STH Scholarly Articles

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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.
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 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.
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.
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.
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.
Environmental concern behaviours in Africa: an exploratory study
(Canadian Center of Science and Education, ) Gikonyo, Lucy; Berndt, Adele
Environmental concern, including environmental behaviour continues to receive attention in both the public media and academic research. The purpose of the paper is to investigate environmental behaviour (both purchasing and non-purchasing behaviour) in an African context. Use was made of a quantitative study among a convenience sample of selected Africans. Statements reflecting non-purchasing behaviour indicated lower mean scores when compared to purchasing behaviour statements. Statistically significant differences were found to exist between different age groups with respect to both purchasing and non-purchasing behaviour as well as between different nationalities with regard to their purchasing behaviour. The findings have the potential of impacting the strategies of organisations operating on the continent. The major contribution of this paper is that is provides insight in the behavioural aspects as seen in an African context, and consequently provides detail on both purchasing and non-purchasing behaviour and the role of marketing aspects (such as price) in influencing purchase behaviour of Africans.
Impact of e-Learning strategy on students’ academic performance at Strathmore University, Kenya
(Makere University, 2014) Kitawi, Alfred; Neema-Abooki, Peter
This study examined the impact of e-learning strategies on students’ academic performance at Strathmore University. The purpose of the study was to investigate the methodology, ideologies, output and ecology of ICT strategies and their impact on students’ performance. This was done through comparing students’ mean scores on courses deploying ICT in their delivery with those that do not. The findings were that the e-learning strategies adopted at the University positively impacted on students’ academic performance. However, a digital divide in disfavour of poor students is cutting back on the effectiveness of elearning at the University. The paper discusses recommendations towards improvements in deployment of e-learning.
INTECOL talk
Chiawo, David O
A presentation talk
Integrating the role of sports associations in the promotion of sports and recreation tourism at the destination level: creating a partnering framework for Kenya
(International Journal of Tourism Sciences, ) Wadawi, Joe Kibuye; Oketch, Roselyn N.; Owino, Edward; George, Babu P.
In Kenya, tourism is the second most important earner of foreign exchange after agriculture. It has had a great impact in the direct employment of local population as well as in generating opportunities for other business activities such as accommodation, food service, transport, retail, and other auxiliary services. In the recent past, Kenya’s tourism has faced numerous challenges which may have slowed tourist arrivals and growth considerably. The challenges have been driven by climatic and environmental changes that maybe interfering with the ecosystem. Kenyan tourism faces significant challenges also from intense regional competition, political instability, poor governance, corruption, negative travel advisory by the governments of source markets, poor security at the destination, dilapidated infrastructure within the destination, poor product/ service innovation, and inadequate market and customer value perception of the destination. In this regard, a need to examine possible ways of reinvigorating and diversifying Kenya’s tourism offerings has emerged and one area that holds a great potential is Sports and Recreation tourism. This paper therefore carries out an exploratory assessment of the awareness of the members of the various sports associations regarding the significance of sports tourism to Kenya’s economy. Club representatives duly registered within ten selected sports associations that represent popular sports in Kenya were surveyed to achieve this objective. This research proposes an integrated approach to the creation of a partnering role amongst sports associations to help promote sports and recreation tourism in Kenya.
Nataka chakula” (i'd like food): critical success factors in attracting and retaining customers in Kenyan restaurants
Gikonyo, Lucy; Berndt, Adele
The restaurant industry has developed and expanded to gain a global presence in the last fifty years largely fuelled by the change of lifestyles. Urban populations have grown throughout the world, mobility of people has increased and people spend a lot of time commuting to and from work (Schlosser , 2001). This has been compounded by the increased presence of women in the workplace which has resulted in less time available for them to prepare meals at home(Jekanowski, Binkley & Eales, 2001). These busier consumer lifestyles and dual-working families have led to solutions being sought in using ready made meals (Atkins and Bowler , 2001).For a long time, growth and expansion in the restaurant industry has been associated particularly with the fast food concept (Lashley & Morrison, 2004; Sen 1998). Viewed from the customers' perspective, Anderson and Fornell (2000) assume that businesses exist and compete to satisfy the customers. They suggest that it is not possible to grow a business without at the same time increasing customer satisfaction. A satisfied customer will become a repeat customer and this could in turn grow a business. Following this general business imperative therefore it means that a satisfied customer will have a critical effect on the long-term success of restaurant business. A satisfied restaurant customer will remain loyal to an outlet or restaurant business and continued patronage can follow a global pattern. On the other hand a dissatisfied customer of restaurant will not only avoid the entire franchise or chain outlets but may also make bad publicity and persuade many people to go elsewhere (Gilbert et al, 2004). This presents an eating establishment (such as a restaurant) with a challenge. They need to satisfy customers to gain repeat business, but what do they need to do? Where should a restaurant focus their energies and attention if they are to not only attract new customers but also to keep existing customers satisfied? The focus of attention is on what are regarded as the Critical Success Factors (CSFs), but there is little published research on CSFs in the restaurant industry in Africa, a gap this study aims to fill. The paper will investigate the nature of CSFs specifically in the restaurant (food) sector and then discuss the study that has been carried out. The paper will conclude with the discussion and implications of the research for the Kenyan restaurant market.
The Role of hotels in the consumption of cultural tourism in Kenya
(Revista de turism, 2009-12) Wadawi, Joe Kibuye; OKECH, Roselyne N.; Nerine, BRESLER; Nedelea, Alexandru
Tourism is Kenya’s leading foreign exchange earner, yielding the country over US$500m annually. The industry contributes over 10% of the GDP to the national economy. However, considering that the industry experienced a slump over the period 1994-2003, there are challenges on how to sustain the current tempo of growth in the midst of growing competition, especially in wildlife-based tourism. There is a general feeling that the tourism industry in Kenya needs to avoid over reliance on wildlife and diversify its tourism product base. The industry stakeholders (led by the government) are seeking means and strategies of differentiating the tourism product offering in order to become a destination of choice in international markets. It is with the foregoing in mind that this study focused on investigating the possibility of incorporating cultural tourism as a means of augmenting and diversifying Kenya’s tourism product. This is in view of the fact that the country has a vast ethnic diversity with a total of 42 cultural groupings. These groups spice up Kenya’s heritage with various cultural attractions including music, food, dress, architecture, artifacts, dances, language, religious monuments, prayer and worship, family, government and leadership. The question that the research wanted to answer is how the hotels could contribute to the development of cultural tourism in Kenya. Being a key component and beneficiaries of improved performance in tourism, hotels, have a crucial role to play in shaping the nature of the cultural tourism product offering. The study established that many hotels have taken various specific measures in support of cultural tourism including: architectural designs and layouts that depict the surrounding culture; incorporation of local culture in branding and naming of facilities; inclusion of traditional tastes and choices in food; selection of staff uniform based on traditional designs and colours; emphasis on cultural uniqueness in overseas marketing campaigns; and formation of lobby groups seeking government support for cultural tourism The research concluded with a recommendation that it would be a great gain if hotels and the Kenya tourism fraternity could develop consistent frameworks for promoting culture as part of tourism consumption. This would then provide a unique strategic marketing formula for Kenya to have an edge over her competitors.
The roles of destination brands in influencing choices of wildlife-based tourists in Kenya.
(2013) Wadawi, Joe Kibuye; Ondigi, Alice N.; Maingi, S. W.
This paper is concerned with discerning the efficacy of park branding in influencing tourist choice behaviour and understanding behavioural differences of visitors as a basis for explaining their choice and behavioural intentions. Kenya’s Vision 2030 clearly emphasized that a yield-focused branding strategy in Kenyan premium parks, complemented by the expansion in underutlized parks would improve Tourism GDP from Kshs 8 bn in 2006 to Kshs 11 bn - accounting to over 56% of Tourism GDP (GoK 2008). Up to now, 18 parks and reserves have been branded in Kenya and expectations are that such market-based initiatives would improve the image of Kenyan parks. Current trends however indicate that underutilized branded parks such as Hells gate National Park have witnessed a 38.3% decline in visitation from 2005-2009 from 38,900 to 24,000 in 2005 visitors in 2009 (KWS 20084; Euromonitor International 2010). In contrast, premium parks such as the L. Nakuru National Park have witnessed impressive results since 2005, with an annual visitation growth rate of 12% from 2005-2009 (KWS 20 I0). Such contradictions in visitation patterns between branded premium parks and underutilized parks warranted this study in investigating choice behaviour of visitors to branded parks in Kenya. The World Bank report on tourism development in Kenya further raises ideal concerns over the uncompetitiveness of Kenya’s traditional tourism product offerings and the need to reposition the country’s market image as a premier safari destination (World Bank, 20] 0). The study reviews literature on the role of destination branding, both the idealism and realism views as well as the Essentialism vs. Naturalism views. It provides benchmarks studies globally as a means of assessing the efficacy of park branding globally. A detailed conceptual review of the role of place and destination brands is reviewed. The study was undertaken by way of a Survey of local and international travellers visiting a clustered sample of branded national parks in Kenya. Interviews were conducted to assess the roles of destination brands in influencing their choices.

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