PROBLEM FACING WORKERS IN HOTEL INDUSTRY IN KITALE

TOWN

NAME: ESTHER ACHUKULE

INDEX NUMBER: 5031110674

COURSE CODE:1802

INSTITUTION: THE KITALE NATIONAL POLYTECHNIC

CENTER CODE: 503111

DEPARTMENT: HOSPITALITY

COURSE: CERTIFICATE IN FOOD AND BEVERAGE

SUBMITTED TO: TO KENYA NATIONAL EXAMINATIONAL

COUNCIL IN PARTIAL AND FULFILMENT FOR THE AWARD OF
CERTIFICATE IN FOOD AND BEVERAGE

SUPERVISOR: MADAM NELLY

EXAM SERIES: JUNE - JULY SERIES 2023

DECLARATION

This project report is my original work and has not been presented for a degree in any other
University

Signature…………………………………. Date………………………………………

This project report has been submitted for examination with my approval as University

Supervisor

ii
DEDICATION

I dedicate this research to my family, specifically awesome gratitude go to my parents for their
spiritual advice, morale and financial assistance.
May almighty God bless you
abundantly.

ii
ACKNOWLEDGEMENT

I thank the almighty God for the gift of good health and direction that has facilitated me to the
success of this project. I am indebted to my research supervisor for his positive criticism and
dedicating his time and attention to enable me come up with this splendid piece of work.
Special thanks go to the Hotel industries in kitale for allowing me to undertake research in
their organizations.

iii
ABSTRACT

Out of all the resources that an organization has, the human resource is the most important to

ensure effective operation of all the other resources within the organization. Therefore, the

more satisfied the human resource is, the more productive the resource. This research therefore

sought to examine the factors that affect Kenya hotel sector employees’ job satisfaction, with

focus on industry hotel in kitale. The independent variables under study are: working

conditions, remuneration, employees’ relationship with supervisors, and co-worker relations,

while the dependent variable is employees’ job satisfaction. For purposes of conducting

the study, a descriptive research design was used. The research population was the low cadre

staff of Industry hotel, whose number stood at 214 as at March 31st 2017. Primary data was

collected from sampled staff of Industry hotel located in Kitale , using semi-structured

questionnaires that were self-administered in the employees’ place of work. Analysis of

primary data was undertaken using inferential and descriptive statistics. The summarized data

is presented using percentages and presented using tables and pie charts. Research ethics were

observed before, during and after carrying out the research. Study results indicate that all the 4

factors namely, working conditions, remuneration, and relationship with supervisor, and co-

worker relations were validated as key in influencing problem faced by workers in Industry hotel.

The findings also indicate that factors attributed to working conditions (p=0.027) and

remuneration (p=0.008) were the most statistically significant. The research recommendations

are: the management ought to focus on the following factors, in order of priority: remuneration,

working conditions, relationship with supervisor, and co -worker relations. The study should

be replicated by undertaking similar studies in other hotels and locations, as this research

only covered only Industry hotel in Kitale, Kenya. An investigation of other factors
iv
influencing problem faced by workers could also be undertaken and whereas the focus for the

current study was the hotel management, in future researchers should target the hotel

customers, so as to get their side of the story.

v
Contents
DECLARATION...................................................................................................................................................i

DEDICATION....................................................................................................................................................ii

ACKNOWLEDGEMENT.....................................................................................................................................3

ABSTRACT........................................................................................................................................................4

ACRONYMS AND ABBREVIATIONS...................................................................................................................9

CHAPTER ONE INTRODUCTION.......................................................................................................................1

1.1 Background of the Study.....................................................................................................................1

1.2 Statement of the Problem...................................................................................................................2

1.3 Objectives of the Study........................................................................................................................2

1.3.1 Specific Objectives...............................................................................................................................3

Research Questions.........................................................................................................................................3

1.5 Significance of the Study......................................................................................................................3

1.5.1 Management of the Kenyan hotel sector............................................................................................3

1.5.2 The policy makers and regulators of the hotel industry.....................................................................4

1.5.3 Other Researchers...............................................................................................................................4

1.6 Limitation of the Study.........................................................................................................................4

1.7.DEFINITION OF KEY TERMS.......................................................................................................................5

CHAPTER TWO.................................................................................................................................................7

LITERATURE REVIEW.......................................................................................................................................7

2.0 Introduction.........................................................................................................................................7

2.1 Theoretical Literature Review.............................................................................................................7

2.1.1 Herzberg’s Motivation-Hygiene Theory..............................................................................................7

2.1.2 Expectancy Theory..............................................................................................................................8

2.2 Summary and Research Gaps..............................................................................................................9

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CHAPTER THREE............................................................................................................................................11

RESEARCH DESIGN AND METHODOLOGY.....................................................................................................11

3.0 Introduction.......................................................................................................................................11

3.1 Research Design.................................................................................................................................11

3.2 Target Population..............................................................................................................................11

3.3 Sample and Sampling Technique.......................................................................................................12

3.4 Data Collection Instruments..............................................................................................................14

3.5 Pilot Study..........................................................................................................................................14

3.5.1 Validity...............................................................................................................................................14

3.5.2 Reliability Test...................................................................................................................................15

3.6 Data Collection Procedure.................................................................................................................15

3.7 Data Analysis and Presentation.........................................................................................................16

CHAPTER FOUR..............................................................................................................................................17

RESEARCH FINDINGS AND DISCUSSION........................................................................................................17

4.0 Introduction.......................................................................................................................................17

4.1 Presentation of Research Findings.....................................................................................................17

4.1.1 Response Rate...................................................................................................................................17

4.1.2 Background Information...................................................................................................................18

4.2 Limitations of the Study.....................................................................................................................21

4.3 Chapter Summary..............................................................................................................................21

CHAPTER FIVE................................................................................................................................................23

SUMMARY, CONCLUSIONS AND RECOMMENDATIONS................................................................................23

4.4. Introduction......................................................................................................................................23

4.5 Summary of Findings.........................................................................................................................23

4.6. Conclusion.........................................................................................................................................25

4.7 Recommendations.............................................................................................................................26
vii
REFERENCES..................................................................................................................................................28

vii
i
ACRONYMS AND ABBREVIATIONS

EIB Emotional Intelligence Behavior

IT Information Technology
KRCS Kenya Red Cross Society
NACOSTI National Commission for Science, Technology and Innovation
SEM Structured Equation Modeling
SPSS Statistical Packages for Social Sciences
USA United Sates of America

9
CHAPTER ONE INTRODUCTION
In this chapter, the introduction to the research is presented. The chapter covers the

study background, problem statement, objectives, research questions, significance and research

scope. The detailed description to the introductory chapter is presented in the sections below.

1.1 Background of the Study

Newstrom and Keith (2011) defines employees’ problem faced by workers as “a set of

unfavorable and favorable emotions and feelings which employees view with their work”.

According to Parvin and Kabir (2011), “in the competitive environment of today, work is a key

aspect in the lives of people, and since most of the time is spent in the work place, their

satisfaction with the jobs they undertake is of essence”. Some of the related studies undertaken

are briefly discussed below.

A study undertaken by Rast and Tourani (2012) analyzed the role played by gender differences

and employees’ problem faced by workers in three selected airlines in Iran, focusing on

opportunities for promotion, nature of work, supervision, co-worker relations and present pay.

Findings of the research show that all employees, both of male and female gender. Jafri (2012)

examined that influence employees’ problem faced by workers at Hotel Taiping Perdana in

Malaysia. The study focused on opportunities for promotion, supervision, work conditions and

work itself, with the findings revealing a significant positive relationship between work

conditions, opportunities for promotion, supervision, pay and employees’ job satisfaction.

1
1.2 Statement of the Problem

A research undertaken by the Hotel & Motel Association estimated that the average annual

turnover among hotel employees at non-management level at 50 percent, and 25 percent for

staff in the management positions. The study also estimated the turnover levels to range from

60 to

300 per cent. (Gazioglu & Tansel, 2006). Industry hotels in Kenya are not an exception to the

scenario above. Report from Human resources management section of the department of

Finance and Administration reveal that employee turnover, especially of the low cadre staff

stands at above 50% per annum in the past three years. Informal interviews with the

employees in the current establishment reveal that the relatively poor performance of the hotel

is attributed to employees’ lack of commitment to their duties. The employees’ concerns

include inflexibility of work schedules, inability to balance work and their private lives, long

working hours, relatively low remuneration, lack of bonuses for exemplary performance, poor

relationship between the employees and their supervisors and lack of openness in

communication among co-workers.

In an attempt to address the worrying trends at the hotel, seeks to examine the

relationship between working conditions, remuneration, relationship with supervisor, and co -

worker relations on one hand and the Kenyan hotel sector employees’ job satisfaction.

1.3 Objectives of the Study

2
The aim of the research is to examine problem facing workers of Kenyan hotel sector

employees.

1.3.1 Specific Objectives

(i) To assess the influence of working conditions on employees problem faced by workers in
hotel in kitale town.

(ii) To analyze the effect of remuneration on employees problem faced by workers in hotel in
kitale town.
(iii)To evaluate the effect of relationship with supervisor on employees problem faced by
workers in hotel in kitale town.

(iv) To explore co-worker relations influence on problem faced by workers in hotel in kitale town.

Research Questions

i. How do working conditions influence employees’ problem faced by workers in hotel in

kitale town.?
ii. How does remuneration affect employees problem faced by workers in hotel in kitale town.

(iii)How does relationship with supervisor affect employees’ problem faced by workers in
hotel in kitale town.

(iv) How do relations with co-workers affect employees’ problem faced by workers in hotel in
kitale town.

1.5 Significance of the Study

The research results should be of useful to:

3
1.5.1 Management of the Kenyan hotel sector
Hotel managers can use the research findings to correct some of the weak areas that cause of
problem among its employees. With such corrections, the employees’ problem faced by workers
can translate to quality output hence improvement in performance. Employers within the
hotel industry will receive insight and feedback on employees’ perceptions of problem faced by
workers and explore ways of attaining the same for the hotels’ competitiveness. Research
findings should enhance awareness of the management of the hotel industry on effective
implementation of employees’ job satisfiers, which should bring in positive effects on
business processes, customers, employees and financial results.

1.5.2 The policy makers and regulators of the hotel industry

The realization that problem faced by workers is critical is challenging organizations to re-look at

their internal dynamic capabilities as a strategic resource for competitiveness. The findings

of this study will assist policy makers and regulators of the hotel industry recognize

employees’ problem faced by workers and its crucial role in enhancing performance hence

accelerate the review and redesign of their policies to align to problem facing workers.

1.5.3 Other Researchers

There have been extensive literature on employees’ problem faced by workers examining various

variables, however limited research exist examining the relationship between working

conditions, remuneration, relationship with supervisor, and co-worker relations on one hand

and the satisfaction of employees with their jobs in the Kenyan hotel sector. The research

findings will aid other researchers in the field of research as it adds to the body of existing

literature in the area of employees’ job satisfaction. Hopefully, other researchers will rely on
4
the study results by duplicating the analysis undertaken in other locations and settings.

1.6 Limitation of the Study

The purpose of this research was to examine the influence of working conditions,

remuneration, relationship with supervisor, and co-worker relations on one hand and the

satisfaction of Kenyan hotel sector employees with their jobs, focusing on Industry Hotel. This

study was focused on Kitale only, being the head office, where all human resource related

issues are handled, besides having a wide range of hotel services on offer. In addition, all the

departments are housed in the head office in Kitale . The study respondents were 65 employees

selected from the 214 lower cadre employees of Industry hotel in Kitale as at 31st March 2017.

The research was undertaken between May and June 2017.

1.7.DEFINITION OF KEY TERMS

This section seeks to clarify the particular meanings applied in this project proposal, and

to justify why it has been deemed appropriate to use them in these particular ways. Operational

definition of the key terms is as follows:

Extrinsic motivation: Intrinsic motivation is inclusive of all attributes beyond the job itself

and administered by somebody who is not the individual concerned (Kim & Park (2013).

Extrinsic reward factors: According to Herzberg (2003) extrinsic reward factors

are

“incentives used by leaders to reduce pain-inducing factors often found in work

environment”.
5
Hygiene factors: Herzberg (2003) defined hygiene factors as “attributes which are external

to the job, among them being security, status, salary, administration and company policy,

working conditions, supervision, interpersonal relationships”.

Intrinsic motivation: Intrinsic motivation is one’s actions for her/his natural satisfaction
instead

of independent consequences. (Oluseye, Amos & Abiola,

2014).

Intrinsic reward factors: Job-related incentives used by leaders to stimulate employees'

psychological growth (Herzberg, 2003).

Job satisfaction: Job satisfaction are peoples’ feelings and attitudes related to their
work

(Armstrong, 2006).

Motivation: Motivation are actions and inspirations proposed by people, directed and
purposeful

for their needs’

satisfaction.

6
CHAPTER TWO

LITERATURE REVIEW

2.0 Introduction

Presented in this chapter is the literature related to the research title, which is structured

according to research objectives. It presents the theoretical review, empirical review, summary

and research gaps, conceptual framework, operationalization of variables and the chapter

summary.

2.1 Theoretical Literature Review

Two theories (i) Herzberg’s Motivation-Hygiene Theory (Content); and (ii) Expectancy Theory

(Process) provide a strong theoretical foundation for studying the concept of job satisfaction.

These theories are discussed below.

2.1.1 Herzberg’s Motivation-Hygiene Theory

Motivation-Hygiene Theory by Herzberg, also called the “Herzberg’s Two Factor Theory” states

that Herzberg, Mausner and Snyderman (1959) state that despite the fact that the absence of

motivation factors does not necessarily lead to job dissatisfaction, presence of such factors is

likely to enhance problem faced by workers levels. Whereas absence of hygiene in no way leads

to job dissatisfaction, presence of hygiene factors can result into dissatisfaction,

hence job dissatisfaction and problem faced by workers tend to be independent of each other.
7
Hertzberg et al (1959), observed that “dissatisfaction” is not the opposite of “satisfaction”, but a

lack of “no job satisfaction” or “lack of satisfaction”. The theory raises the argues that six

intrinsic factors significantly affect job satisfaction: salary, advancement, recognition,

achievement, and responsibility. According to (Gruenberg, 1980), whereas hygiene (extrinsic)

factors influence job dissatisfaction: salary, supervision, company policy, and working

conditions; intrinsic factor positively and significantly affect problem faced by workers of

employees. This study focuses on both extrinsic factors (working conditions, supervision and

salary), and intrinsic factors (pay/salary).

2.1.2 Expectancy Theory

Expectancy theory, as defined by Lunenburg (2011a), is “a belief that relates to a particular

action which is followed by a particular outcome”. According to Ugah and Arua (2011), the

theory raises the argument that an individual makes a decision to have a certain way of achieving

the desired rewards. A case in point is a situation where employees seek salary increments in

order to satisfy their needs and when such when they are sure of such increments, they have a

tendency of working hard to achieve the set targets in the job.

Lunenburg (2011a) observed that Expectancy Theory is anchored on the belief that there is a

relationship between an employee’s effort, performance and the resultant rewards. Employees’

motivation tends to be higher, leading to greater efforts, hence relatively higher performance,

leading to the desired rewards. Vroom (1964) noted that this theory is made up of three variables,

namely, valences, instrumentalities, and expectancy: (i) Valence: extent that expected outcomes

are unattractive or attractive; (ii) Instrumentality: extent to which it is believed that a given level
8
of performance results in certain outcomes or rewards; and (iii) Expectancy: degree to which it is

believed certain effort leads to a certain level of performance.

The theory raises an argument that should employees enhance their efforts towards increasing

organizational performance (work hard), and perform better, they are likely to earn higher

remuneration. Should there be a significant difference/gap between what employees expect in

terms of pay and the outcome, they become dissatisfied. (Worrell. 2004). Vroom also observed

that job satisfaction has seven aspects, namely, the job content, promotion, working

environment, colleagues, compensation and the supervisor, and the organization.

2.2 Summary and Research Gaps

Empirical studies reviewed indicate that whereas many researches were done concerning factors

affecting problem faced by workers of employees representing various sectors internationally,

regionally and in Kenya, among them: Okediji, Etuk, and Nnedum (2011); Marzuki, Permadi,

and Sunaryo (2012); Bryson, Barth, and Dale-Olsen (2012); Painoli and Joshi (2012);

Tanjeen (2012); Landry and Vandenberghe (2012); Kumar and Shekhar (2012); Elegido

(2013); Morgan, Dill, and Kalleberg (2013); Moor, Leahy, Sublett, and Lanig (2013); Singh

(2013); Moor, Leahy, Sublett, and Lanig (2013) Cottini and Lucifora (2013); Ajayi and

Abimbola (2013) ; Hassan, Hassan and Shoaib (2014); Sakiru, Othman, Silong, Kareem,

Oluwafemi & Yusuf, 2014); and Buriro, Tunio, Mumtaz, Mahar and Afzal (2016), there is no

such study that has been undertaken in the hospitality industry in Kenya, specifically focusing

on the independent variables of the current study, namely working conditions, remuneration,

relationship between employees and supervisors, and co-worker relations. Thus the need for this

research.This study focuses on only working relations, remuneration, relationship with

9
supervisors, co- worker relations, and leadership, and excludes other factors, which include

job security, autonomy, fairness, and relationship with employees, while other factors were left

out, including internal communication, opportunities for career advancement, organizational

policies. Work load, stress levels, leadership behavior, training and development, and

characteristics of the job, the excluded factors are recommended as areas of focus for future

studies.

10
CHAPTER THREE

RESEARCH DESIGN AND METHODOLOGY

3.0 Introduction

A description of the research methodology is presented in this chapter, which comprises of the

study design, population, techniques of sampling, data collection, analysis and presentation and

the considerations for ethics.

3.1 Research Design

This research utilized descriptive design, which according to Creswell (2003), is suitable when

primary data is collected to describe settings, phenomena or organizations. Mugenda and

Mugenda (2006) noted that descriptive statistics enable meaningful description of a

distribution of scores or measurements using a few indices or statistics. The descriptions

presented above make descriptive research design suitable for the current study, which also has

enough provision for protection of bias and maximized reliability (Kothari, 2008). This design

is preferred since it focuses on data rather than theory besides the financial constraints.

3.2 Target Population

Cooper and Schilndler (2012), described population as the all things, events or people of

interest to be investigated and form the basis from which the research subjects or sample is

drawn. For purposes of this study, the population is the low cadre staff of Industry hotel,

11
whose number stood at 214 as at March 31st 2017. Table 3.1 presents the distribution of the

214 employees across departments of Industry Hotels.

Table 3.1: Population of the Research

Department Number of low cadre
Finance & Administration staff 8
Marketing 12
Reservations 17
Food and Beverages 72
Information Technology 11
Entertainment 16
Maintenance 13
Housekeeping 65
Total
214
Source: Industry Hotels Establishment (March 31 st
2017)

3.3 Sample and Sampling Technique

Saunders et al. (2014) categorized sampling techniques into two, namely non-probability and

probability sampling techniques. While in non-probability sampling, the study subjects do not

have a pre-set chance of being selected, in probability sampling, each subject in the population

is given an equal chance of being selected to participate in the research. For the current study,

the population is distributed across all the seven departments of the hotel, hence a census of

all the departments was undertaken, which fits into the description of probability sampling

technique. Selection of the sample size is described below.

According to Mugenda and Mugenda (2006), sample size for descriptive studies should

be between 10 and 20 percent. The sample size for this study was 30 percent for it is

recommended that researchers use the largest sample possible because statistics calculated

from a large sample are more accurate (Kasomo, 2007). A proportional stratified random
12
 sampling was used to compute size of the sample. A proportional stratified random

sampling is a probabilistic sampling method suitable for selecting individuals from

unequally distributed groups (Mugenda

& Mugenda, 2006). Consequently, each of the departments formed a stratum and 30% of
the
target employees in the departments formed the sample size. Table 3.2 depicts
proportional

distribution of the sample size across the 8 departments of Industry hotels.

Table 3.2: Sample Distribution

Department/Strata Study population Sample Size (30% X
Finance & Administration (N) 8 N) 2
Marketing 1 4
Reservations 12 5
Food and Beverages 7 2
Information Technology 12 23
Entertainment 1 5
Maintenance 16 4
Housekeeping 3 65 20
Total 214 65

Source: Industry Hotels Establishment (March 31 st

2017).

In order to provide for equal chance for every member in the target respondents to be

included, the study utilized simple random sampling. All the 214 targeted lower cadre staff

names of Industry Hotel were drawn on pieces of paper per each of the 8 departments. For

each of the departments, the number of pieces of paper corresponded to the names and number

of staff. The papers were then be mixed in a box thoroughly, after which the required

number of sampled staff was identified for participation in the research. This action was

undertaken 8 to ensure that all departments are covered.

13
3.4 Data Collection Instruments

A detailed survey was self-administered respondents in their work places. The survey

questions were presented on a 5 point Likert scale, which is commonly used in business

research for measurement of behavior, attitude values and perception (Upagade & Shende,

2012).

3.5 Pilot Study

Kothari (2008) described a pilot study as a small - scale preliminary research undertaken so as

to evaluate cost, adverse events, time, and feasibility statistical variability so as to predict

an appropriate size of sample and hence improve on the design of the research before

undertaking a full-scale. Baker (1994) opined that 10% – 20% of the sample size for the actual

study is a reasonable number of respondents to consider for participation a pilot research.

For purposes of this study, a pilot study of 10% of sample size of 65 respondents was selected

randomly. A sample of between 10 and 20 respondents can be chosen from the population

during piloting which is not included in the sample chosen for the main study. (Mugenda &

Mugenda,

2006). Therefore, 7 randomly selected respondent who had taken part in the pilot research were

excluded from the final research. Size of a study sample is dependent on practicality, costs and

time, however, it should be between 5% and 10 % of the population. The pilot study should

also help in revealing questions that are vague and allow for their review until they convey the

same meaning to all the subjects.

14
3.5.1 Validity

According to Sekaran (2006), validity is the degree to which research findings represent the

phenomenon under the research. In order to enhance validity, the steps followed were construct

validity of the questionnaire was tested by using research questions from prior studies, and

ensuring that sections of the questionnaire address the research objectives and relate to

the conceptual framework developed. Secondly the instruments were reviewed by the

University supervisors to ensure that content validity is met. The validity tests were

undertaken so as to

make an assessment of the length, structure and appropriateness of the questions to be used

and make adjustments prior to embarking on field data collection.

3.5.2 Reliability Test

A reliable measuring instrument is one that gives the researcher the same measurements

when the researcher repeatedly measures the same unchanged objects or events. Cresswell

(2009) observed that reliability reflects the degree to which the researcher will get the

similar results even with repetitive measure; reliability states the consistency of a measure

which reflects expectations of similar results from one administration of an

instrument to another administration. Data collected during pilot test was tested for

relevance and consistency of results in order to minimize errors.

3.6 Data Collection Procedure

A paper-based questionnaire was used in field data collection. Saunders, Lewis and Thornhill
15
(2014), observed that field data is of essence in order to answer research questions for

a particular research project. Structured questions will be presented on a Likert scale, which is

suitable for measuring perception, attitude values and behavior (Upagade & Shende, 2012). In

order to avert the risk of low response rate, the researcher recruited two qualified

research assistants to assist in administering the questionnaire. The research assistants were

facilitated and adequately trained to understand the questionnaire before commencement of the

data collection. Further, a formal letter from University’s, School of business will be obtained.

The letter was attached to the questionnaires with background and importance of the study to

business organizations and policy makers and a request to the potential respondents to

participate. On receipt of the research instruments, the researcher coded and tested for reliability

and validity.

3.7 Data Analysis and Presentation

Kothari (2008) noted that analysis of data sought to examine field data that has been collected

for purposes of interpretation and making conclusions (Kothari, 2004). Field data was

analyzed aided by descriptive statistics, including variability and central tendency

measures of frequencies. The research regression model is depicted below.

Y = β0 + β1X1 + β2X2 + β3X3+ β4X4+ έ

Y = Job satisfaction

X1 = Working
conditions

X2 = Remuneration

X3 = Relationship with
supervisor

16
X4 = Co-worker relations

έ = Error Term.

Β = Regression
Coefficient

β0 = Point of intersection on the Y axis

(Constant)

The findings are presented using frequencies, percentages, tables and bar
graphs.

17
CHAPTER FOUR

RESEARCH FINDINGS AND DISCUSSION

4.0 Introduction

This chapter presents a summary of data collected through the use of questionnaires. General

trends are explained using percentages, frequency tables, figures and descriptions of data as

a way to present findings of the investigation. Data collection using questionnaires, was

analyzed using SPSS version 24.0. The findings are presented as per the objectives and research

questions of the study.

4.1 Presentation of Research Findings

This section presents the research

findings.

4.1.1 Response Rate

Out of the 58 questionnaires that were distributed to the hotel management representatives, 49

questionnaires were returned completed. This means that the researcher achieved 84.5%

response rate. Mugenda and Mugenda (2006) observed that a response rate of 70% and above is

excellent when carrying out the study. The respondents were drawn from all the 8 departments

of Industry hotel. The relatively high response rate is due to the good rapport created between

the researcher and the respondents and the efforts of the data enumerators.

18
4.1.2 Background Information

Findings of the study show that participation on the study had less male than female

respondents. Whereas the females were slightly above half (53%), the male respondents were

(47%). (Refer to figure 4.1).

Figure 4.1: Gender distribution of respondents

Should the research participants’ sex distribution be representative Industry hotel

establishment, then there is near equal representation of employees of both, which

exceeds the minimum threshold of the one third gender rule as per the Kenyan Constitution.

The results show that slightly less than one third (28.5%) of the respondents are aged 31 to 35

years, (23.3%) are aged 26 to 30 years and (17.8%) are aged 36 to 40 years. The results also

show that beyond 35 years, the higher the age bracket, the lower the number of respondents

involved in the study. The findings also show that that only (3.6%) of the respondents were

aged above 50 years. The respondents were thus of a relatively youthful age and active enough

to positively contribute towards attainment of hotel objectives. (Refer to figure 4.2).

19
Figure 4.2: Age distribution of respondents

Findings show that more than one third (42.5%) of the respondents had attained

secondary school level of education, followed by (28.8%) who had attained at least a college

certificate, and

(17.0%) had attained an undergraduate degree. Whereas only 5.2% of the respondents

had attained a postgraduate qualification, 6.6% of the respondents reported that they did not

complete secondary school. The assumption is that high levels of education attained lead to

relatively high capacity to understand the issues and the more objective the responses would be

on the various issues of concern in the research. The respondents in the study with some formal

education was quite high, hence, it is expected they provided objective responses to the study

questions. (Refer to figure 4.3).

Figure 4.3: Highest level of education attained

20
Findings reveal that slightly more than three quarters (77.5%) of the hotel employees had

worked in the current organizations for more than 3 years. The assumption is that when works

for a long time in an organization, the person gets a better understanding of the operations

and culture of the organization and what is expected of them. The findings show that

majority of the respondents had a sound understanding of the business of the hotel, values,

norms and what was expected of them; hence they were in a better position to provide

objective responses to the questions posed. (Refer to figure 4.4).

Figure 4.4: Number of Years worked in Industry

hotel

Findings of the study indicate that all departments were presented in the study, with

slightly more than one third (35%) of them representing Food and Beverage department, (33%)

of the respondents represented housekeeping department, while entertainment and

reservations

departments being represented by (8%) of the respondents. (Refer to figure

4.5).

21
4.2 Limitations of the Study

Limitations include: Restrictive organizational confidentiality hindering provision of full

responses to the study-this was addressed by assuring respondents of utmost confidentiality

and disclosing the academic purpose and intention of the study; loss of questionnaires by the

respondents, incomplete questionnaires and failure to provide objective responses by the

respondents which was overcome by organizing meetings outside working hours and seeking

for personal contacts of would be respondents; some issues being misunderstood by the

responses; unexpected occurrences like respondents proceeding on leave before completing

the questionnaires which was mitigated through constant reminders to the respondents during

the period they were expected to complete the questionnaire.

4.3 Chapter Summary

This chapter has presented a summary of data collected through the use of

questionnaires. General trends are explained using percentages, frequency tables, figures and
22
descriptions of data as a way to present findings of the investigation. Data collection using

questionnaires, was analyzed using SPSS version 24.0. The findings are presented as per the

objectives and research questions of the study. General trends are explained using percentages,

frequency tables, figures and descriptions of data as a way to present the findings of the

investigation. Regression analysis was undertaken to establish the relationships between study

variables.

23
CHAPTER FIVE

SUMMARY, CONCLUSIONS AND RECOMMENDATIONS

4.4. Introduction

The previous chapter presented results obtained from the quantitative data. This chapter

presents the summary of key findings, conclusions and recommendations of the study.

4.5 Summary of Findings

Research findings indicate that working conditions positively influence employees’ problem

faced by workers in Industry hotel. The working conditions related attributes that employees of

the hotel consider important are flexibility of work schedule, a working environment that is

safe and comfortable, and promotion of employees’ rights. Findings also show that

remuneration has a positive influence on employees’ problem faced by workers at the hotel. The

remuneration attributes considered important include the amount paid out as salary, financial

rewards, bonus amount and “non-financial rewards such as extra-holidays and voucher schemes

element.

Relationship with supervisors was found to have a positive influence on employees’ problem

faced by workers at the hotel. The attributes related to relationship with supervisors that

employees consider important are: how immediate supervisor relates with

employees/subordinates, fair treatment of employees and extent to which immediate supervisor

24
effectively communicates with employees. Co-worker relations positively influence employees’

problem faced by workers at Industry hotel. The attributes that are considered of importance to

the employees include the level of feeling of belongingness, the level of co-worker interactions,

and networking among co-workers.

Besides the independent variables of the study, namely working conditions, remuneration,

relationships with supervisors, co-worker relations, the study established that other key factors

affecting problem faced by workers at Industry hotel are opportunities for promotion, job

security, and opportunities for training and development/career development. Findings also

show that employees at Industry hotel not only strive to give their best performance, but their

commitment is also high. However, the respondents indicated that there is a relatively high

turnover.

Results of the regression analysis show that factors attributed to working conditions

(p=0.027) and remuneration (p=0.008) significant statistically. The error term (0.02) insinuates

lack of complete accuracy and result in the results in actual situation will be different. Findings

of the study indicate that, overall, the order of ranking in terms of relative influence is as

follows: (1) remuneration = (0.008); (2) working conditions = (0.027); relationship with

supervisor = (0.052); and co-worker relations = (0.061).

It can be concluded from the ANOVA that at 5 % significance level, there exist

sufficient evidence to justifiably conclude that that the slope of regression line is not zero. As

Such, problem faced by workers influencing factors included in the model are useful predictors

of problem faced by workers since the p value is 0.000 which is less than 0.05. Sig = 0.000

suggests that the model adopted for the current study is significant for predicting problem faced

by workers in Industry hotel.

25
4.6. Conclusion

All the four factors namely, working conditions, remuneration, and relationship with

supervisor, and co-worker relations were validated as key in influencing problem faced by workers

in Industry hotel. The findings show that factors attributed to working conditions

(p=0.027) and remuneration (p=0.008) were the most statistically significant. The study also

concludes as follows:

In relation to working conditions, in order of priority, employees ranked highest the following

attributes: “flexibility of work schedule”, “a working environment that is safe and

comfortable”, and “promotion of employees’ rights”. However, the least ranked factor was “the

work places should avail ample parking facilities and security”, which could be attributed to

the fact that not all the low cadre staff of the hotel may be owning vehicles, hence little need fo

r parking space. In relation to remuneration, in order of priority, employees of Industry hotel

ranked the following attributes highest: “salary amount”, “bonuses amount”, and “non-

financial rewards (extra- holidays and voucher schemes element)”.

With regards to relationship with supervisors, employees of Industry hotel ranked the

following attributes high in order of priority: “how immediate supervisor relates with

employees/subordinates”, “employees should be treated fairly”, and “extent to which immediate

supervisor effectively communicates with employees”. Lastly, with respect to co-worker

relations, the attributes highest ranked by employees of Industry hotel in order of priority are:

“openness of communication among co-workers”, “level of feeling of belongingness”, and

“level of co-worker interactions”. However, the respondents ranked “networking among co-

workers” the least.

26
In addition, the study reveals that employees in the hotel industry, if responses from Industry

hotel are anything to go by, consider other factors in job satisfaction. These factors

include opportunities for promotion, job security, and opportunities for training and

development/career development. Findings also show that despite the relatively high turnover

of employees at the hotel, the respondents confirmed that they give their best performance and

are committed to their jobs.

The findings show that factors attributed to working conditions (p=0.027) and remuneration

(p=0.008) had a statistical significant influence. The error term (0.02) insinuates lack of

complete accuracy and result in the results in actual situation will be different. It can be

concluded from the ANOVA that at 5 % significance level, there exist sufficient evidence to

justifiably conclude that that the slope of regression line is not zero. As Such, problem faced by

workers influencing factors included in the model are useful predictors of problem faced by

workers since the p value is 0.000 which is less than 0.05. Sig = 0.000 suggests the current

study adopted a model that is significant in prediction of problem faced by workers in Industry

hotel.

4.7 Recommendations

Research findings reveal that when implementing human resource management practices

in Industry hotel with a view to enhancing employees’ job satisfaction, the management

should focus on the following factors, in order of priority: remuneration, working conditions,

relationship with supervisor, and co-worker relations.

In addition, when implementing various actions that are specific to problem faced by

workers factors mentioned, the management should focus on the following specific attributes:
27
In the case of working conditions, focus should be on flexibility of work schedule, a working

environment that is safe and comfortable, and promotion of employees’ rights. In relation to

remuneration, the hotel management should place more emphasis on salary amount, bonuses

amount, and non-financial rewards such as extra-holidays and voucher schemes element.

With regards to relationship with supervisors, the hotel management should address issues

such as how immediate supervisor relates with employees/subordinates, fair treatment of

employees, and the extent to which immediate supervisor effectively communicates with

employees. Lastly,

with respect to co-worker relations, the management should focus on ensuring that there

is openness of communication among co-workers, employees have a high level of feeling

of belongingness, and enhanced levels of co-worker interactions.

With respect to recommendations for areas of further research, this study should be replicated

by undertaking similar studies in other hotels and locations, as this research only covered

only Industry hotel in Kitale City, Kenya. An investigation of other factors influencing

problem faced by workers could also be undertaken and whereas the focus for the current study

was the hotel management, in future, customer should be the respondents, so as to get their side

of the story.

28
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