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    An Assessment of the Relationship Between the Price Tariffs of a Christian-Affiliated Guesthouse and Customer Choice Behavior in Nairobi County
    (Journal of Hospitality and Tourism Management,, 2024-09) Nyaga, Dorothy K.; Muchai, Peter; Laimaru, Susan
    Purpose: To assess the relationship between the price tariffs of a Christian-affiliated guesthouse and customer choice behavior in Nairobi County. Methodology: Descriptive survey research design was used on a target population of the study comprising 13 Christian Affiliated Guest houses registered with the Christian Guest Houses Association of Kenya (CGHAK) in Nairobi County. The total number of respondents was 723, including all guesthouse general managers (13), two supervisors (Front Office and Food and Beverage Supervisors) from each guesthouse (26), and all customers based on the average occupancy (684). A census sampling method was used to select guesthouse managers (13) and supervisors (26). Further, the random sampling method was used to obtain the 252 customer respondents. Closed and open-ended questionnaires were used to obtain data from 252 CAG guests while an interview schedule was used to obtain data from 26 CAG supervisors and 13 CAG general managers. For piloting, this study used one randomly selected CAG (10%) in Kiambu and obtained 1 manager, 2 supervisors, and 25 guests (10%) as respondents. Cronbach alpha was used to measure reliability. For validity, the instrument was piloted before the actual data collection process. Quantitative data such as mean and standard deviation was analyzed using SPSS whereas thematic method was used to analyze qualitative data. Data was presented using tables and figures. Results: The highest mean score was observed on the dimension of mode of payment which had an average score of 4.22. This observation implied that one of the reasons that could be attracting guests to remain loyal to a particular guesthouse is a mode of payment of bills the guesthouse has adopted. The least mean rating was observed on fair price tariffs, with an average score of 4.22. This is an indication that fairness in the price tariffs, as a dimension of Price Tariff, is not such an important factor when it comes to choosing a guesthouse. Again, this rolls back to service provisions. That is, an individual would be more willing to pay more as long as the service will meet his/her expectations. Nonetheless, the fact that the fairness of price tariffs was not such an important factor, the overall mean response of 3.9. Conclusions and Recommendations: The study concluded that price tariffs had a positive influence on customer choice behavior. This was based on the fact that versatility of modes paying bills ensured that there was efficiency and convenience in payments. The study recommends that more attention should be paid by the management to payment modes such as mobile money since it promotes security and convenience to the guests.
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    Effect of Employees’ Training Content Relevance on Service Quality in Public Catering Institutions in Nairobi County
    (The Strategic Journal of Business & Change Management,, 2025-08) Yegon, Erustus Kibet; Muchai, Peter; Cherono, Vivian
    This study sought to assess the effect of employees’ training content relevance on service quality in Public Catering Institutions in Nairobi County. Grounded in Kolb’s Experiential Learning Theory, the study employed a descriptive research design. A stratified random sampling technique was used to select 327 respondents from a target population of 2,211 staff members, including Heads of Catering Units, catering managers, and operational staff. Data were collected through semi-structured questionnaires and interviews. Quantitative data were analyzed using descriptive statistics and inferential methods such as correlation and regression analysis, while qualitative data were evaluated thematically. The findings revealed that training content relevance had a statistically significant positive impact on service quality. The study concluded that effective and strategically designed employee training is a key lever for improving service quality in public catering institutions. Merely conducting training is not sufficient; the training must be responsive to job realities, tailored to institutional goals, and structured to ensure practical application and skill adaptability. These insights affirm that service excellence in the public sector depends not just on resource allocation, but on the relevance and execution of employee development initiatives. Going forward, institutions must integrate modern training techniques such as blended and experiential learning, and foster a culture of ongoing skills enhancement. These measures will not only elevate service standards but also strengthen public confidence in government-run food service programs.
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    An Assessment of the Relationship Between the Price Tariffs of a Christian-Affiliated Guesthouse and Customer Choice Behavior in Nairobi County
    (Journal of Hospitality and Tourism Management, 2024-09) Nyaga, Dorothy Kathambi; Muchai, Peter; Laimaru, Susan
    Purpose: To assess the relationship between the price tariffs of a Christian-affiliated guesthouse and customer choice behavior in Nairobi County. Methodology: Descriptive survey research design was used on a target population of the study comprising 13 Christian Affiliated Guest houses registered with the Christian Guest Houses Association of Kenya (CGHAK) in Nairobi County. The total number of respondents was 723, including all guesthouse general managers (13), two supervisors (Front Office and Food and Beverage Supervisors) from each guesthouse (26), and all customers based on the average occupancy (684). A census sampling method was used to select guesthouse managers (13) and supervisors (26). Further, the random sampling method was used to obtain the 252 customer respondents. Closed and open-ended questionnaires were used to obtain data from 252 CAG guests while an interview schedule was used to obtain data from 26 CAG supervisors and 13 CAG general managers. For piloting, this study used one randomly selected CAG (10%) in Kiambu and obtained 1 manager, 2 supervisors, and 25 guests (10%) as respondents. Cronbach alpha was used to measure reliability. For validity, the instrument was piloted before the actual data collection process. Quantitative data such as mean and standard deviation was analyzed using SPSS whereas thematic method was used to analyze qualitative data. Data was presented using tables and figures. Results: The highest mean score was observed on the dimension of mode of payment which had an average score of 4.22. This observation implied that one of the reasons that could be attracting guests to remain loyal to a particular guesthouse is a mode of payment of bills the guesthouse has adopted. The least mean rating was observed on fair price tariffs, with an average score of 4.22. This is an indication that fairness in the price tariffs, as a dimension of Price Tariff, is not such an important factor when it comes to choosing a guesthouse. Again, this rolls back to service provisions. That is, an individual would be more willing to pay more as long as the service will meet his/her expectations. Nonetheless, the fact that the fairness of price tariffs was not such an important factor, the overall mean response of 3.9 Conclusions and Recommendations: The study concluded that price tariffs had a positive influence on customer choice behavior. This was based on the fact that versatility of modes of paying bills ensured that there was efficiency and convenience in payments. The study recommends that more attention should be paid by the management to payment modes such as mobile money since it promotes security and convenience to the guests.
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    Influence of Knowledge Acquisition on Customer Satisfaction in Four and Five Star Hotels in Nairobi County, Kenya
    (International Journal of Research and Scientific Innovation, 2022-10) Wekesa, Emmah Namwenya; Moguche, Abel; Muchai, Peter
    The study investigated the influence of knowledge acquisition on customer satisfaction in four and five star hotels in Nairobi. In conducting the study the researcher was guided by the knowledge based view of the firm. The theory was greatly favored by the research because it considers firms as sources, assimilators, developers and exploiters of different types of knowledge. The study adopted a descriptive research design. Stratified random sampling was used to arrive at the sample size. The target population comprised of 28 four and five star hotels in Nairobi County. A sample size of three hundred and twenty four employees (324) and four hundred and fifteen boarding customers (415) was selected. The study employed a descriptive research design that examined how knowledge acquisition influences customer satisfaction in four and five-star hotel establishments in Nairobi County, Kenya. The findings indicated that there was a positive correlation (R=0.688, p-value of 0.000) between knowledge acquisition and customer satisfaction. The findings further indicated that knowledge acquisition had significant influence on customer satisfaction. The study recommended that hotels should come up with measures to identify and adopt knowledge acquisition practices in order to enhance customer satisfaction.