Selecting non-classified hotels in Kenya: what really matters for business guests?

Abstract

Non-classified hotels,which comprise small hotels and guest houses,are important accommodation providers offering limited services and products as compared to the classified hotels. Through guest satisfaction,they can achieve repeat business and also get new business through word of mouth from previous guests. The main focus is for the hoteliers to know exactly the determinants of selection of hotels by their guests. In this case, the focus was on non-classified hotels in Mtwapa town at the Kenyan coast. The study adopted a cross-sectional descriptive survey design. Results from this study clearly indicate that all aspects of hotel operations are important to business guests’ selection of a non-classified hotel. However, it was revealed that this was not on equal basis. Results indicate that the core product (guestroom comfortability), hygiene and cleanliness were the most important factors in determining guests’ selection of where to stay. This research therefore suggests that any efforts towards quality improvement in a hotel should focus primarily on ensuring customer satisfaction with the guestroom. While acknowledging the importance of all aspects of hotel operations, managers should recognize the importance of the guestroom and its facilities towards hotel selection and overall customer satisfaction. Therefore,it is imperative that managers channel their resources towards improving guest services in the guestrooms in accordance with the requirements of the clientele. This includes such aspects as the look of the guest rooms, facilities provided in the guest rooms and comfortability of the bed and mattress