The Effect of service design approaches on operational performance of five star hotels in Nairobi County, Kenya

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dc.contributor.authorOuma, A. E.
dc.date.accessioned2024-07-19T08:57:41Z
dc.date.available2024-07-19T08:57:41Z
dc.date.issued2024
dc.descriptionFull - text thesis
dc.description.abstractService design is a key factor in increasing customer attraction and retention, which in turn increases the operational performance of an institution, including hotels. A major research gap that this study sought to fill is evident from insufficient empirical studies on the impact of service design approaches in the context of five-star hotels in Nairobi County, Kenya. While service design has been recognized as an important factor in customer acquisition and retention, there is limited research focusing specifically on the organization operational performance of five-star hotels in this region. This study therefore sought to evaluate the effect of service design approaches on the operational performance of five-star hotels in Nairobi city county Kenya. The specific objectives are: to establish a relationship between tangibility and operational performance of five-star hotels in Nairobi County Kenya; to determine the impact of responsiveness on the organization operational performance of five-star hotels in Nairobi City County Kenya; to establish the relationship between the service sequencing and the organization operational performance of five-star hotels in Nairobi County, Kenya; and to establish the relationship between service evidencing and the organization operational performance of five-star hotels in Nairobi County, Kenya. The study was based on Parasuraman’s Model and ,The Porters’ Theory and Resource based theory. The study adapted a correlational descriptive research design to establish the relationship between variables. Stratified random sampling was also used to select 105 respondents from a target population of 142 respondents that included Operations, Marketing Managers and F&B Departments drawn from the 8 five-star hotels located in Nairobi District. Data was collected through questionnaires. Both descriptive and inferential statistical analysis was used where descriptive statistical analysis included mean and standard deviation, while inferential statistics was performed using Pearson's correlation and multiple regression analysis at the 95% interval level. The results were presented in tables, graphs and narratives. The study recommended that service design approaches factors that include tangibility, responsiveness, service sequencing and service evidencing (P <.05) have a significant effect on organization operational performance of five-star hotels in Nairobi city county, Kenya. The study recommended that there is need for the application of effective strategies such as service design approaches in order to improve the operational performance of five-star hotels, the management of five-star and various department heads need to evaluate how the five-star hotels that include service design approaches factors that include tangibility, responsiveness, service sequencing and service evidencing can be employed in order to achieve operational performance and there is need for the Government to allocate enough budget to train the Ministry officers and other industry players on standardization of services in the hotel sector to ensure that the hotels ensure quality services.
dc.identifier.citationOuma, A. E. (2024). The Effect of service design approaches on operational performance of five star hotels in Nairobi County, Kenya [Strathmore University]. http://hdl.handle.net/11071/15485
dc.identifier.urihttp://hdl.handle.net/11071/15485
dc.language.isoen
dc.publisherStrathmore University
dc.titleThe Effect of service design approaches on operational performance of five star hotels in Nairobi County, Kenya
dc.typeThesis
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