Staff Appraisal and Sustainable Organizational Performance: An Analysis of Hospitality Sector in 3–5-Star Hotels in Nairobi City County, Kenya
| dc.contributor.author | Omboga, Cosmas Makori | |
| dc.date.accessioned | 2026-03-13T12:17:56Z | |
| dc.date.available | 2026-03-13T12:17:56Z | |
| dc.date.issued | 2025-10 | |
| dc.description | A Research Thesis Submitted in Partial Fulfillment of the Requirements for the Award of the Degree of Master of Science in Hospitality Management in the School of Business, Economics, and Tourism of Kenyatta University, October 2025 Supervisors: 1.Rahab M. Mugambi 2.Monica A. Wandolo | |
| dc.description.abstract | Human resources remain the most critical asset for firms seeking sustainable competitive advantage, particularly in the service industry, where performance is tied directly to employee effectiveness. Among the essential human resource practices are employee evaluation tools, which shape recruitment, performance management, and employee development. In Nairobi City County, 3–5 star hotels face pressing challenges, including intense competition, customer retention, satisfaction, and organizational performance. This study investigated the role of employee evaluation frameworks in enhancing organizational effectiveness, focusing on how evaluation methods impact the operations of 3–5 star hotels in the Nairobi region. The study pursued four specific objectives: to analyze the influence of management by objectives on organizational effectiveness; to examine the relationship between 360-degree feedback and corporate performance; to assess the contribution of performance metrics to organizational outcomes; and to evaluate the implications of confidential appraisal methods on operational efficiency. A descriptive cross-sectional research design was adopted, targeting 44 hotels with a population of 44 human resource managers and 4,500 employees. Using the Kline (2016) model, a sample of 411 respondents was drawn, comprising all HR managers and 367 randomly selected employees. Data was collected through structured questionnaires and HR manager interviews, then analyzed using descriptive statistics, Chi-square tests, and simple regression analysis. The findings revealed that management by objectives, 360-degree feedback, graphical rating scales, and confidential evaluations significantly influence hotel performance. Notably, 360-degree feedback proved most effective in enhancing personal growth and improving overall operations. Statistical results (p < 0.05) confirmed that employee evaluation methods strongly affect organizational effectiveness. The study concludes that fair and well-aligned evaluations are essential for positive outcomes in star-rated hotels. The study recommended that hotels establish clear objectives, effectively apply feedback systems, and continuously review branding strategies to remain competitive | |
| dc.description.sponsorship | Kenyatta University | |
| dc.identifier.uri | https://ir-library.ku.ac.ke/handle/123456789/32740 | |
| dc.language.iso | en | |
| dc.publisher | Kenyatta University | |
| dc.title | Staff Appraisal and Sustainable Organizational Performance: An Analysis of Hospitality Sector in 3–5-Star Hotels in Nairobi City County, Kenya | |
| dc.type | Thesis |