STH Projects, Theses and Dissertations

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Assessing facilities provided for physically challenged guests in hotels in Nairobi.
(Strathmore University, 2021-06) OWIDI, NICOLE AWUOR
Kenyan five-star hotels are marked as one of the best World Tourism Organization that accommodates quite a number of tourists across the globe. For a long period, the firms have provided exemplary performance in its accommodative quest for the increasing tourist who keeps on joining them. Nevertheless, research studies have indicated that People with Disabilities often face quite a number of challenges during their visit to different hotel facilities in Nairobi.
An assessment of factors leading to growth of tourism cycling in Nairobi County and its surroundings
(Strathmore University, 2021) Murenzi, Abubakar Mugambi
The study aimed to provide an assessment of factors leading to growth of tourism cycling in Nairobi County and its surroundings. The study set out to answer the following questions: What basic cycling facilities are available to support the demand for cycling tourism in Nairobi and its surroundings, identify factors ideal for physical attraction sites for cycling tourism in Nairobi and its surroundings and suggest road circuits lead to an increase for cycling tourism excursion activities in Nairobi and its surroundings. The study is beneficial to tourism industry such as tour operators and travel agencies on how to grow and develop tourism cycling as tourism product in Nairobi County and its surroundings and be able to utilize the factors to create the product not only to international tourists but also domestic tourists. Through purposive sampling, the study reached out to a total of 43 respondents who gave their opinion on how the demand for cycling tourism can be grown and enhanced. In arriving at this, snowballing sampling method was adopted whereby the respondents were asked to refer their colleagues in the same industry. Given the COVID-19 pandemic that discourages physical contact, a high response rate was not achievable. However, 43 questionnaires were satisfactory to analyze and give recommendations. Though tourism cycling is not fully established in Nairobi County and its surroundings, with the information recorded can be of use to the tour operators and travel agencies to assess and apply the factors leading to tourism cycling growth in Nairobi County and its surroundings.
Assessment of the competency of the wedding event Managers in Nairobi
(Strathmore University, 2013) Oriedo, Amy Anindo
This explorative study looks at the need for wedding event managers in Nairobi and the competency skills that they require by identifying their functions, looking at what the Wedding Event management institutions in Nairobi offer and basing this on Weddings Beautiful Worldwide (WBW) standards. WBWis an established institution and association of Wedding Event Managers.The output quality of trained wedding event managers is compared to that of the untrained by collecting data from wedded individuals. The paper also investigates the association of the wedding industry with the hotel and tourism industry through the wedding event managers.Research is carried out by qualitative and quantitative methods giving reliable results .Conclusion are drawn from the data analysed and literature review.Recommendations are based on the conclusions and suggestions for further research are given
An Assessment of the impact of customer satisfaction and customer loyalty on occupancy rates of selected four and five-star hotels in Nairobi county
(Strathmore University, 2021) King’ori, Ivy Wandia
Service quality, customer satisfaction and customer loyalty have been recognized as dominant factors in hospitality organizations. This study helps us to extend our knowledge of the relationship among the factors as well as the impact they have to hotels in Kenya. The study was based specifically to four-and five-star hotels within Nairobi city where there was a total of thirty-one hotels. The research was done during the COVID-19 pandemic therefore was carried out online and through contactless interviews. The literature review indicated how these relationships affect each other that is that they all are required to ensure that the customers indeed became loyal to the hotel. Through improving the levels of service quality then there was a recorded impact on customer satisfaction, the customer satisfaction led to improved loyalty to the hotel thus maintain as well as add on their customer reach. The information recorded can be of use to the hotel practitioners as they can see how the various factors impact each other and while building or restructuring the hotel’s image improve them to attain their potential customers business.
A comparative study on effects of work issues on employees’ family life in fast-foods and restaurants in 4-star hotels in Nairobi, Kenya
(Strathmore University, 2021) Goga, Faith Akinyi
The food and beverage service has expanded over the last few years with the emergence of hotels and Fast-food restaurants. The diverse characteristics of the hospitality industry have led to the development of strain between the work and family obligations experienced by employees who work in this industry. The following research paper will delve into the relationship between work and family domains, the effects they have on each other, some effects on the individual’s wellbeing and how they impact the family as well as some policies that have been put into the workplace to address the conflict that exists between the work and family domains. The research instrument used is the questionnaire and the results have been presented using bar graphs and pie charts. The findings were analyzed and recommendations given to the stakeholders in the industry.
Critical success factors for a restaurant franchise system entering the kenyan market
(Strathmore University, 2016) Gikonyo, Lucy
In today’s globalized world, businesses look to expand in order to have a global presence. Restaurant businesses have expanded internationally using franchising. This study sought to determine the critical success factors for a franchised restaurant system entering the Kenyan market. It sought to ‘establish how franchisors and franchisees define, identify and evaluate success’. It also sought ‘to determine what makes a franchise successful from the customers’ perspective. This study has provided a theoretical framework that helps to understand the background of why organizations seek to expand using franchising method and consequently the critical success factors for franchised restaurants entering the Kenyan market. The study used qualitative methodology in establishing the views of franchisors and franchisees with the use of in-depth interviews. In keeping with research trends this study also used triangulation of methodology. We did an exploratory study using focus group discussions to explore the views of customers on franchised restaurants. Thereafter we carried out a survey to verify the hypotheses developed for the study in this way using triangulation of methodology and arriving at a better understanding of the issues under study. This was followed by analysis of the qualitative data and the quantitative data separately.The results yielded critical success factors from the franchisors perspective, franchisees perspective and the customers’ perspective. The critical success factors from the franchisors point of view included a clear concept, distance management, cultural appeal, excellent selection of franchisees, good site/location selection, and good relationship with the franchisees and reasonable franchise contractual terms. The critical success factors from the franchisees point of view were good relationship with the franchisor, good financial management, relationship marketing, good staff management, competent staff, and unique value proposition for the customer, attractive atmosphere, convenient location and speed of service. The customers’ perspective included good and consistent products and product range (menu mix), competent staff who were clean, warm, courteous and welcoming, a pleasant and clean atmosphere, reasonable and stable prices and a convenient location with efficient service. Finally the study proposed a prioritization of critical success factors from the customers’ perspective. These findings can be used by restaurant franchises that seek to establish successful businesses in the Kenyan market and other similar regional markets. The Africa franchise partners may also find useful information in setting up the Franchise Association of Kenya. Other franchise businesses may also benefit from some aspects of the study.
The effect of climate change on sustainable tourism: A perception of the tourism industry in Uganda
(Strathmore University, 2021) Barya, Anna Lucia Kiconco
Climate change involves variations in temperature and other weather conditions in a given environment over a period of time. Climate change and sustainable tourism are correlated, and both have drastic effect on each other. Poor environmental practices within the tourism industry can alter climatic conditions and result into changes like global warming. The general objective for this study was to establish the perceptions of tourism industry on the effect of climate change on sustainable tourism in Uganda. The study applied a descriptive design, and the methodology of data collection was based on both questionnaires and interviews. The population for the study was based on stakeholders of the tourism industry in the country using a conceived sampling design with the sample size of 100 members consisting of government officials, tour operators, guides, and hoteliers. The findings indicated that the perception of the tourism industry on climatic changes that affect sustainable tourism in Uganda is that they are majorly caused by deforestation and ignorance concerning the diverse effects of climate change. Other causes include agricultural practices, air pollution, and natural changes. The study also determined the perception of the industry regarding the effects of climate change on Uganda as a tourism destination. These included difficulty in transportation, property destruction, wildlife interruption, livelihoods of the host communities and influenced quality of destinations, among others. The final objective of this study was to analyse the initiatives to mitigate the effects of climate change on tourism. A number of measures were suggested by the respondents of the study. Among them were implementation of policies concerning climate and environmental protection, eco-friendly tourism activities, prioritizing host communities, consulting climate experts and sensitization of both locals and foreigners. The findings of this study also indicate that the government has not played its role as a major stakeholder in the matter considering the fact that policies are installed but not appropriately managed in order to reflect their purpose. It is also important to note that other stakeholders depend on governmental approval to ensure sustainable tourism and work towards mitigating the effects of climate change in the country.
Effect of employee motivation on engagement at work in restaurants in Nairobi
(Strathmore University, 2021-06) ONYANGO, ESLIE SAWAYI
In any organization, employee engagement is most significant as it forms the foundation where an employee works in an organization in the best interest as he or she has the desire to do so. Employees need to be motivated to be engaged and it may be through the employees’ sense of achievement, recognition, enjoyment of the job, promotion opportunities, responsibility, and the chance for personal growth.
The Effect of green practices on the operational efficiency of four-star and five-star hotels in Nairobi
(Strathmore University, 2021) Shekinah, Githinji
The hotel industry has always been one of the biggest industries in the world, and also fastest growing. With more properties popping up in different locations around the world, there has also been a growing need for more resources and materials from the Earth. In addition to this, the rising issues of global warming and pollution, has created the need for hotels to be more conscious of the way in which they operate. Many hotels around the world have started to look towards adopting green practices in their operations in order to lessen the negative impact that they have on the environment. Looking at Kenya, little research had been done regarding green practices in hotels, and essentially their effectiveness in improving operations in the hotel. Therefore, the aim of this study was to determine the effect that green practices had on the operational efficiency of 4-star and 4-star hotels in Nairobi. The study used descriptive research design. The target population of the study consisted of 23 four-star and five-star hotels in Nairobi County, classified and listed according to the Tourism Regulatory Authority. The study used non-probability sampling and a sample size of 19 hotels, 5 five-star and 14 four-star was obtained. Convenience sampling method was also used to choose the hotels in light of the current COVID-19 pandemic, which has affected many hotels’ operations. Primary data was collected for the study. Structured and close-ended questionnaires were used in this study as data collection tools. Descriptive analysis and correlation analysis were used to analyse the quantitative and qualitative data from the questionnaires. Descriptive analysis used statistics like percentages, mean and range to analyse data. Correlation analysis used statistics like Pearson’s correlation coefficient to analyse data. The findings of the study were analysed and presented using pie charts, tables to show the descriptive data, and scatter graphs to show the correlation between adoption of green practices by hotels and the hotel’s performance. In relation to 4-star and 5-star hotels, findings from the study concluded that they have to a great extent implemented green practices such as water management, air quality management and environmental purchasing into their operations. The study also concluded that there is a positive correlation between the adoption of green practices and the performance of hotels in categories like hotel service quality, star rating and status. The findings also proved that green practices were very effective in improving the operations of the hotels. The study recommended that 4-star and 4-star hotels should continue to adopt green practices in their operations as well as improve on the current ones that they have, in order to have more sustainable business operations.
Effect of service delivery procedures on customer satisfaction in five star hotels in Nairobi
(Strathmore University, 2021-06) ATIENO, MILLICENT ADOYO
The purpose of the study is to analyze the effect of service delivery procedures on customer satisfaction in five-star hotels in Nairobi CBD area. The study focuses on various objectives that make up the dependent and independent variables which will in turn be analyzed and presented after the data collection procedures.
Effects of work-family conflict on hospitality employees in 5-star hotels in nairobi
(Strathmore University, 2021) Mercy, Clare Wanjiru
In the traditional family set up, women were required to stay at home and nurture the family while the husbands were meant to work and provide for the family. That has since changed due to major economic and social transformations. These changes have increased women in the workplace holding high positions too. Work-family occurs when the demands of the workplace make it difficult to fill the demands of the family and vice versa. The hospitality industry is very demanding. Shift schedules in the hospitality sector are countercyclical to shift schedules of other industries creating a conflict for the employees and their families. I would like to examine the effects of work-family conflict on hospitality employees in 5-star hotels in Nairobi. From the findings of my research, I will be able to formulate possible strategies for industry consideration to counteract the effects and ensure that the employees can have a balance between work and family.
Employer-employee relationship and its effect on employees attitude and organizational effectiveness
(Strathmore University, 2021) Opiyo, Lydia Akoth
The main purpose of this study was to investigate employer-employee relationship and its impact on employee’s attitude and organizational effectiveness in the hospitality industry. The study aimed at assessing the impact of employer-employee relationship on employee’s attitude. It also aimed at assessing the employer- employee attitude on the organizational effectiveness. This study employed a descriptive design. The study was conducted in restaurants within Nairobi. The population of the study comprised of the restaurant employees. The population size examined was 45 and the sample size that the researcher used 41. Random sampling techniques was used to ensure that each element of the population was used. Primary data was collected using a questionnaire. Data collected was presented qualitatively based on visualization and pie chart. The study found that most of the employees are youth. The study also found out that a larger percentage of the employees have attained tertiary education. The study further found that there exists a good relationship between the employers and the employees. This is shown by the large number of respondents who agreed that the management provides them with all the resources they need, that the management listens to their complaints, listens to and puts in to consideration their ideas and suggestions. Many of the employees also agreed that they satisfied by their places of work and the working environment. Most of the respondents had good relationship with their fellow employees and that they would recommend their organization as a good place to work. The study concluded that employer-employee relationship plays an important role in influencing the employee’s attitudes towards their work, and generally affects the overall organizational success. It is therefore necessary for both parties understands the elements that make up the employer- employee relationship for the relationship to be healthy. The study recommends that organization should ensure that they provide a conducive working environment to that maintains a good relationship between the employers and the employees.
Factors affecting the growth of domestic tourism in Nairobi, Kenya
(2021) Wafula, Naomi Nasimiyu
The study was conducted on the residents of Nairobi from April 2020 to march 2021. The main aim of the study was to analyse the factors affecting the growth of domestic tourism. The research focused on economic, political and social factors affecting the growth of domestic tourism. Data was collected by administering questionnaire to the middle class earners. The findings stated that the factors that affects their participation in domestic tourism vary from person to person but most are affected by prices and rates. The findings also identified the government as the main stakeholders of domestic tourism and have the power to publicize the residents and get massive numbers of domestic tourism. Considering the community members in planning also will help in increasing the number of domestic tourist by a larger percent. This study will help in the planning of domestic tourism participation considering the fact that the number of international tourist has reduced due to corona virus hence the country will have to survive on domestic tourism.
The Impact of Customer Relationship Management on Customer Loyalty in Three and Four Star Hotels in Nairobi City County
(Strathmore University, 2021) Mufwolobo, Bonface Mmuka
The impact of customer relationship management on customer loyalty in three and four star hotels in Nairobi city county is a study that was conducted to three star hotels and four star hotels in Nairobi between July and August of 2021 on 35 hotels in that category. The ajor objective was to get the significance of customer relationship management, using CRM to build strong lasting relationships with customers and using CRM as a means getting many customers. 22 hotels responded to our questionnaire out of the possible 35. 50% of the respondents indicate that there hotels build relationships with new customers, 59% identify customer preferences and try to serve them based on that, 68% have not invested in any technology or software to track the customer information and 49% of the managers did very little in training staff and helping them with them achieving CRM and 72% of the respondents indicated that they had classified their customers in different segments in order to have an easy way of serving their needs which they should do and managers need to take charge of CRM.
The impact of social media on events marketing in Nairobi City County
(Strathmore University, 2021) Ngigi, Stella Waithera
There has been recent growth of events as an industry around the world. Events have a large impact on the communities and, in some cases, the whole country. With the increase in the use of advanced technology, in the events industry there have been changes and improvements that have taken place and continue taking place, especially in communication. With growing popularity of internet, traditional techniques of marketing are slowly being replaced by this interactive form, the social media. Social media has provided new opportunities to consumers to engage in social interaction on the internet with various service providers. Social media has advantaged businesses, for example in matters of growth and also saving on costs. This paper emphasizes the importance and benefits of utilizing social media in events. This study was carried out in March 2021, where the general objective of the study was to determine the impact of social media on events marketing in Nairobi, Kenya. The research design used in this study was a descriptive survey. For the purpose of this study, 15 respondents were considered to be a representative of the total population. Primary data was collected for the study using an online self-administered questionnaire. The questionnaire contained both open and closed ended questions for it to be effective for the study. Descriptive analysis such as the simple frequency distribution table was used. Statistical Package for Social Science (SPSS)which is a unified and comprehensive package was used to analyse the collected data thoroughly and conveniently for the Likert scale questions. The study found out that social media marketing has contributed greatly to the event planners who use it and that it is advantageous in many ways such as, reaching a wide range of customers. Compared to traditional marketing techniques, it has more benefits which include lower cost, exposure, measurement, customer engagement, among others. Some of the platforms used include Facebook, Instagram, WhatsApp, Twitter, Pinterest and LinkedIn. The study recommends that event planners embrace social media marketing, and for those who have not to ensure measures are put in place to adopt this marketing strategy. The study also calls for planners in the events industry to come together and form networks that can be used for marketing their businesses, through the various social media platforms. This will increase their visibility and outreach. Lastly, the study calls for the organizations to take advantage of social media and explore the features it has to offer to improve on their marketing activities. This will ensure the event planners are more active on their social media platforms and to ensure their content goes viral.
Influence of ergonomics practices on the morbidity of housekeepers in three star hotels in Nairobi
(Strathmore University, 2021) Chebet, Marindany Stella
This paper is a research on the influence of ergonomics practices on morbidity of housekeeping staff in tree star Hotels in Nairobi. To know the influence of ergonomics, it is necessary to involve the housekeeping staff which includes the housekeepers and the housekeeping supervisors. This study used the questionnaires as a tool to collect the data for both the housekeepers and the supervisors. This study proposes the need for training on ergonomics and provision of the right equipment to suit the user to achieve good standard and stop and reduce staff turnover
Influence of service quality on customer satisfaction and customer loyalty in 4 star hotels in Nairobi
(Strathmore University, 2021-05) MAINA, CYNTHIA KIRIGO
The influence of Service Quality on Customer Satisfaction and Customer Loyalty in 4-star hotels in Nairobi County, Kenya has been a major importance in the hospitality industry. Service quality as seen is a major factor that contributes to customer satisfaction in the hotel industry since excellent service quality will bring about the satisfaction of their guests thus the brand of the hotel will be improved by the satisfaction of their guests.
The perception of strathmore community on hospitality and tourism programmes
(Strathmore University, 2021) Munene, Martha Muthoni
In over 83% of the world’s countries, the tourism and hospitality sectors are in the leading five brackets of Gross Distribution Profit contributors. Globally the employment status of the tourism and hospitality sector accounts for above 100 million jobs and is predicted to grow rapidly. Despite being a leading employment industry and generating highly to the GDP of both developed and developing countries worldwide, hospitality and tourism graduates are constantly opting to work in other industries. This study adopted a descriptive research design to examine the perception of the Strathmore community on hospitality and tourism programmes. A questionnaire was used to collect data using the stratified random sampling method from a sample size of 108 undergraduates and 27 staff from the Strathmore community. Means, content analysis and percentages were adopted in analysing the collected data for this research to help the community at large to embrace a true and correct perspective on hospitality and tourism programmes. Parents and siblings influence the selection of Hospitality and Tourism programmes. Society is drifting from the mindset that these programmes ‘only cook’. The main standing negative impression is that they are easy programmes done by students who failed in High school. The graduates’ diversity of skills set the pace for them securing jobs after graduation and employment mobility attracts them to the industry.
Perceptions of hospitality students towards engaging in hospitality based businesses : a case study of hospitality colleges in Nairobi
(Strathmore University, 2012) Obewa, Pamela
This research is focused on finding out the perceptions of hospitality students towards business and factors that affect those perceptions. The study was conducted within colleges and universities that offer hospitality management courses in Nairobi. The study employed stratified systematic sampling techniques with a sample size of sixty seven students as the target population. Tools used were questionnaires and documentary survey to generate both qualitative and quantitative data. The data was analyzed and presented by manual and computer aided packages of Microsoft Excel. The results were presented through statistical figures such as histrograms, tables and pie charts. The study revealed that hospitality management students are strongly inclined to entrepreneurship but they are hindered by a number of both personality and environment related factors. The study established that such bottlenecks have compelled the hospitality students to take up low skilled jobs in the industry as opposed to pursuing successful careers in business. To reverse this trend, there is need to put in place supportive structures and policies both in government and learning institutions to nurture and spruce entrepreneurship culture among students in Kenya
Recovery measures in star- rated hotels in Nairobi post-covid -19 pandemic
(Strathmore University, 2021-06) IMBIAKA, BERNICE
Since March 11, 2020, the World Health Organization (WHO) established a global pandemic status for 2019 coronavirus disease (COVID-19). Global pandemic status means that the disease is throughout the world; the entire world population wherever their country is, can be potentially be infected. This study aims to examine the recovery measures in star-rated hotels in Nairobi post-COVID-19 Pandemic.

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