School of Hospitality & Tourism Management

Examining the Influence of Push and Pull Travel Motivation Factors on Domestic Tourism Performance. A Case of Mombasa County, Kenya

2025-07-09T07:23:23Z

Examining the Influence of Push and Pull Travel Motivation Factors on Domestic Tourism Performance. A Case of Mombasa County, Kenya Mshai, Mwawaza Stella; Kariuki, Albert C; Ndubi, Edgar O Understanding tourist’s motivations to visit destinations is important as it helps in segmenting the markets thereby allowing tourism stakeholders to correctly target them. This study aimed at establishing the influence of push and pull travel motivation factors on domestic tourism performance in Mombasa County, Kenya. The study used cross-sectional descriptive research to collect data from a sample of 400 domestic tourists. The data was gathered through a well-structured questionnaire administered randomly. The data was analysed using descriptive and inferential statistics. The findings indicated a significant influence of pull factors (p=0.000≤0.05) and push factors (p=0.000≤0.05) on domestic tourism performance. The pull factors identified include beautiful natural attractions, other diverse attractions, culture of the area, image, ease of access, events taking place, affordability, safety and security and recommendations by others while the important push factors included prestige, knowledge, adventure and novelty, and relaxation and health. The results further revealed that the pull factors had more influence on domestic tourism performance than the push factors. These findings could benefit the stakeholders in identifying the internal motives of their potential clients, which could help match the clients’ desires with what the destination has to offer. The study recommended that stakeholders are required to package tourism products in line with tourists’ motivation failure to which the product may not be purchased. Therefore, there is need to ensure that the destination has diverse beautiful and cultural attractions, diverse events and activities, is affordable, safe, easily accessible, and has a positive image necessary to attract domestic tourists.

Competence Cognition and Its Influence on Supervisors’ Job Satisfaction: A Perspective of Guest Houses in Mombasa County, Kenya

2021-07-08T09:56:18Z

Competence Cognition and Its Influence on Supervisors’ Job Satisfaction: A Perspective of Guest Houses in Mombasa County, Kenya Kivuva, Alex Kyalo; Nzioka, Alice Mueni; Pepela, Anthony Wekesa Competence is the extent to which an employee can perform work activities skillfully and with the required knowledge.Competence is critical for guest house supervisors. This is because, compared to classified hotels, guest houses, which command a greater patronage,have a larger percentage of untrained personnel. For staff with hospitality training, they at best, serve as supervisors. This study sought to determine the influence of competence, a dimension of psychological empowerment, on job satisfaction of guest house supervisors. A descriptive survey study design, focusing on the seventy-six registered guest houses in Mombasa County was utilized. The study adopted census, where all the supervisors in all the registered guest houses in Mombasa County were included in the research. Primary data was collected through a semi-structured questionnaire.Pearson correlation coefficient and linear regression were used to establish the relationship between the study variables. Findings revealed that there existed a positive and significant influence (p< 0.05) of competence on job satisfaction (r= 0.554). Other than guest house owners and managers, this study will be helpful to organizations under the Ministry of Tourism in sensitizing their members on the importance of the supervisors’ competence tenet of psychological empowerment in discharging their work roles

Influence of Customer Service on the Performanceof Hospitality Enterprises: Lessons from Sunbird Tourism Limited in Malawi

2021-07-08T09:58:07Z

Influence of Customer Service on the Performanceof Hospitality Enterprises: Lessons from Sunbird Tourism Limited in Malawi Sepulaand, Michael Bennett; Shirandula, Duncan This paper examines the influence of customer service on the success of hospitality enterprises. The paper argues that in order to deliver excellent services that will result into profitable hospitality business, there is need to bring into close alignmentthe understanding of customer service and its relationship to service customer relationship management (CRM), service quality and internal relationship marketing. If these aspects are carefully harnessed, they will result into a more delighted and satisfied customer, who will later become loyal to the hospitality business in the long run. If the service is consistently delivered to customer satisfaction, then this will eventually lead to increased and successful business performance. Aproposed conceptual framework showing the relationship among these elements has been provide. This paper is based on a document analysis of a 2015 annual reportof Sunbird Tourism Limited(STL),the largest and leading operator in the hospitality industry in Malawi. A review of relevant and related literature on customer service and the related elementshas been undertaken. The study has utilized secondary data for it was easy to link it to theory about the concepts. The findings of this study can therefore help hospitality operatorsin Malawi to appreciate the importance of embracing strategies that can inform the customer service and its influence onbusiness performance.The paper, however, recommends a thorough investigation of the validity of proposed conceptual frameworkin the country in order to gain insights into how customer service can truly influence the performance of a hospitality enterprise

Effect of Involvement Culture on Performance of Selected 5-Star Chain Affiliated-Hotels in Kenya

2021-07-08T09:59:59Z

Effect of Involvement Culture on Performance of Selected 5-Star Chain Affiliated-Hotels in Kenya Rotich, Lucy; Kiprop, Caroline The paper sought to establish the effect of involvement culture on performance of selected 5-star Chain affiliated hotels in Kenya. The study employed descriptive research design. The study was undertaken in Nairobi Central Business District (CBD). The target population of this study comprised of employees and managers of four 5-star chain hotels. The researcher employed purposive sampling, stratified sampling and simple random sampling techniques. Questionnaires and interview schedule was used in data collection. Data was analyzed using descriptive statistics; frequencies and percentages while correlation analysis was used to assess the effect of involvement culture on performance. Involvement culture was found to have a positive but weak relationship with performance. The study indicated that, the organization should ensure that the employees have shared belief, values and expectation to ensure realization of performance. The researcher therefore recommends that, for organizations to achieve the desired performance all the employees in the organization should be involved to drive the performance agenda.