Key Success Factors and Competitive Strategies by Four and Five Star Rated Hotels in Nairobi
Abstract
The objective of this study was to establish the key success factors and competitive
strategy used by the five and four star hotels in Nairobi enabling the hotels to stay
afloat in light of competition experienced in the market. The study targeted 22 five
and four star rated hotels which have been registered and licensed to operate in
Nairobi. The study used a census because of the relatively low population size of the
five and four star rated hotels. Out of the 22 respondents, 15respondents completed
and returned the questionnaires, translating to 68.18% response rate. A semistructured
questionnaire was used as an instrument for data collection. Descriptive
statistics including frequencies, means, percentages and standard deviations were used
to analyse the data. The analysed data was then presented in form of frequency tables.
The study found that use of modern technology; uncompromised service quality,
astute marketing strategies, carefully selected and trained human resource and relative
use of strategic alliances were the key success factor in the five and four star rated
hotels. The findings also showed that the competitive strategies have been related to
the key success factors on a large extent, that the marketing techniques is the major
factor enhancing the competitive strategies fostered by technology, service quality,
human resource and finally strategic alliance respectively. The study further found out
that through the key success factor the hotels have been able to attain sustainability in
the competitive industry and increase in customer satisfaction levels. The study
recommends that the five and four star rated hotels should regularly evaluate their
performance in order to determine the impacts of the key success factors in the
competitive industry. It was finally recommended that another study to be done on the
related study should incorporate other variables and separate the large organization
from the small organization in order to determine how these firms respond separately
on the environmental factors.
Publisher
University of Nairobi
Rights
Attribution-NonCommercial-NoDerivs 3.0 United StatesUsage Rights
http://creativecommons.org/licenses/by-nc-nd/3.0/us/Collections
The following license files are associated with this item: