Department of Hotel and Hospitality

MODERATING EFFECT OF CUSTOMER SATISFACTION ON THE RELATIONSHIP BETWEEN SERVICE QUALITY DIMENSIONS AND PERFORMANCE OF STAR-RATED HOTELS IN NORTH RIFT REGION, KENYA

Mon, 01 Jan 2024 00:00:00 GMT

MODERATING EFFECT OF CUSTOMER SATISFACTION ON THE RELATIONSHIP BETWEEN SERVICE QUALITY DIMENSIONS AND PERFORMANCE OF STAR-RATED HOTELS IN NORTH RIFT REGION, KENYA KANGOGO, EVERLYNE J. The performance of firms in the hospitality sector is crucial for competitiveness and sustainability, particularly in star-rated hotels. This study focused on the North Rift Region of Kenya. The main objective was to assess the moderating effect of customer satisfaction on the relationship between service quality dimensions; assurance, empathy, reliability, responsiveness, and tangibility and performance of star-rated hotels in North Rift region, Kenya. Guided by the Service Quality (SERVQUAL) Model, Resource Based View theory, and Customer Satisfaction theory, the study employed an explanatory research design targeting a population of 1,813 individuals, including 1,377 hotel customers and 436 hotel staff across 9 star-rated hotels in North Rift region. Purposive and stratified sampling techniques were used for hotels selection, simple random for staff, and systematic for customers. Data collection was conducted through structured questionnaires. The analysis was performed using SPSS Version 25, with reliability measured via Cronbach's Alpha set at 0.7. The study utilized multiple regression and hierarchical regression analyses to test the hypotheses. Study findings indicated that all service quality dimensions positively and significantly affect hotel performance. Specifically, the coefficients were: assurance (β1=0.156, p<0.05), empathy (β2=0.220, p<0.05), reliability (β3=0.193, p<0.05), responsiveness (β4=0.294, p<0.05), and tangibility (β5=0.098, p<0.05). Customer satisfaction positively moderated the relationship between assurance and performance (β=0.024; p=0.000) and significantly affected reliability (β=-0.020; p=0.045) and tangibility (β=0.030; p=0.023). However, it did not significantly impact the relationship between empathy and performance (β=-0.007; p=0.445) and had a negative effect on responsiveness (β=-0.026; p=0.008). The study concludes that dimensions of service quality enhance hotel performance and that customer satisfaction moderates the relationships between assurance, reliability, responsiveness and tangibility dimensions and performance. This implies that customer satisfaction influences how the dimensions of assurance, reliability, responsiveness, and tangibility affect the performance of star-rated hotels. Specifically, it suggests that the level of customer satisfaction can strengthen the impact these service quality dimensions have on hotel performance. However, customer satisfaction has no significant relationship between empathy dimension and performance of star rated hotels. This means that customer satisfaction does not have a meaningful or quantifiable effect on how the empathy dimension of service quality influences the performance of star-rated hotels. The study recommends improving staff professionalism, attentiveness, and flexibility to meet customer expectations. Additionally, enhancing physical aspects such as modern furniture, cleanliness, and overall ambiance is suggested to boost hotel performance. Overall, focus on both service quality and customer satisfaction is essential for the success of star-rated hotels in the region.

EFFECTS OF INFORMATION TECHNOLOGY PRACTICES ON SERVICE DELIVERY IN STAR-RATED HOTELS IN UASIN GISHU COUNTY, KENYA

Mon, 01 Jan 2024 00:00:00 GMT

EFFECTS OF INFORMATION TECHNOLOGY PRACTICES ON SERVICE DELIVERY IN STAR-RATED HOTELS IN UASIN GISHU COUNTY, KENYA KIPTANUI, MARION JEPKORIR Service delivery in star-rated hotels across the globe is a complicated phenomenon that requires an extraordinary level of attention to detail, customer focus and operational efficiency. Information Technology (IT) has a positive impact on service delivery and ultimate customer satisfaction. Despite significant investments in technology by star-rated hotels in Kenya and the world over, service delivery still remains a major challenge. The main objective of the study was to investigate the effect of information technology practices on service delivery in star-rated hotels in Uasin Gishu County, Kenya. Specific objectives were as follows; to determine the effect of automated check in, personalized guest experience, smart room control systems and automated tracking on service delivery. The study was guided by Technology Acceptance Model Theory and General System Theory. The study adopted descriptive survey design. The target population was 171 with a sample size of 131 respondents comprise of 12 ICT managers and 12 operation managers and 107 supervisors. Data collection tool were questionnaires on a five point Likert scale. The study used stratified random sampling method for the hotels. Purposive sampling was used to select 12 ICT managers, 12 operation managers and the 12 star-rated hotels since the population was small and manageable. The pilot study was conducted in selected hotels within Nakuru County. Reliability check of the research instruments used Cronbach Alpha test set at 0.7. Data was analyzed with the aid of Statistical Package for Social Sciences (SPSS) software Version 25. Descriptive and inferential statistics were used to analyze data and presentation in form of frequencies, percentages, means and standard Deviation in Tables and Charts. Multiple Linear regression analysis was used to check for the p-values. Regression of coefficients results revealed that automated check in have a positive and significant effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya (β1=0.190, p=0.025). It was also established that Personalized guest experience has a positive and significant effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya (β2=0.248, p=0.043). In addition, smart room control systems was found to have a positive and significant effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya (β3=0.230, p=0.027). Finally, automated tracking was found to have a positive and significant effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya (β4=0.204, p=0.012). Therefore, the overall regression results imply that there is a significant effect of the given factors on information technology practice in star-rated hotels in Uasin Gishu County, Kenya. As such, an improvement in these factors would lead to a corresponding improvement service delivery in starrated hotels in Uasin Gishu County, Kenya. The study concluded that automated check-in, personalized guest experience, smart room control systems, and automated tracking have a significant positive effect on service delivery in star-rated hotels in Uasin Gishu County, Kenya. These technologies improve efficiency, security, customer satisfaction, and overall hotel operations. The study recommends that starrated hotels should implement automated check-in systems, specifically biometric systems, to improve service delivery. Personalized guest experiences and collecting customer feedback are also recommended to enhance service delivery. Ensuring the security of customer data and property, encouraging customer recommendations, and providing high-quality service are important for meeting customer expectations. In terms of technology, using smart keys, Bluetooth outlets, automatic blinds, and smart lighting can enhance the guest experience.

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

Mon, 01 Jan 2024 00:00:00 GMT

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

Tue, 01 Oct 2024 00:00:00 GMT

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.

INFLUENCE OF HEALTHY EATING CONCERNS ON MENU CHOICE DECISIONS AMONGST CUSTOMERS IN STAR-RATED HOTELS IN NAKURU COUNTY, KENYA

Sun, 01 Oct 2023 00:00:00 GMT

INFLUENCE OF HEALTHY EATING CONCERNS ON MENU CHOICE DECISIONS AMONGST CUSTOMERS IN STAR-RATED HOTELS IN NAKURU COUNTY, KENYA LIMO, MILDRED JELAGAT Menus occupy a significant position in the hotel business as they purpose to navigate customers to achieve satisfaction and exceed expectations in their food choices. Meals consumed out-of-home have been associated with enhanced intake of large food portions that are high in calories and low in nutritional value, exposing customers to an increased risk of weight gain and/or obesity. The main objective of this study was to assess the influence of healthy eating concerns on menu choice decisions amongst customers in star-rated hotels in Nakuru County, Kenya. The study was guided by the following specific objectives: to establish the influence of dietary patterns, food portions, nutritional knowledge, and food consumption habits on menu choice decisions among customers in star-rated hotels in Nakuru County in Kenya. The study was informed by the Food Choice Process Model and Theory of Planned Behaviour. An exploratory research design was used in the study with a target population of 785 from 19 star-rated hotels in Nakuru County, Kenya. The study used stratified and simple random sampling techniques to establish a sample size of 265 star-rated hotel customers. Data was collected using a closed-ended questionnaire and analyzed using the Statistical Package for Social Sciences (SPSS) version 26.0, with hypotheses tested at a p<0.05. Descriptive statistics were employed to characterize the data, and inferential statistics of multiple regression were utilized to demonstrate the relationship between independent and dependent variables. The study findings show that the four dimensions of healthy eating concerns, including dietary patterns, food portions, nutrition knowledge and food consumption habits, explained 49.4% of the variation in customer menu choice decisions. The study findings revealed that dietary patterns (β1=0.265, p=0.001) had a positive and significant effect on consumer menu choice decisions. It was also found that food portions (β2=0.276, p=0.000) significantly and positively influenced consumer menu choice decisions. Furthermore, consumer menu choice decisions were positively and significantly influenced by nutritional knowledge (β3=0.157, p=0.037). Finally, it was established that food consumption habits (β4=0.188, p=0.007) had a positive and significant effect on consumer menu choice decisions. The study concluded that dietary patterns in menu choice decisions are motivated by lifestyle factors, while personal and economic factors determine the food portions. Customers' understanding of menu information depends on their knowledge to choose and consume foods that meet their nutritional needs. In contrast, seasonal availability and demand for fresh foods on menus influence the consumption habits of consumers. The study recommends that hotels should provide diverse nutritious food items on menus to promote healthy eating habits in customers.

EFFECT OF SOCIAL MEDIA PLATFORMS’ USE ON HOTEL PERFORMANCE IN STAR RATED HOTELS WITHIN UASIN GISHU COUNTY, KENYA

Sun, 01 Oct 2023 00:00:00 GMT

EFFECT OF SOCIAL MEDIA PLATFORMS’ USE ON HOTEL PERFORMANCE IN STAR RATED HOTELS WITHIN UASIN GISHU COUNTY, KENYA ARUSHO, LUCY RIWO Many businesses have reoriented to attract and retain customers and ensure sustainability in response to technological changes. Businesses that do not use social media for customer satisfaction loose revenue, profits, and shareholder value. Social media enhances positive customer-business relationships. The main objective of this study was to investigate the effect of social media platform use on hotel performance in star-rated hotels within the Uasin Gishu County of Kenya. Specific objectives were; to determine the effect of Facebook use, Instagram use, YouTube and Website use on hotel performance. The study was guided by performance theory, technology acceptance (TAM), and resource-based view theory. The study used a descriptive survey research design. The target population was 142 respondents, comprising of 12 marketing managers and 130 departmental supervisors. 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 using both descriptive and inferential statistics utilizing SPSS version 25. The descriptives statistics used were frequencies, percentages, means and standard deviation. Inferential statistics included correlation and multiple regression. Frequency tables and graphs were used to present the research results. The study findings revealed that Facebook use positively and significantly has an effect on star-rated hotel performance (β1=0.317, p=0.002). It was also established that Instagram use positively and significantly effects star-rated hotel performance (β2=0.278, p=0.019). It was further established that YouTube use positively and significantly affects star-rated hotel performance (β3=0.137, p=0.044). Finally, website use was found to have a positive and statistically significant effect on star-rated hotel performance (β4=0.212, p=0.037). The study concluded that Facebook pages helps management reach wide range of customers. Instagram use plays a crucial role in star-rated hotel performance. The study further concluded that You-Tube use effects the selected star-rated hotels performance. The study finally concluded that Website use has affected star-rated hotel performance. Through the websites, the market goals and objectives of the Hotels have been achieved. 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. The Hotel management should ensure that the YouTube Advertisement videos are engaging and lively to the customers. Management of the selected star-rated hotels should ensure that the Market website and Facebook pages are fully established.

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

Sat, 01 Apr 2023 00:00:00 GMT

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

Tue, 01 Aug 2023 00:00:00 GMT

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

Sat, 01 Jan 2022 00:00:00 GMT

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

Sat, 01 Jan 2022 00:00:00 GMT

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