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Scholastica MAKAU, Charles LAGAT and Ronald BONUKE

Author: 
Scholastica MAKAU, Charles LAGAT and Ronald BONUKE
Subject Area: 
Physical Sciences and Engineering
Abstract: 

There have been have been various studies investigating factors that influence hotel performance in Kenya mostly in coastal region in the recent past. These studies have analyzed the strategies, drivers and factors influencing performance focusing at reasons why some hotels perform outstandingly while other do not. This study focused on how information quality affects 3 to 5 star rated hotels performance in Nairobi, Kenya. The study adopted a survey design which allowed easy sampling and analysis of data. The Target population were employees of 3 to 5 star rated hotels with a sample of 384 from a population of 9,208 employees. A methodology for information quality assessment was used in formulating the study framework. The sampling technique used was stratified random sampling. Primary data was collected by use of questionnaire instrument and a pilot study was conducted to check for the reliability and validity of the research instruments which were administered through drop and pick method. The pilot study picked 2 hotels not in the main study. Statistical Package for Social Sciences (SPSS) software was used to analyze and interpret data. The sampling technique used was stratified random sampling. Primary data was collected by use of questionnaires which were administered through drop and pick method. Data screening was done to identify any missing data and it was further tested for reliability and normality. Reliability was tested using Cronbach’s Alpha. The results showed that firms need to align their services delivery practices with the level of their information quality in order to achieve enhanced overall business performance. Based on these study findings the researcher concluded that Information Quality has a significant influenced on 3 to 5 star hotels performance to very a great extent. In order for hotel managers to sustain their customer and retain the customer base, there is need to take into consideration on the quality of information they avail to their customers in order to make right decision e.g. pricing, price, reservations and accommodations. The study recommended that for 3 to 5 star rated hotels to realize the dreams and vision of their customers in delivering quality service to their customers, they should proactively adopt information quality their operations in order to improve their performances.

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