Browsing by Author "Njue John Munyi"

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    Influence of biometric technology utilization on rated hotel operational performance in Nairobi Kenya
    (Chuka University, 2024) Njue John Munyi
    Biometric technology is one of such innovation that has been integrated into hotel property systems for use by employees and guests. Previous studies have primarily focused on the rate and readiness of hotel industry to adopt biometric which represents the adoption phase of this technology. However, very few studies have been conducted on the post installation impacts of biometric technology. This study therefore aimed at determining the impacts of biometric technology utilization on achievement of organizational goals and its overall effect on hotel operational performance. It particularly evaluated the performance of security processes, reservation processes, and room access. The study employed UTAUT2 and Balanced Score Card theories. A descriptive cross-sectional research design was used, targeting 7,367 respondents in star-rated hotels in Nairobi. Stratified and random sampling techniques were employed to select a sample of 243 guests and 122 employees. Primary data was collected using a structured questionnaire designed with a Likert scale. The reliability coefficients for the research instruments were α = 0.927 for employees and α = 0.815 for guests. Data analysis was conducted using SPSS (version 23) software. Exploratory factor analysis and Multiple Linear Regression were used to analyse the relationship between biometric technology utilization and hotel operational performance, with significance levels sought at α≤ 0.05. The response rate of the instruments was 85.25% and 81.49% for employee and guest respectively. Overall reliability of the data using Cronbach alpha was 0.927 and 0.815 for the employees and guest respectively. The factor analysis scores indicated 3 components: component 1 belong to security process, component 2, room access and component 3 reservation process. In objective 1, the regression scores of the model fit were (R2= 0.831, F= 96.651, p<0.001) for the employee and (Adjusted R2= 0.371, F= 30.084, p<.001) for the guest. The scores for the predictor variables for employees were: hotel access (β= 0.341, t= 4.643, p<0.001); control access (β= -0.226, t= -2.405, p= 0.018) and surveillance system CCTV (β= 0.629, t= 8.103, p<0.001). while for the guest was (β= 0.298, t= 4.994, p<0.001). In objective 2, the regression score for the predictor variable were (adjusted R2=0.915, F= 174.120, p<0.001) for employee and (Adjusted R2= 0.371, F= 30.084, p<0.001) for the guest. The variables that were significant from employee perspective were: identification check (β=0.239, t= 6.648, p<0.001), digital keys usage (β= -0.958, t= 0.469, p<0.001), entering information (β= 0.575, t= 4.295, p<0.001) security purposes (β= 0.823, t= 17.195, p<0.001). Hotel access (β= 0.298, t= 4.994, p< 0.001) was the only variable factor from guest side. In objective 3, the regression score for the predictor variable from employee was (R2 adjusted= 0.815, F= 109.328, p= 0.000) and (Adjusted R2= 0.321, F= 16.552, p<0.001) from guest. The variables that emerged significant from employee side were: rooms access (β= -0.219, t= -2.834, p=0.006), safe access (β= 1.562, t= 10.138, p<.001), and room lighting control (β= 0.799, t= 7.268, p<.001). The variables that were significant from guest were: use of biometric technology to check-in (β=-0.184, t= -2.565, p=0.011); use of biometric technology to enter details (β=0.465, t= 4.831 p<0.001) and securing data at reservation if biometric technology is used (β= 0.291, t= 4.045, p<0.001). The results indicated that both guest and employee usage of biometric technology in security processes had the highest effect, followed by room access usage and lastly reservation process. It was concluded that guest still prefer personal interaction at the reservation desk. Given Nairobi’s status as a smart city and its holds smart hotels, it was recommended that hotel should install and utilise biometric technology but have a continuance monitoring of the utilization in order to realise the intended installation reason.