A Survey Of Managers' Perception Of Critical Success Factors In Classifiedhotels In Nairobi

Abstract

This study explores critical success factors (CSFs) in hotels classified as 3-star and above in Nairobi through a questionnaire survey designed to ascertain Managers' perception of the critical success factors in those hotels. The survey covered 18 hotels out of which 14 responded, representing a response rate of 77.8%. The relevant information for this study came from open literature and the survey questionnaire which was administered to top members of the management in the hotels surveyed. The analysis of the survey data was done by use of frequency tables and relative percentages. The results from the study showed that managers perceived customer service as the most critical success factor in the hotels surveyed. The top five CSFs were identified in order of significance as Customer Service, Employees, Products, Hygiene and Quality and Consistency, respectively. However, some caution must be observed in this matter as the respondents to the questionnaire survey were all drawn from the supply side perspective. It is indeed possible that the managers' perception of the factors they regard as critical for success would accord with those of their customers but it is equally possible that they may not. Since the respondents to the questionnaire survey were all drawn from the supply side perspective, a further research to replicate this study from the customers' perspective would be an interesting extension on the grounds of both potential academic and practical value.