School of Hospitality and Leisure Studies
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Item INFLUENCE OF SERVICESCAPE ON CUSTOMER SATISFACTION IN RESTAURANTS IN THIKA SUB COUNTY, KIAMBU COUNTY, KENYA(Gretsa University, 2025-10) MATENDECHERE, CAXTONThe term “servicescape” means the physical environment that constitutes a combination of dimensions like ambient conditions, social factors, cleanliness and restaurant layout that alter customer satisfaction and perceptions in dining areas. It combines elements like ambient conditions (lighting, scent, temperature, noise level and music), restaurant layout, social factors and cleanliness of an establishment. A lot of customers from the hospitality industry expect an environment that will boost their satisfaction thus the need of restaurateurs to make effort on improving this aspect. Majority of studies are only focusing on single elements of servicescape thus the need to do a study combining all the servicescape elements on how they affect customer satisfaction. Similarly a lot of studies have only been carried out in Europe and Northern America thus the gap to conduct more studies locally. Those few done in Kenya have failed to fully focus on this aspect of servicescape effects on customer satisfaction. This study aimed to investigate the influence of servicescape on customer satisfaction in restaurants in Thika sub-county, Kenya. This study applied a cross-sectional survey design. The target population was 298 registered restaurants in Thika sub-county where the sample size will be three restaurants without total of 90 customers in the sample frame. Data collection method was by use of questionnaires for customers. The collected data was analyzed by use of both descriptive and inferential analysis techniques. Descriptive analysis involved use of percentages to represent and analysis inferential analysis was by use of the Peterson correlation test presentation methods. From the data collected it was noticed that majority of the respondents were men, most of them 19 to 36 years and frequency of restaurant visit most one to three times in a month. From the inferential analysis it was noticed that servicescape factors had a weak but positive relationship with customer satisfaction since the p level was greater than the threshold value of 0.05. This meant that a change in servicescape lead to a very slight change in customer satisfaction. The study concluded that ambience conditions, social factors, restaurants arrangement and cleanliness had a weak positive but statistically insignificant relationship with customer satisfaction thus accepting the null hypothesis and concluding that servicescape has no impacts on customer satisfaction in restaurants in Thika sub-county. Restaurant owners should focus on other factors like service quality and food quality so as to increase the level of customer satisfaction instead of focusing on servicescape elements and also train staff on quality service delivery. Further research have to be carried out focusing on other factors like food quality and service quality and also be more specific to restaurants settings researched on.Item EFFECT OF CUSTOMER SERVICE PERFORMANCE ON GUEST LOYALTY: A CASE OF CASCADE HOTEL, THIKA TOWN.(Gretsa University, 2025-10) CHEPCHUMBA, EDNACustomer service performance is a fundamental driver of guest loyalty in the hospitality industry, influencing guest satisfaction, repeat patronage, and word-of-mouth recommendations. Using the SERVPERF model, which assesses service quality along five major dimensions—tangibles, reliability, responsiveness, assurance, and empathy—this study looks at how customer service performance affects client loyalty at the Cascade Hotel in Thika Town, Kenya. The purpose of the study was to ascertain how these aspects of service quality affect patron loyalty, as indicated by recommendations, return business, and emotional ties to the hotel. Data from 170 hotel guests was gathered using structured questionnaires as part of a quantitative study strategy. To determine the association between service quality aspects and guest loyalty, the data was examined using cross-tabulation techniques, frequency distribution, and descriptive statistics. The findings revealed that responsiveness and tangibles had the most significant influence on guest loyalty, with 76.5% of guests rating responsiveness positively and 67.7% expressing satisfaction with the hotel’s physical aspects. Additionally, it was discovered that assurance and dependability played a major role in fostering guest loyalty by guaranteeing that services were provided consistently and that employees instilled confidence in visitors. Although empathy, which entails individualized care and attention, was important, its influence was not as great as that of other factors. The study concludes that maintaining high service quality standards across all SERVPERF dimensions is essential for fostering guest loyalty. Key recommendations for Cascade Hotel’s management include enhancing physical facilities, improving service reliability, and ensuring staff responsiveness to guest needs. Additionally, investing in staff training programs to improve professionalism, customer engagement, and problem resolution is crucial. The study also suggests leveraging technology, such as digital feedback systems and personalized customer engagement strategies, to improve service delivery. For hospitality managers, this study offers insightful information that highlights the need of reliable, superior service as a tactic for retaining customers and gaining a competitive edge. Additionally, it adds to the larger body of scholarly research on customer service effectiveness and loyalty in the hospitality sector. especially in the setting of Kenya. In order to better understand visitor experiences and expectations, future study could examine comparable studies conducted in other hotels or geographical areas using qualitative approachesItem CULTURAL INFLUENCE ON GUEST FOOD CHOICES IN HOTELS IN NAIVASHA SUB-COUNTY, NAKURU COUNTY, KENYA(Gretsa University, 2025-10) NYOKABI, MARY NDIRANGUThis study examined the cultural factors involved that influence the preferred cuisine of tourists at hotels within Naivasha, Kenya. The main objective was to evaluate the effect of cultural background, dietary restrictions, culinary restrictions, and religious restrictions on guest food choice. A descriptive study design was used, and the population of interest was 200 visitors from selected hotels in Naivasha. The sample size of the respondents was determined through Yamane's formula as 133 respondents. Purposive selection was used in choosing the hotels and the corresponding respondents, and simple random selection were used for variety along the age, gender, and nationality variables. Structured questionnaires were utilized for purposes of data collection and were statistically analyzed through descriptive statistics and correlation analysis. The results indicated that culture, special dietary requirements, culinary considerations, and religious affiliation were very significant factors affecting the guests' choice of food. Correlation analysis indicated significant positive correlations between the independent variables and the guest food selection (R-values were between 0.818 and 0.867, p < 0.001). Cultural, health, mode of preparation, and religious dietary considerations all determined the guest choices when eating within Naivasha hotels. The research concludes that guest menu selections are principally influenced by culture and individuality, and hotels need to positively align their menu selections with the varied requirements. It suggests that Naivasha hotels diversify their menu selections by adding locality, global dishes, health, and religious-compliant dishes. Besides, staff education and guest feedback systems ought to be improved upon for elevated quality of service and inclusivity.Item INVESTIGATING THE EFFECT OF MANAGEMENT STYLES ON EMPLOYEE COMMITMENT LEVELS IN THE WORKPLACE: A CASE OF SAGRET AND HERON HOTELS, NAIROBI COUNTY, KENYA(Gretsa University, 2025-08) MUTHOKI, STEPHANIE MUTUAEmployee commitment plays a crucial role in ensuring the long-term sustainability and success of hospitality organizations. This research investigated the effect of various management styles transformational, transactional, and democratic on employee commitment at Sagret Hotel and Heron Hotels in Nairobi, Kenya. The study was anchored on Transformational Leadership Theory and Herzberg’s Two-Factor Theory, which highlight the link between leadership behaviors and motivation. A descriptive research design was adopted, and a sample size of 108 employees was selected through stratified random sampling across management, supervisory, and operational levels. Structured questionnaires were used for primary data collection, while secondary data came from literature reviews. Data were analyzed using SPSS software through descriptive statistics, correlation, and regression analysis. The findings revealed a strong and positive correlation between transformational leadership and employee commitment, especially in enhancing emotional attachment and motivation. Democratic leadership also showed a positive influence by fostering a sense of participation and shared responsibility among staff. On the other hand, transactional leadership, while useful for maintaining order and rewarding performance, was linked more to short-term compliance than genuine commitment. The results confirmed that 62.9% of the variance in employee commitment could be explained by the three management styles. Transformational leadership had the highest impact (β = 0.458), followed by transactional (β = 0.305) and democratic leadership (β = 0.191). These findings emphasize that leadership style significantly shapes employee motivation, job satisfaction, and retention. The study concluded that hotel managers should adopt more inclusive and empowering leadership approaches. It recommends leadership development programs and a positive work environment that nurtures loyalty. Further research is advised on the long-term effects of hybrid management styles within the hospitality industry.Item EFFECTS OF TECHNOLOGY ADOPTION ON EMPLOYEE JOB SECURITY IN RADISSON BLU HOTEL, NAIROBI COUNTY, KENYA(Gretsa University, 2025-09) MUCINA, MARGRET NYAMBURAThe hospitality industry has increasingly embraced technological innovations to improve efficiency, reduce operational costs, and enhance customer experience. However, this adoption also raises concerns regarding its impact on employee job security. This study investigated the effects of technology adoption on employee job security at Radisson Blu Hotel, Nairobi County, Kenya. The research focused on four key technologies: online booking systems, mobile applications, property management systems (PMS), and chatbots/virtual assistants. A quantitative descriptive survey design was employed, targeting a population of 400 employees, with a stratified random sample ensuring departmental representation. Data was collected through structured questionnaires and analyzed using both descriptive statistics and inferential techniques, including Pearson’s correlation. Findings revealed a nuanced relationship between technology adoption and job security. Online booking systems showed a weak but significant positive correlation with job security, indicating that employees who viewed them as efficient felt more secure. Mobile applications and contactless services demonstrated a weak negative correlation, highlighting concerns among frontline staff whose tasks are increasingly automated. PMS adoption, despite descriptive concerns about redundancy, had no statistically significant effect, suggesting that organizational strategies and training may mitigate perceived threats. Chatbots and virtual assistants revealed the strongest and most significant negative correlation, as they directly substitute human roles in communication and problem-solving. The study concludes that while technology adoption poses risks of job displacement, its ultimate impact is largely determined by organizational responses, including employee training, role redesign, and communication strategies. Recommendations include the implementation of continuous upskilling programs, inclusive change management, and policy frameworks that balance efficiency with employee welfare. The research contributes to the broader discourse on the future of work in the hospitality sector, particularly in developing economies like Kenya, where technological advancements coexist with high unemployment ratesItem INFLUENCE OF SUSTAINABLE TOURISM PRACTICES ON CUSTOMER EXPERIENCE AT RADISSON BLU HOTEL, NAIROBI COUNTY, KENYA(Gretsa University, 2025-10) ACHIENG’, EMMAThe objective of this study was to examine the influence of sustainable tourism practices on customer experience at the Radisson Blu Hotel, Nairobi. A descriptive research design was adopted, and data was collected using structured, closed-ended questionnaires distributed to 92 hotel guests. Out of these, 70 completed questionnaires were returned, yielding a 76% response rate. Data was analyzed using descriptive and inferential statistical methods, including Pearson correlation analysis. To assess how sustainable practices influenced customer experience, the study focused on four core areas: guest education and engagement, waste management, water conservation, and energy conservation. The findings revealed that 85% of guests had a positive experience linked to guest education and engagement programs, while 75% were satisfied with waste management initiatives. Similarly, 80% of respondents appreciated the hotel’s efforts in both water and energy conservation. Inferential analysis indicated that all four sustainable tourism practices had statistically significant and positive correlations with customer experience (guest education and engagement: r = .644, p < .001; waste management: r = .383, p = .001; water conservation: r = .462, p < .001; energy conservation: r = .521, p < .001). The results demonstrated that sustainable tourism practices significantly enhance customer experience and satisfaction. The study contributes to academic literature by confirming the positive role of sustainability in hospitality and provides practical recommendations for hotel managers to invest in guest-centric sustainability programs. These insights are particularly relevant for hotels seeking to enhance customer loyalty, promote environmental responsibility, and maintain a competitive edge in the tourism industry.