Journal Articles

Moderating Effect of Customer Satisfaction on the Relationship Between Assurance Dimension and Performance of Star Rated Hotels in North Rift Region, Kenya

2025-05-13T12:19:16Z

Moderating Effect of Customer Satisfaction on the Relationship Between Assurance Dimension and Performance of Star Rated Hotels in North Rift Region, Kenya Kangogo, Jemutai Everlyne; Makomere, Julie; Karei, Rachel The performance of firms, particularly in the hospitality sector like hotels, is critical. It encompasses various dimensions including efficiency, effectiveness, profitability and growth. The hotel sector is a major component and highly competitive in the hospitality industry in offering products and services which have become an important success determinant. The main purpose of this study was to assess moderating effect of customer satisfaction on relationship between assurance dimension and performance of star rated hotels in North Rift Region, Kenya. The study was guided by customer satisfaction theory. Explanatory research design was employed. Target population was 1813 respondents comprising of 1377 customers and 436 hotel staff from 9 star rated hotels in North Rift Region. Stratified sampling technique was used to select hotels and simple random sampling technique was employed to select hotel staff and systematic sampling technique was used to collect data from customers using structured questionnaire. Data was analyzed using statistical package of social sciences (SPSS) Version 25. Inferential statistics such as correlation and regression analysis were performed to test for the study hypotheses. Results revealed that assurance dimension was positively associated with performance of star rated hotels (r=0.856, p<0.01). Also, assurance dimension (β = 0.842, p < 0.05) and customer satisfaction (β = 0.532, p < 0.05) both had positive statistically significant effect on performance of star- rated hotels. Further, results showed that customer satisfaction has positive statistically significant moderating effect on the relationship between assurance dimension and performance of star rated hotels (β = 0.017, p < 0.05). The study concluded that assurance, enhance performance of star rated hotels. The study recommended that there is need for more professional and knowledgeable staff to enhance performance of hotels. There is need to have more attentive staff to meet and exceed customer expectation

Effect of Automated Check in on Service Delivery in Star-Rated Hotels in Uasin Gishu County, Kenya

2025-02-17T09:21:49Z

Effect of Automated Check in on Service Delivery in Star-Rated Hotels in Uasin Gishu County, Kenya Kiptanui, Jepkorir Marion; Karei, Racheal; Makomere, Julie Service delivery in star-rated hotels is a complex process that demands meticulous attention to detail, customer-centricity and operational efficiency. This study evaluated the effect of automated check-in systems on service delivery in star-rated hotels located in Uasin Gishu County, Kenya. The study employed the Technology Acceptance Model (TAM). A descriptive survey design was utilized, targeting a population of 171 individuals, from which a sample of 131 respondents was drawn, including ICT managers, operation managers and supervisors. The data was collected through a questionnaire designed with a five-point Likert scale. It was then coded into Statistical Package for Social Sciences (SPSS) Version 25 and analyzed using both descriptive and inferential statistical methods. Findings showed that there was a moderate significant effect of automated check in on service delivery in star-rated hotels in Uasin Gishu County, Kenya (r=0.567; p<0.01). Also, the analysis showed that automated check-in has a positive impact on service delivery in these hotels (β=0. 0.564, p=0.025). The study concluded that implementing automated check-in systems not only improves operational efficiency but also contributes positively to customer satisfaction and security. Therefore, it is recommended that star-rated hotels in Uasin Gishu County adopt advanced automated check-in technologies, such as biometric systems, to further enhance service delivery and meet customer expectations effectively.

Effect of Facebook Use on Star Rated Hotels Performance in North Rift Region

2023-10-05T12:23:31Z

Effect of Facebook Use on Star Rated Hotels Performance in North Rift Region Arusho, Lucy Riwo; Karei, Racheal; Makomere, Julie In reaction to technology advancements, many firms have reoriented themselves in order to draw in and keep clients as well as maintain sustainability. Companies who don't use social media to engage with customers lose out on sales, revenues, and shareholder value. Positive customer-business interactions are strengthened by social media. The study sought to investigate effect of facebook use on star rated hotels performance in North Rift Region. The study used a descriptive survey design. The target population was 142 hotel employees. The sample size was 110 respondents. Sampling techniques were stratified random sampling and census techniques. This study used questionnaires to collect data. Data were then analysed by use to SPSS version 25. Descriptive and inferential statistics were analysed and presented in frequencies, percentages, means and standard deviation. Frequency tables were used to present the research results. The study findings revealed that Facebook use positively and significantly effects star-rated hotel performance (β=0.317, p=0.002). The study concluded that Facebook pages helps management reach wide range of customers. The study recommends that; the social media marketers of the selected star-rated hotels should ensure that their pages are impressive and attractive to the customers.

Assessing The Effect of Nutritional Knowledge on Menu Choice Decisions among Customers in Star-Rated Hotels in Nakuru County, Kenya

2023-10-05T07:21:40Z

Assessing The Effect of Nutritional Knowledge on Menu Choice Decisions among Customers in Star-Rated Hotels in Nakuru County, Kenya Limo, Mildred J.; Sempele, Catherine; Barsulai, Stella Menus occupy a significant position in hotel business as they purpose to navigate customers to achieve satisfaction and exceed expectations in their food choices. Eating out has become an integral part of our modern society, and diners want to make informed choices for developing healthy eating habits that allow the body to meet its dietary needs and maintain the required weight. The main objective of this study was to assess the influence of nutritional knowledge on menu choice decisions amongst customers in star-rated hotels in Nakuru County, Kenya. The Food Choice Process Model and Theory of Planned Behaviour informed the study. The study employed an exploratory research design with a closed-ended questionnaire to collect data, which was analyzed using the Statistical Package for Social Sciences (SPSS) version 26.0, and hypothesis tested at p≤0.05. The study findings show that the knowledge explained 27.9% of the variation in customer menu choice decisions. Nutritional knowledge (β1=0.608, p=0.000) positively and significantly influenced consumer menu choice. The study concluded that customers understanding of menu information depend on their knowledge to choose and consume foods that meet their nutritional needs. The study recommends that hotels provide in-menu nutrition information to guide customers toward healthy meal choices.

Laundry, dry cleaning services and environmental waste water physical-Chemical parameters in Kisumu City, Kenya

2023-04-24T07:23:00Z

Laundry, dry cleaning services and environmental waste water physical-Chemical parameters in Kisumu City, Kenya Odek, Matthews; Chepchumba, Rael Maiyo; Serem, Dorcas

Influence of Tourism Attractions on Tourism Sustainability in Selected Parts of Nandi County, Kenya

2023-04-13T09:19:51Z

Influence of Tourism Attractions on Tourism Sustainability in Selected Parts of Nandi County, Kenya Talam, J. J.; Makomere, J.; Ariya, G. Tourists are satisfied when their needs are met in a destination. When destinations lack attractions, it is hard to be called a tourism entity. Natural beauty and climate among others are a vital aspect that influence vacationers to visit or revisit a given destination. These features entice individuals to the destination and also contribute to the general experience of the tour thereby sustaining tourism.The research intended to assess the influence of tourism attractions on tourism sustainability in selected parts of Nandi County. The results for the study could give a guideline to the improvement of tourism dimensions towards sustainability in Nandi County. The study employed a survey research design. The target population was 598 visitors with a sample size of 239. Questionnaires were used to gather data from tourists visiting the selected parts. Validity was realized through selection of study sample that was of the utmost representative group. Cronbach’s alpha was used as a measure of reliability. Descriptive statistics were employed in SPSS Version 2021. There were 6 tourist destinations visited in selected parts of Nandi County with 172 respondents sampled; 158 (91.9%) Kenyans, 4 (2.3%) German, 4 (2.3%) Indians, 2 (1.2%) from USA while 4 (2.3%) were either from New York, Nigeria and Brazil.In regards to gender, majority were male (65.1%). Most respondents (36.0%) were aged from 21 to 30 years.Majority of the respondents, (97.7%) had formal education.Out of the total respondents, 17.4% had visited Diguna falls, 3.5% Kaptumo Africa Native Court, 14.5% Koitalel Samoei Museum, 26.7% Ngaunat caves, 14.0% Eden spring guest house and 23.8% Chepkiit falls. The respondents were asked to state how valuable was cultural dimensions to their visit in Nandi County; 11.0% indicated that they were not very valuable, 9.3% not valuable, 22.1% undecided, 29.1% valuable while 28.5% very valuable. On natural attractions,4.1% revealed that they were not very valuable 2.3% not valuable, 15.7% were undecided, 27.9% valuable and 50.0% very valuable. On built attractions, 5.8% opined not very valuable, 9.9% not valuable, 27.3% were undecided, 30.8% valuable while 26.2% very valuable. In conclusion, cultural attractions were found to be the most valuable to tourists visit in Nandi County. The findings revealed that tourism attractions have an influence on the tourism sustainability in selected parts of Nandi County. The study recommended more studies to be done to establish the influence of tourisms accessibility on tourism sustainability in selected parts of Nandi County, Kenya

Economic Impacts of Covid-19 in Kenya: An Assessment of Hospitality and Lodging Sectors in Tranzoia and Nandi Counties

2022-09-15T08:05:35Z

Economic Impacts of Covid-19 in Kenya: An Assessment of Hospitality and Lodging Sectors in Tranzoia and Nandi Counties Odwori, Paul. O; et. al... The hospitality industry is one of the most vital economies to Kenya. However, the rapidly evolving global Covid-19 epidemic has challenged this sensitive industry with unforeseen circumstances. Therefore, the objective of this study was to assess economic impacts of Covid-19 on hospitality and lodging sector in Tranzoia and Nandi Counties. The study was guided by the critical theory and the critical political economy theory. A descriptive survey design was employed. This study targeted 30 restaurants and 30 lodgings from Nandi and Tranzoia Counties. Stratified sampling and simple random sampling techniques were used to select a sample of 15 restaurants from each County. Questionnaires were the main data collection instruments in the study. Collected data was coded into Statistical Package for Social Sciences (SPSS) version 20.0 and analysed descriptively. ANOVA and T-test was used to determine for significant difference (p˂0.05) between or among the groups. Results indicated that there was a sharp decline in the number of employees during the Covid-19 pandemic in both the restaurant and lodging sectors. Employee’s dismissal was the most resorted measure to reduce restaurant and lodging operational cost. Both sectors did not follow the Covid-19 protocols strictly and most of their employees were not trained on how to handle potential cases of Covid-19. There was a significance different between lodging business monthly income before and during Covid-19 crisis in Nandi and Tranzoia counties. Results further revealed there was a drastic drop in the lodging occupancy rate and this was attributed to severe Covid-19 containment measures put in place by the Kenyan government. However, the occupancy rate improved in 2021 after lifting major containments measures. Finally, in both sectors guest health safety measures, adaptability, leaderships and finally use of technology to minimize human to human interactions are key learning areas from Covid-19 pandemic. Employees should be trained on the importance of properly following Covid-19 Containment procedures, and the national govt should reduce taxes, provide grants and loans to help businesses recover from the pandemic.

Perceptions Towards the Influence of Curriculum on the Quality of Training in Hospitality Management; A Case of University of Eldoret and Kenya Utalii College, Kenya

2022-08-23T07:46:45Z

Perceptions Towards the Influence of Curriculum on the Quality of Training in Hospitality Management; A Case of University of Eldoret and Kenya Utalii College, Kenya Mathenge, J. Kimaru; Sempele, Catherine; Karei, Rachel Every graduate hope to secure a job after school, but this is not usually the case as recently, employers are now considering a lot of factors before hiring. Studies have shown that employers prefer hospitality graduates from Kenya Utalii College (KUC) as compared to other learning institutions. Kenya Utalii graduates represent about 20% of the hotel employees in Kenya. There are more than 200 institutions offering hospitality programmes in Kenya. This being the case Kenya Utalii still has a bigger percentage of graduates on the job market. The researcher carried out the research study to establish why there is a preference of graduates from Kenya Utalii College by employers. The all-round educational quality theory by David Kolb, (1984) and behavioral learning theory by John Watson, (1913) guided the study. This study was qualitative in nature and employed a narrative research design. The respondents consisted of 10 graduates and 8 lecturers from the University of Eldoret and Kenya Utalii College in Nairobi. The target population was hospitality graduates and hospitality lectures from UoE and KUC. The sample size comprised of 18 respondents and these were 5 graduates from each institution and 4 lecturers from each institution. The study utilized purposive and snowball sampling techniques to obtain the sample size. The study utilized interviews and focus group discussions for data collection. The interviews were conducted on the graduates while the lecturers were involved in focused group discussions. Data collected was coded and organized to search for patterns and themes which helped to interpret it. The results were aimed at assisting hospitality institutions in Kenya to offer quality training thereby producing quality graduates who are suitable for the job market. The finding indicated that curriculum is one of the key factors towards provision of quality training in hospitality management. A reviewed curriculum remains relevant as it comprises of current knowledge and skills that is in use in the industry today. Collaborations between learning institutions and the industry leads to better formulation of the curriculum. The industry shared ideas and knowledge of what is happening in the industry. This enabled institution to draft a curriculum that is industry based. The study concluded that through offering quality training graduates acquired skills and knowledge that is needed in the industry. This ensured that graduates secure employment in the industry easily.

Effect of Time-Based Conflict on Employee Productivity: Does Altruism Matter? A Reflection from star-rated Hotels in Kenya

2022-08-23T06:33:57Z

Effect of Time-Based Conflict on Employee Productivity: Does Altruism Matter? A Reflection from star-rated Hotels in Kenya Barsulai, C. Stella The current study sought to assess the influence of altruism on the relationship between time-based conflict and employee productivity in star-rated hotels in Nairobi-Kenya. The study adopted explanatory design. A total of 4725 employees from 30 star rated hotels were targeted. Nassiuma formula (2000) was used to sample 214 employees to answer questionnaires. Stratified sampling was employed to select employees from the departments chosen. Bias Corrected Bootstrapping of SEM, using AMOS version 5, in SPSS version 23 was used to test the hypotheses. The results showed that for each unit increase in time-based conflict, there was a decrease in employee productivity. These findings illustrated that the conflict experienced by employees negatively affects employee productivity. The results further showed that when Altruism is exhibited, it reduces the influence of time-based conflict on employee productivity. This shows the importance of employees exhibiting altruism to reduce the effect of the conflict for employee productivity to be achieved. The study findings will be insightful to management in the hotels to develop guidelines to help hotel managers and supervisors improve employee productivity through the use of altruistic behavior.

Effect of Employee Engagement on Employee Turnover Intention in Hotels within Eldoret Town, Kenya

2021-08-10T06:32:39Z

Effect of Employee Engagement on Employee Turnover Intention in Hotels within Eldoret Town, Kenya Chebet, Wekesa Valerie; Makomere, Julie; Karei, Rachel Employee turnover is a common problem in the hospitality industry and it is not country specific. It accounts for employee turnover of between 60% and 300% annually. The main purpose of this study was to determine the effects of employee engagement on employee turnover intention in selected hotels within Eldoret town. This study was guided by Expectancy Theory. A cross-sectional research design was used in selected non-rated hotels within Eldoret town. The target population was the non-managerial cadre of staff accounting for 365 employed staff. Stratified sampling was used to select the hotels that participated in this study. Proportionate random sampling was used to select 187 participants from the sampled hotels and a questionnaire was employed to gather data from key informants. Data was analyzed using Statistical Package for Social Sciences (SPSS) version 25.0. Descriptive statistics, standard deviation, percentages and inferential statistics were used in representation of data. there is a significant positive correlation between employee engagement and employee turnover intention (r=0.411, p=0.000). Thus, an increase in employee engagement activities led to rise in employee turnover intention. It also recommends that Department of Hospitality Management uses the University of Eldoret outreach services to conduct awareness seminars for hotel practitioners on the necessity of honoring the psychological contract. Lastly it recommends replication in all non-rated hotels in Kenya to receive a complete national picture.