• Login
    View Item 
    •   KABU Repository Home
    • Journal Articles and research Publications
    • School of Business and Economics
    • Business Administration
    • View Item
    •   KABU Repository Home
    • Journal Articles and research Publications
    • School of Business and Economics
    • Business Administration
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    The Effect of Hotel Star Rating on Service Tipping Strategy and Performance of Hotels in Kenya.

    Thumbnail
    View/Open
    Full text download (680.0Kb)
    Date
    2021
    Author
    Mugambi, Mwamba Nathan
    Muhanji, Stella
    Kipchumba, Simon
    Metadata
    Show full item record
    Abstract
    The main purpose of this study was to investigate the moderating effect of star rating on the relationship between service tipping and the performance of hotels in Kenya based on a Balanced Score Card Perspective. The study was based on the following theories; Resource-Based Theory and Balanced Scorecard Framework. First, the study adopted a descriptive quantitative survey design. The study, therefore, targeted the 183 starrated hotels in the four circuits. Second, the study's unit of analysis included the hotel managers (general managers, supervisors and head of departments) and service staff. Third, the researcher adopted Yamane (1967) formula that can be used to calculate a suitable sample size of 117 hotel managers of the Star Rated Hotels operating in Kenya. Fourth, the study used a structured questionnaire to collect the required data from the respondents. The study established that when star rating was introduced as a moderating variable, the relationship between service tipping and hotels performance remained statistically significant, although the value of the regression coefficient reduced slightly (r=1.089-1.088 = 0.001). This slight change in the coefficient is the statistical proof that when star rating was introduced, it slightly reduced the regression coefficient, although the relationship between service tipping and hotels performance remained statistically significant. Finally, the study recommended that the Tourism Regulatory Authority, the policy body of Hotels in Kenya, develop a Service Tipping Policy to guide service operations in the star-rated hotels in Kenya. It also recommends that the department of Kenya Tourism regulatory (TRA) should promote service tipping among the star-rated hotels in Kenya.
    URI
    http://ir.kabarak.ac.ke/handle/123456789/942
    Collections
    • Business Administration [64]

    Copyright © 2025 
    Kabarak University Libraries
    | Repository Policy | Send Feedback
     

    Browse

    All of KABU RepositoryCommunities & CollectionsBy Issue DateAuthorsTitlesSubjectsThis CollectionBy Issue DateAuthorsTitlesSubjects

    My Account

    LoginRegister

    Copyright © 2025 
    Kabarak University Libraries
    | Repository Policy | Send Feedback