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Influence of employer-employee relationships on service quality in the hospitality industry in Nakuru County, Kenya

Author

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  • Ben K. Mburu

    (Department of Development Studies, St. Paul’s University, Private Bag, Limuru-00217, Kenya)

  • Peter Koome

    (Department of Development Studies, St. Paul’s University, Private Bag, Limuru-00217, Kenya)

  • David Gichuhi

    (Department of Human Resource and Development, Karatina University, P.O. Box 1957-10101, Karatina-Kenya)

Abstract

Employees are the backbone of the hospitality industry, and the people in service are inseparable from the service they provide. This research investigated the influence of employer-employee relationships on service quality in the hospitality industry in Nakuru County, Kenya. Descriptive design was used to gather both quantitative and qualitative data through the use of questionnaires and interview guide as the key informants. The target population was 73 respondents comprising of 55 employees’ operational employees and 18 supervisors at Nuru Palace and the Legacy Hotel in Nakuru County. The findings also reveal that coaching and mentorship as well as mutual trust between employees and their superiors affect service quality positively. The study recommends that hospitality establishments should facilitate more on job training and provide technical support to their employees. They should also work on establishing trust between the management and the workforce. Key Words: Employer-Employee relationship, service quality, hospitality industry, Nakuru County, Kenya.

Suggested Citation

  • Ben K. Mburu & Peter Koome & David Gichuhi, 2020. "Influence of employer-employee relationships on service quality in the hospitality industry in Nakuru County, Kenya," International Journal of Research in Business and Social Science (2147-4478), Center for the Strategic Studies in Business and Finance, vol. 9(5), pages 166-171, September.
    • Handle: RePEc:rbs:ijbrss:v:9:y:2020:i:5:p:166-171
    DOI: 10.20525/ijrbs.v9i5.854
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    References listed on IDEAS

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    1. Miklós Pakurár & Hossam Haddad & János Nagy & József Popp & Judit Oláh, 2019. "The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector," Sustainability, MDPI, vol. 11(4), pages 1-24, February.
    2. Brown, Sarah & Gray, Daniel & McHardy, Jolian & Taylor, Karl, 2015. "Employee trust and workplace performance," Journal of Economic Behavior & Organization, Elsevier, vol. 116(C), pages 361-378.
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    1. Daniel Nkansah & Raymond Gyimah & Daniel Agyemfour-Agyemang Sarpong & James Kwasi Annan, 2024. "Nexus Between Employee Engagement and Job Performance: A Study of MSMEs in Ghana During COVID-19: The Moderating Roles of Job Demand and Job Resources," Jindal Journal of Business Research, , vol. 13(1), pages 30-56, June.

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