Relationship between work analysis and design and service quality: the case of hotels in Kenya

Abstract

The purpose of the study was to establish the impact Work analysis & Design has on Service Quality in hotels by examining the relationship between Work Analysis & Design through specific objectives. The objectives of the study were determine the roles of physical facilities, professional Judgment and behavioural aspects in operation activities that influence excellent productivity while including variable such as ergonomics and training. The study utilized descriptive research design to quantify the primary data where structures questionnaires where used to collect data from participants in hotels. As a result this study revealed that the hotel’s operating activities heavy relies on physical facilities, professional judgment, behavioural aspects, ergonomic and training to influence quality service. The operating activities in the hotels should be structured to meet expectation as customers and employees changes over time to allow them to remain competitive in the industry. The management should consider involving the other staff in the drafting of the strategies and design acceptable work procedures for effective and efficient quality service. This ensures that all the staff are involved in ensuring that better performance results are achieved.