TRADE PROJECT

FACTORS LEADING TO POOR PERFORMANCE AMONG CATERING

ESTABLISHMENT IN TURKANA COUNTY

INSTITUTION: THE NYERI NATIONAL POLYTECHNIC

COURSE NAME: CERTIFICATE IN CATERING AND ACCOMODATION

COURSE CODE:

PRESENTED BY: MONICAH WANJA MUTURI

INDEX NUMBER:

SUPERVISOR:

PRESENTED TO: MADAM GRACE

PRESENTED TO: KENYA NATIONAL EXAMINATION COUNCIL

DATE: OCTOBER/NOVEMBER 2024 SERIES

 DECLARATION

This study is my original work. It has not been presented by any other
candidate in any other institution.

Signature:

Date:

This work has been submitted with my approval as a supervisor.

Signature:

Date:

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 DEDICATION

This work is dedicated to my parents, whose care and love motivated my

studies. Their support encouragement and sacrifices have been the
backbone of my education journey. To my siblings who have been my pillars
of support and source of inspiration, love and encouragement have been of
benefit throughout the journey.

Finally, I dedicate this to all the trainers and mentors who have guided me
through the journey. Their dedication to teaching and passion has
influenced me in my hospitality career and profession.

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 ACKNOWLEDGEMENT

I would like to express my deepest gratitude to all those who have

contributed to the success of this project. I thank my family for their
support. To my parents whose sacrifice, encouragement and financial
support has led to my academic success. To my friends who have stood with
me throughout the journey, their constructive discussions have helped me a
lot in my research.

To the staff of the Nyeri National Polytechnic and the fraternity at large I
am glad and receive my thanks. Your dedication in my academic journey has
provided me with the knowledge and skills and build me with a good
foundation I am really grateful.

The county government of Turkana County receives my sincere thanks. To

all the participants who contribute to this study your experiences am so
much humbled.

Thank you all for your support.

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 TABLE OF CONTENTS
DECLARATION...................................................................................................................................2
DEDICATION.......................................................................................................................................3
ACKNOWLEDGEMENT..................................................................................................................4
CHAPTER ONE...................................................................................................................................7
1.0 Factors leading to poor performance among catering establishment in
Turkana County- Background Study......................................................................................7
1.1 Industry..........................................................................................................................................7
1.2 Problem Statement..................................................................................................................8
1.3 Research Objectives................................................................................................................9
1.4 Research Question...................................................................................................................9
1.5 Significance of The Study....................................................................................................9
1.6 Scope of The Study................................................................................................................10
1.7 Limitation...................................................................................................................................10
CHAPTER TWO................................................................................................................................11
2.0 Literature Review...................................................................................................................11
CHAPTER THREE...........................................................................................................................14
3.0 Research Methodology........................................................................................................14
3.1 Research Design.....................................................................................................................14
3.2 Study Area..................................................................................................................................14
3.3 Population of The Study.....................................................................................................14
3.4 Sampling Technic...................................................................................................................15
3.5 Sample Size................................................................................................................................15
3.6 Research instruments..........................................................................................................15
3.7 Pre- testing................................................................................................................................15
3.8 Validity of The Instrument................................................................................................15

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3.9 Data Collection Technique................................................................................................16
3.10 Data Analysis..........................................................................................................................16
3.11 Ethical Considerations.....................................................................................................16
CHAPTER FOUR..............................................................................................................................17
4.1 Data Analysis............................................................................................................................17
4.2 To Investigate the cases of Poor Performance of Hotels in Turkana
County...................................................................................................................................................17
4.3 To Identify What Poor Performance in Catering Establishment is;...........19
4.4 The Various Ways That the Catering Establishment Can Manage
Performance......................................................................................................................................19
4.5 To Identify the Challenges That the Catering Establishment Encounter
..................................................................................................................................................................21
CHAPTER FIVE................................................................................................................................22
5.0 Summary, Conclusion and Recommendation.........................................................22
5.1 Summary of Findings...........................................................................................................22
5.2 Conclusion..................................................................................................................................23
5.3 Recommendation....................................................................................................................24
REFERENCES....................................................................................................................................25

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 CHAPTER ONE

1.0 Factors leading to poor performance among catering

establishment in Turkana County- Background Study

1.1 Industry

The hospitality industry is a significant and multi personal sector within the
broad service economy encompassing of various services that aim at
providing comfort, leisure and satisfaction to customers. According to
Kotler Blowen 2003 it is an economic sector comprising of businesses that
provide accommodation meals and other services to travelers, local people
and tourists by providing goods and services, quality ones and making the
success of Hospitality Industry.

The focus of the research is to identify how poor performance can affect
Hospitality Industry especially their services to customers the appropriate
ways of dealing with the challenge in the whole Country at large. According
to Bernadette McAndrews 2003 Catering establishment are business that
prepare, produce and deliver food and beverages for events, small private
parties to large cooperate functions in order to satisfy customers social
needs as well as ensuring efficient management practices which led to the
success and improvement of catering operations.

Good coordination and teamwork of workers between different departments

which led to delivering seamless catering services to clients on time.
According to Parasuraman 1988 on customer satisfaction and retention
stated that seminal work on service emphasizing on the critical role on

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ensuring customers are satisfied. Poor catering performance often
translates into subpar services quality which can negatively affect customer
experiences. Example in Turkana County, catering establishment that fail to
maintain consistent service quality may lead to poor performance of the
establishment. According to Paul

Krugman (1994), an economic performance growth and productivity can

hamper economic growth. Productivity growth is a key drive on economic
expansion and its decline can lead to stagnation. In the global
manufacturing sector regions that experiencer poor performance in
products may see a decline in comprehensive, slow economic growth and
reduced investments. According to World Bank Reports (2019) on
infrastructure developed in Kenya highlights the disparity between regions
like Turkana have poor road networks and unreliable electricity supply has
led to operational inefficiencies and reduced services quality in Hospitality
establishments impacting overall performance.

1.2 Problem Statement

The performance of hotels in Turkana and in Kenya at large can be caused

by many factors e.g. infrastructure is poor, low economic activities and
many others. They have led to delayed performance among catering
establishment. Here are some of the identified research problems that
cause poor performance. According to Mugo Wa Njagi (2017) o0n road
networks and transport, poor roads ha been a major challenge hence
hindering the transportation of raw materials needed in the catering
establi8shment before they are delivered where goods get spoilt therefore
lowering the total cost of production estimated in an establishment.

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According to Omondi (2017) on insecurity and conflict in Turkana County
has led to poor performance among the catering establishment in the area
due to conflicts especially in cattle rustling. Insecurity discourages tourist
and investors to visit such hotels therefore they experience poor
performance. According to Muthee (2017) on skilled labor and shortage in
the hospitality sector in Turkana has been a major issue. He also
highlighted that many hotels struggle to find qualified staff which impacts
service quality. According to Ochieng (2019) lack of government support
and unclear related policy on tourism and hospitality departments has been
identified as a big issue. There is need for better policy framework to
support the growth of hotel; industry and catering establishment at large.

According to Wanjiku (2018) an engaging in local community and

integrating culture aspects in the hospitality industry can be a benefit.
Therefore, poor community relations and lack of cultural integration
impacts hotel performance. According to Kimathi (2016) lack of employees
training and development of employee in hotel opportunities is a factor
leading to poor performance in catering establishment. Ongoing training is
crucial for maintaining high services and goods quality services.

1.3 Research Objectives

The general objective of the study is to examine the study past and the
present poor performance as a problem affecting catering establishment.
a) To identifying performance of catering establishment in Turkana
County.
b) To investigate the cause of poor performance of hotels in Turkana.
c) To investigate on various ways that catering establishment can cope
up or manage poor performance.
d) To identifying the challenges that catering establishments encounter
when there is poor performance.

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1.4 Research Question

a) How to identify performance in catering establishments.

b) The cause of poor performance of hotels in Turkana County.
c) What or which are the various ways that can be used by catering
establishments to manage poor performance.
d) Challenges that catering establishment encounter.

1.5 Significance of The Study

The study is significance because it helps in identifying the major areas of

where poor performance in catering establishment occurs. The research
will help the owners of different catering establishment in Turkana County
to eradicate poor performance in the

establishment and ensure that the business improves and have good
performance e.g. in profit making. The research also will be of great
importance to the researcher who will gather information from different
people and institution dealing with catering services hence having more
knowledge and skills concerning the industry. It will also be a source of
reference to another researcher who may be carrying out research work
related to this topic. Kenya Association of Hoteliers (K.A.H) which is an
organization in Kenya under hospitality industry that represents the interest
of hotel and lodging establishments and advocating for industry standards
promoting tourism and providing a platform for collaboration among
hospitality professions. Also, individuals under the government bodies who
are interested in hotel business on the appropriate ways of dealing with
poor performance of hotels in Kenya.

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1.6 Scope of The Study
The study is examined on how to know the importance of good performance
among the different catering establishment in Turkana County and in Kenya
at large. It will help to come up with strategic ways of which poor
performance among hospitality establishment may be controlled. Therefore,
the catering establishment will to an extent detect the strategies and should
be used in order to improve their sales and ways to help- run the business
smoothly. It will help in staff gaining more knowledge and skills on how to
satisfy their day-to-day customers which will help in improving the
performance of the sector in catering establishment.

1.7 Limitation
During the research that I carried out there are challenges that I
experienced where lack of enough funds when researching was the main
challenge. Unavailability of the research materials which would help me in
capturing the data. Poor attitude from the people around the area towards
the hotel profession have at some point limited the research in investigating
deeply on the causes of poor performance because of their language
barriers. We lacked support from the people we were collecting the data
from. Poor transport facility e.g. roads made the research to have
inadequate time of collecting the feedback needed because at some point
we were late to the arrival.

CHAPTER TWO

2.0 Literature Review

To investigate the cause of poor performance of hotels in Turkana.

According to Karanja et al (2019) noted that low customer satisfaction often
arises from inconsistent food quality and servi8ce highlighting the

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importance of feedback mechanism. This is where the industry introduces
ways of which guest will give their feedback to the industry on the services
that they were given e.g. either poor, good or very good. Also, of challenges
such as long waiting times and ineffective management should be
considered in the feedback of the customers to the establishment.
Operation inefficiencies also negatively impact on service delivery.
According to Mwanzia (2021) poor hygiene standard practices in catering
services were linked to health violations and customers dissatisfaction in
the establishment.

Were (2020) emphasized on the lack of adequate staff training which led to
subpar service quality affecting the overall customer experience in the
catering establishment. According to Chepkemoi (2023) analyzed financial
strategies have concluded that many establishments struggled with pricing
and cost control in production resulting in unsustainable operations. To
identify performance of catering establishment in Turkana County.
According to Karanja et al (2019) recommend on collecting data from
customers and staff using structured surveys to gauge satisfaction levels
and identify specific pain points. Also, the industry should introduce ways of
conducting interviews with the hotel managers and employees to gain
insights into operational challenges and staff perspective on service quality.
According to Were (2020) recommends organizing focus groups with repeat
customers to gather quality feedback on their experiences and expectations
as an industry in hospitality. According to Chepkemoi (2023) highlights that
comparing performance

against competitors and to identify gaps in service offerings prices

strategies that are being used in the industry and the customers ways of
engagement. According to Otieno (2020) the importance of analyzing

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financial operation metrics such as occupancy rates revenue per available
room (RevPar), and the customer turnover which will help to identify the
trends and areas of concern. This will help to evaluate the guest experience
and identify the type of service delivery issues that may be apparent
through the surveys. The research provides a comprehensive approach to
understand and address the challenges of hotels in Turkana County.

According to Karanja et al (2019) establishing feedback mechanism such as

surveys and comment cards which will help to identify areas of
improvement based on customer experience. According to Otieno (2020) the
need for regular quality assessment of food and services. On conducting
periodic evaluation can help identifying issues that emerge in the industry
before they escalate. Kibet (2022) adopting effective inventory management
systems in the industry may help to minimize waste and ensure that popular
items are consistently available therefore enhancing customer satisfaction.
According to Chepkemoi (2023) advocates on conducting market research
to stay attuned to customers preferences and trends. Adapting menus and
services accordingly can help to attract many customers from different
places to the hotel and be able to retain them.

According to Otieno (2020) implementing sound financial practices such as

budgeting and cost control is crucial in sustaining operation and improving
profitability ion hotels. To identify the challenges that catering
establishment encounter when there is poor performance. According to
Karanja et al (2019) analyzing customers feedback through surveys and
reviews to identifying on the common complaints related to food quality
services speed and the overall experiences. According to Otieno (2020)
evaluating internal processes such as staff workflow and inventory
management to pinpoint inefficiencies that may impact service delivery in
the industry. According to Mwanzia (2021) conducting regular hygiene
assessment to identify compliance issues with the health regulations that
could posse the risk to customers and

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the establishment as well. According to Were (2020) challenges related to
staff turnover and training deficiencies. Surveys and interviews with the
staff can reveal issues that are affecting the morale of the staff and service
of customers. According to Kibet (2022) he advocates on the ways of
analyzing market trends and the customers preferences to identify gaps ion
service offerings. The establishment should asses whether they meet the
local demand effectively. According to Chepkemoi (2023) advices on
reviewing financial statements and the keys performance indicators (KPI’S)
to identify challenges that are related to pricing strategies and cost
management in catering establishment.

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 CHAPTER THREE

3.0 Research Methodology

The research was done on different catering establishment found in

Turkana County.

3.1 Research Design

The methodology of the research methodology that we used is mixed

research method. This type of method is a combination of qualitative
method and quantitative method of doing research. Advantages of the
method is that it is complementary that is the evaluators can elaborate,
clarify and elaborate the results from one method from the findings of other
method. It provides data using the both other methods which are qualitative
and quantitative hence providing the explanation to a given research
phenomenon. Mixed research method helps because it gives data or collects
data inform of alphabets and numerical.

3.2 Study Area

The area of study of the research is in Turkana County. Where we selected
three hotels which are Oldonyo hotel, Lemeiyan hotel and Oasis hotel where
we decided to do our research.

3.3 Population of The Study

The population of the study consists of both the manager and the staff
members of the hotels which are Oldonyo hotel, Lemeiyan hotel and Oasis

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hotel. We managed to ask questions to a hundred people who assisted us on
the research.

3.4 Sampling Technic

The technique used was simple random technique this is where subset of
individual is chosen from a larger set and are randomly chosen or selected
all with the same probabilities. Some of the advantages as to why we
decided to use the simple random technique is that the participants have an
equal and fair chance of being selected.

The technique also provided randomized resorts from a larger pool hence is
cheap, quick and easy to carry out when you want to get your research
project start quickly.

3.5 Sample Size

The accurate people that we managed to ask questions for our research
were a hundred people inclusive of staffs and managers. Hence, the sample
size was ten people where we took the total number of population and
divided by ten for easier results on the collection of the data.

3.6 Research instruments

The method that was used to collect the data was through interviews and
questionnaire. This is whereby we interviewed the managers of the different
hotels each at a time where it was face to face interview. Then the staff
members were given questionnaires to fill the research questions written
where applicable.

3.7 Pre- testing

This is the administration of the data collection instruments with a small set
of respondents from the population from the full-scale survey. Some of the

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advantages of pre-testing is that it helps the researchers to determine
whether the respondents will be oversensitive to specific questions, causing
respondents to hesitate hold back or skip survey item.

3.8 Validity of The Instrument

The validity of the research study refers to how well the results among the
study participants represents findings among similar individuals outside the
study. The validity ensures the research findings reflect the phenomena that
they are intended to represents.

3.9 Data Collection Technique

We decided to collect our data from the managers of the different hotels
through interviewing one buys one and each at a time. On the other hand,
we issued questionnaires to the members of the staff in the hotels and later
collected the questionnaire.

3.10 Data Analysis

In trying to research on how poor performance among catering

establishment we decided to analysis our collected data inform of a pre
chart. data analysis is the process of systematically applying statistical
techniques to describe illustrate and evaluate the data or information
obtained.

3.11 Ethical Considerations

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They are a setoff research principle that help top guide on the research
designs and practices. They help to adhere to ethical principles in order to
protect the dignity, rights and the welfare of the research participants.

CHAPTER FOUR

4.1 Data Analysis

4.2 To Investigate the cases of Poor Performance of Hotels in

Turkana County

The data that are in the chapter were gathered through interviews and
questionnaires that were administered or distributed to the people that we
managed to carry out the investigation. The findings of poor performance
we managed to collect were;

a) Poor infrastructure
b) Insecurity
c) Inadequacy of skills from the staff.
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 d) Lack of proper management of the hotel.

Show the findings of the causes of poor performance of catering

establishment in Turkana County.

CAUSES OF POOR PERFORMANCE

POOR MANAGEMENT,
0.05,
INAADEQUATE SKILLS
FROM STAFF, 0.1,

INSECURITY, 0.1,

POOR INFRUS-
TRUCTURE, 0.75,

POOR INFRUSTRUCTURE INSECURITY

INAADEQUATE SKILLS FROM STAFF POOR MANAGEMENT

Poor infrastructure: poor roads and network problem in Turkana County

has caused poor performance in catering establishment in Turkana County
as one research says.

Poor Insecurity: in Turkana County lack of police posts and enough

police officers prevents or hinders tourist attraction and visitors in the area
which makes them fear their security.

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Inadequate skills from the staff: as the research data collected many
refer to poor performance of catering establishment focusing on lack of
enough skills to employees working their leading to poor services offered.

Improper management: lack of proper management of the hotels leads

to poor performance of the industry.

4.3 To Identify What Poor Performance in Catering Establishment is;

CATEGORY OF POOR NO OF RESPONDENTS PERCENTAGE

PERFORMANCE

Major Challenge 70 90%

Minor Challenge 30 10%

a) 70% of the respondents says that poor performance in catering

establishment is a major challenge because it rates the level of the
services offered in an establishment that is the service offered are
poor and an improvement is needed.
b) 30% of the respondents says that poor performance is a minor
challenge on looking at it on a different angle. That is e.g. poor
management is considered as a challenge that causes poor
performance according to the data collections and analysis.

4.4 The Various Ways That the Catering Establishment Can Manage
Performance

According to the data collected the various ways that poor performance can
be managed were as follows strategies includes;
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 a) Improve on customer satisfaction
b) Enhance financial management
c) Employee training programs should be introduced.
d) Monitoring of employee performance.

STRATEGIES CUSTOMERS FEEDBACK

Improve on customer satisfaction 65%

Enhance financial management 45%

Employee training programs should 30%

be introduced
Monitoring of employee 25%
performance.

Improve on Customer Satisfaction

It has the highest feedback. The management of a catering establishment

should ensure that they regularly collect customers feedback e.g.
thoroughly introducing of comment cards online reviews. The data collected
will help to identify the areas of improvement in the establishment.

Enhance of Financial Management

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The cost control in an establishment helps in monitoring of how supplies in
the establishment are utilized hence reducing waste and optimizing
inventory management.

Employee Training Programs Should be Introduced.

The find out or the feedback collected shows that lack of training programs
of staff in an establishment causes poor performance. therefor, training
sessions should be introduced and conducted to the staff on food safety,
customer service and operation efficiency which will make improvement of
the hotel.

Monitoring of Employee Performance

this can manage poor performance through conducting regular checkups,

making reviews on the progress of the catering establishment and make
necessary adjustment. Also, in addition of that the management should
compare their business among others to help improve on industry standards
and practices.

4.5 To Identify the Challenges That the Catering Establishment

Encounter

The findings that were collected on the research objectives were as follows;

CHALLENGE PERCENTAGE NUMBER OF

RESPONDENTS
Poor decision making 60%
Low Productivity 25%

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 Service delays 15%
Loss of customers 5%

Poor decision making: it was recognized as the biggest challenge with

60% of the respondent. Poor performance can create crisis atmosphere
leading to rushed and poorly thought-out decisions.

Low Productivity: this is where poor trained staff in an establishment

offers poor services to customers which lowers the standard quality of the
hotel making hotel operations to be poorly done and the customers are not
satisfied.

Service delays: inefficient processes can lead to long wait times of the
guest or the customer and offering of slow services hence frustrating
customers and the other staff becoming a challenge in the industry.

Loss of customers: unsatisfied customers are unlikely to show back again

leading to a decline in repeat of the business and customers loyalty to the
establishment.

CHAPTER FIVE

5.0 Summary, Conclusion and Recommendation

5.1 Summary of Findings

The following are the summary and the findings that I have carefully carried
out in the research completed and collected by questionnaire and
observation. The results are also based on the research questions that
shows the results as;

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Research question One: how to investigate the causes of poor
performance of hotels in Turkana County. The findings show that poor
infrastructure e.g. roads have been the major challenge in the hotels where
have led to poor performance of the establishments located in the area.
Also, insecurity is a challenge found, lack of adequate skills from the
employed staff and improper management of the hotel.

Research question Two: to identify performance in catering

establishment. Where the findings of the question indicate that poor
performance is the main challenge in many catering establishments because
the level of the servicers that the customers get are of poor quality. Where
few people described poor management as a challenge.

Research questions Three: to investigate on the various ways that the

catering establishment can manage the problem of poor performance I the
industry. The outcome results shows that if the establishment can improve
on customer satisfaction as the main aim of the hotel poor performance may
come to an end because the staff will coordinate and teamwork to achieve
the main goal of the establishment. The other feedbacks that got the least of
the percentage are; they should enhance financial management and
employee training programs should be introduced and the last was well
monitoring of the employee performance.

Research question Four: to identify the challenges that the catering

establishment encounter. The findings indicates that poor decision making
among the staff and the workers of the establishments at large led to poor
performance of the establishment. This is because they lack brainstorming
which helps to boost their way of making decisions which can lead to good

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performances. Low productivity service delays and loss of customers or lack
of customers turnup are other challenges.

5.2 Conclusion

This research has revealed that good performance of the catering

establishment can be achieved when there is set goals that should be used
as the guidelines of the establishments. There cannot be problems of lack of
proper management in the areas, in different sectors e.g. housekeeping,
service staff and production staff where they should work as a team to
achieve the set target.

Also, in order to deal with the poor performance of hotels as a catering

establishment good infrastructure should be set up to encourage and boost
the performance because the establishment will be ease to access. There
will be no time wastage on travelling especially to the customers.

Introduction of comment cards and online reviews by customers in different

catering establishments will help- in collecting feedbacks from customers
on their ways of service e.g. either good, perfect or poor which will help the
establishment to plan one which way to improve on and attain a good
performance.

Therefore, in order to eradicate the challenge of poor performance and

should be done to improve the performance of catering establishment in
Turkana County and in the whole country at large.

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5.3 Recommendation

The recommendation given in this research work is absolutely based on the

information collected and gathered from my desk research, personal
observation and interviews done also from the administered questionnaire.
the following are the recommendation for the organization (hospitality);

a) There should be improvements in the areas of customer services, the

way production service is done and this will help to get high profits
and help in expanding the establishment more.
b) There must be set goals and objective to follow and focus on. This will
bring the success of catering industries and hospitality at large.
c) In the area of staff training the establishment should introduce
trainings which should be done twice per month to the staff were
improvement on sale, improvement of services should be main
purpose should be attained regardless of the small challenges.
d) The rate of task independence must be greatly encouraged to give
room for trust among workers.
e) The information systems must also be improved in the departments in
catering establishment in order to be able to get first hand
information in the organization.

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Financial performance in catering sector: A comparative study of
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