72.1%. The study gave
results showing 62.8% gave tips. Further, the study found that
respondents tipping behavior was not significantly related to
nationality as well as gender (P ˃ 0.05). However, the independent
variable – tipping was found to explain 30.5% of the
variability of the dependent variable – food service reliability
in the two and three-star hotels. Therefore, the study established
a significant relationship between tipping and foodservice
reliability in the two and there star hotels within Kisumu
County, Kenya (P ˂ 0.05).
Description
article
Keywords
Foodservice, service reliability, tipping, hospitality
Citation
Simon O, W., Moses N, M., & Vincent N, M. (2021). Foodservice clientele tipping behavior and its impetus on restaurant service reliability in Kenya. Journal of Foodservice Business Research, 24(1), 42-61.