School of Tourism and Hospitality Management (STH)

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Antecedents of customer perceived value: evidence of mobile phone customers in Kenya
(International Journal of Business and Social Science, 2014-03) Muturi, Francis M.; Wadawi, Joseph K.; Owino, Edward O.
As the mobile phone industry in Kenya gets competitive, customer retention becomes an imperative precursor to firm performance. For this reason, the study was so conceived to examine factors that influence customer perceived value amongst Kenyan mobile phone customers. The study analysed perceived service quality and the perception of price amongst cell phone users. A survey of 400 randomly selected respondents was undertaken. A structured instrument covering background information, customer expectation and customer perception was adopted in primary data collection. The results shows that perceived quality of service and perceived price determine customer’s perception of value. The results indicate the existence of a significant differences exist between what customers expect and what they perceive they experience after a service encounter. Service managers should compete on providing services of high value to gain a competitive edge in this market.
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 cooperative learning effectiveness In tourism And hospitality teaching:a case study of selected student groups at Strathmore university in Kenya
(Ecoforum, 2013) Wadawi, Joe Kibuye
Cooperative Learning has been defined as a relationship in a group of students that requires positive interdependence, individual accountability, interpersonal skills, face-to-face promotive interaction, and processing. Several techniques have been used to implement to advance learning amongst groups of tourism and hospitality students. While a number of methods have delivered favourable results in students’ motivation and learning, some have been used with counterproductive results. The purpose of this study therefore was to carry out a practical assessment of a specified cooperative learning technique using selected student groups within the School of Tourism and Hospitality in Strathmore University, Kenya. In this study, identified learning groups were given fundamental rules on how to use the chosen technique and thereafter asked to apply the technique in a specified learning session. Students were then asked to complete a simple questionnaire to make judgement on the learning effectiveness of the technique and their attitude to it regarding group dynamics. This study established that there are aspects typical of
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.
An assessment of hotel product quality in Kenya as a basis for building destination competitiveness
(Cognizant Communication Corporation, 2011-06-01) Wadawi, Joe Kibuye; Bresler, Nerine C; Herbst, Frikkie J.
Developing countries such as Kenya and other African countries now consider tourism as a passport for development as it does not need expensive investment to initiate and operate as a national business. This study was motivated by the need to create parameters that can elevate the competitiveness of a tourist destination. The purpose was to initiate the formulation of a structured, integrated conceptual framework for hotel product/service, quality based on the normative quality expectation of the tourists and Hotel Operators' strategic quality designs. Descriptive qualitative research design was used to establish the secondary objectives and to assess the five propositions that were developed for the study. Tourists and hotel operators in two major tourist provinces of Kenya were used to obtain information regarding normative and perceptive hotel product/service quality. Destination marketing managers employed by the only destination marketing organization, Kenya Tourist Board (KTB), were also surveyed to provide insight on Kenya's destination marketing strategies. The study found that hotel operators and other destination management organizations neither share nor operate on a common vision as they endeavor to build destination competitiveness for Kenya. An integrated framework that may be utilized to build destination competitiveness so that the economic potential of tourism is maximized in Kenya is therefore proposed.
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.
Avian frugivore and pollinator composition in changing land use systems
Chiawo, David; Kombe, Wellington; Craig, Adrian
Biodiversity conservation calls for identification of biodiversity hotspots where exceptional concentrations of endemic species are undergoing continuous loss of their habitats. Degradation of tropical forests due to land use have resulted in loss wildlife life and associated ecosystem services. Although Arabuko - sokoke forest is a protected area, the neighbouring landscapes are undergoing anthropogenic modifications which could subject it to a mere conservation “island”. It is a biodiversity hotspot and one of the Kenya’s 60 important bird areas. However, little information is available on effects of land use on different bird guilds and those that offer important ecosystem services in the area. Bird community, vegetation structure and land use characteristi cs were studied in one primary forest (Arabuko Sokoke forest), one plantation forest and surrounding agricultural farmlands. The study aimed to assess the effects of land use on diversity and abundance of bird frugivores and flower visitors. A total of 81 point counts distributed equally and randomly over the 3 habitat types were surveyed once per month from May 2012 to September 2013. Total bird individuals recorded by sighting and calls formed the abundance at each point count. Bird Species diversity will be measured by Shannon - Wiener Index. ANOVA, regression and multivariate analysis will be performed to determine the response of different bird guilds to different land use systems. The findings are expected to provide a baseline data that would inform dec isions on ecosystem management and land use planning for conservation management of bird communities in the area
Bee diversity and floral resources along a disturbance gradient in Kaya Muhaka forest and surrounding farmlands of coastal Kenya
(Journal of Pollination Ecology,, 2011) Chiawo, David O.; Kioko, Esther N.; Ogol, Callistus K.; Gikungu, Mary W.
Bees provide important pollination services that maintain native plant populations and ecosystem resilience, which is critical to the conservation of the rich and endemic biodiversity of Kaya forests along the Kenyan Coast. This study examined bee composition and floral resources from the forest core to the surrounding farmlands around Kaya Muhaka forest. In total, 755 individual bees, representing 41 species from three families were recorded: Apidae, Halictidae and Megachilidae. Overall, Apidae were the most abundant with a proportion of 76% of the total bee individuals, Halictidae at 14% and Megachilidae at 10%. Bee composition was similar between forest edge and crop fields as compared to forest core and fallow farmlands. We found a significant decrease in bee diversity with increasing distance from the forest to the surrounding farming area. A high abundance of bees was recorded in fallow farmland, which could be explained by the high abundance of floral resources in the habitat. We found floral resources richness to significantly affect bee species richness. These findings are important for understanding the effects of land use change on insect pollinators and their degree of resilience in disturbed habitats
Community capacity development in universities : empowering communities through education management programmes in Strathmore University (a pilot study)
(Contemporary Issues in Education Research, ) Kitawi, Alfred; Kitawi, Alfred Kirigha
This research examined the issue of community capacity development in a university. The main way communities were empowered was through the education management programmes offered at Strathmore University in Nairobi, Kenya. The research is among the first to examine the issue of community capacity development through university programmes. The research used Chaskin's (2001) framework to examine which issues of community capacity development emerged through the different action research projects students implemented within their communities. Content and map analysis was the analytical technique which was adopted. The outcome of the research was that there were some categories and relations similar to Chaskin's framework and others were different given the nature of students' action research projects. The study provides insights into how universities in developing countries can develop communities' capacities through higher education. A framework for community capacity development in the field of higher education management is proposed. The main categories were: fundamental characteristics of community capacity, social agencies, functions of community capacity, enablers, challenges, strategies, and outcomes.
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.
Conservation and human livelihoods at the crossroads : local needs and knowledge in the management of Arabuko Sokoke Forest
(John Wiley & Sons, 2017-11-23) Chiawo, David O.; Kombe, Wellington N.; Craig, Adrian J.F.K
Arabuko Sokoke Forest is the largest remaining single block of indigenous dry coastal tropical forest in Eastern Africa. Households within a 5 km buffer zone depend heavily on the forest for their livelihood needs, and the pressure on forest resources is on the increase. In May 2015, 109 households were interviewed on resources they obtain from the forest, in terms of the self-reported level of monthly income. We found household income and farm size significantly positively correlated with benefits from the forest, highlighting the possible influence of household wealth in exploiting forest resources. A large proportion of households (32%) had limited knowledge of local birds, while human–bird conflict was reported by 44% of the households. While many households were keen to participate in conservation projects that maintain the forest, 44% had no knowledge of the forest management plan, and 60% of those interviewed had no idea of how forest zones were designated for particular activities. Drivers for local community participation in conservation projects appear to be sustainable income and fulfilment of basic household needs.
Conservation in practice : a training manual for tourism and conservation managers
(African Wildlife Foundation, 2020) Chiawo, David (Dr.); Muruthi, Philip (Dr.); Wasige, Sylvia; Craig, Adrian J.F.K. (Prof.)
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.
Critical success factors for franchised restaurants entering the Kenyan market: customers’ perspective
(Pak Publishing Group, 2014) Gikonyo, Lucy; Berndt, Adele; Wadawi, Joseph
This article seeks to determine the critical success factors for franchised restaurants entering the Kenyan market from the customers’ perspective. We used a quantitative methodology by taking a survey. The respondents were identified using convenience sampling. A sample of 389 franchised restaurant customers was drawn and a response rate of 98.7% was obtained. It is suggested that the critical success factors for franchised restaurants from customers’ perspective include 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 of products and a convenient location with efficient service. This paper has added value in theory by identifying the critical success factors for franchised restaurants entering the Kenyan market from customers’ perspective. The findings can be used by restaurant franchises that seek to establish successful businesses in the Kenyan market and other similar regional markets.
Critical success factors of a fast food franchise system entering the Kenyan market
Gikonyo, Lucy; Berndt, Adele
The fast food industry has become an important part of globalization as people spend many hours working or doing business. The need for quick food services has grown with apparent shortage of free time. With reduced disposable income, a consequence of the global economic downturn, customers seem to shift from the fine dining and full service restaurants to quick service or fast food outlets since the latter are more cost effective. However, a widespread exposure to goods and services has produced a highly informed clientele, the fast food customer expectations seem to grow and follow global patterns. In Kenya international fast food franchises have not done well, fast food franchise systems enter the market but after a number of years they exit or close down operations. On the other hand there is an apparent increase of the ‘eating out trend’ among the Kenyan urban population in keeping with the global trends. It is therefore necessary to establish why the franchises enter the Kenyan market and then close down. This study will determine the critical success factors (CSFs) of franchise systems entering the Kenyan (and East African) market.
A Delphi survey on hotel service quality frameworks and their application
(Revista de turism, 2011) Wadawi, Joe Kibuye
Hotels have become an important aspect of a destination. It is therefore necessary to carry out evaluation of various studies and underpinning concept of quality models used in creating and sustaining leading service culture in hotels. This paper seeks to evaluate some of these expert frameworks using literature survey as the main source of deriving various expert propositions. Findings from the literature survey were further evaluated by Delphi team discussions to help generate recommendations. The study established that managers of hotels need to recognize the scientific significance of service improvement in hotel operations as a requirement for building their own competitive advantage and that of the destination where they operate.
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.

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