Potential Influence Of IS0 9001: 2000 Quality Management Principles on Service Quality in Kenya’s hotel industry
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Date
2017
Authors
Shirandula, Duncan
Barsulai, Stella
Journal Title
Journal ISSN
Volume Title
Publisher
Current Issues in African Tourism Research
Abstract
In this time of globalization and turbulent economic environment, hotel establishments in the
world are required to implement new management approaches in order to provide high
quality service. Implementation of quality management principles in Kenyan hotel
establishments offers an opportunity to improve on the overall quality of service. This study
explored the potential influence of ISO 9001: Quality Management Principleson service
quality in the hotel industry in Kenya. The study employed co-relational research design. The
target population was 300 employees and 80 middle level managersfrom selected star rated
hotels in Nairobi city. Stratified and systematic sampling techniques wereadopted to identify
the respondents for the study. Using a ten percent formula, the sample size was determined
to be 30 first line employees and 8 middle level managers. Both primary and secondary
sources of data were adopted. Structured questionnaires were used to collect primary data
from the respondents while secondary data was collected from journals and hotel records.
Reliability was measured using the Cronbach‘s Alpha at a level of 0.7%. Inferential and
descriptive statisticswere used to analyze data. The findings of the study indicate a
relationship between ISO 9001 and service quality (r = 0.5 p<0.001).In order to enhance
service quality, recommendations are made to hotels to embrace accreditation under ISO
9001: 2000 Quality Management Systems
Description
Article
Keywords
ISO, Service quality, Quality Management Principles
Citation
Shirandula, D., & Barsulai, S. (2017). Potential influence of IS0 9001: 2000 quality management principles on service quality in Kenya’s hotel industry.