http://ir.mu.ac.ke:8080/jspui/handle/123456789/48 2026-07-14T03:33:19Z 2026-07-14T03:33:19Z Luseno, Nassiuma Purity http://ir.mu.ac.ke:8080/jspui/handle/123456789/10207 2026-06-15T07:45:05Z 2025-01-01T00:00:00Z

Title: Learning designs and entrepreneurial intentions of Undergraduate Tourism Students in selected Kenyan Universities Authors: Luseno, Nassiuma Purity Abstract: Entrepreneurship is a key driver of economic development, and higher education plays an important role in preparing students with the skills and mind set needed to pursue entrepreneurial careers. However, limited research exists on how tourism education, especially its learning approaches such as tasks, resources, and support, influences students’ entrepreneurial intentions. This gap is more pronounced in developing countries, where tourism holds great economic potential. The study addresses this gap by examining how tourism education influences the entrepreneurial intentions of undergraduate students in selected Kenyan universities. The specific objectives were to examine the influence of learning tasks on the entrepreneurial intention of tourism student’s, to examine the influence of access to learning resources on the entrepreneurial intention of tourism students and to examine the influence of learning support on the entrepreneurial intention of tourism students. The theoretical framework was based on the Learning Design Framework and Entrepreneurial Event Model (EEM). The study was grounded in the positivist philosophy and employed explanatory research design. The target population included 164 fourth-year tourism students from four Kenyan universities offering tourism programs. A sample of 113 students was drawn from this population using a formula-based method to ensure a representative group for the study. Simple random sampling technique was used to select the participants in the study. Data were collected through questionnaires. Multiple linear regression was used to analyze the data. The regression models had a coefficient of determination R2 of .554 indicating that 55.4% variation in learning designs was explained by entrepreneurial intention. The findings indicated that there was a positive significant influence of learning tasks (β1=0.422, p=0.001) and learning resources (β2=0.332, p=0.001) designs on entrepreneurial intention. Learning support (β3=0.184, p=0.006) had a negative but significant influence on entrepreneurial intention. The study concludes that learning tasks, resources and support all influence entrepreneurial intentions of tourism students. The study recommended that universities improve learning tasks by making them clear, structured, and closely aligned with entrepreneurial goals; enhance learning resources by providing up-to- date, practical materials and tools that support entrepreneurial skill development; and rethink learning support strategies to ensure they offer personalized, empowering guidance that fosters student independence and confidence in pursuing entrepreneurship

2025-01-01T00:00:00Z Nyamai, Kevin Mutie http://ir.mu.ac.ke:8080/jspui/handle/123456789/10189 2026-06-12T06:40:42Z 2025-01-01T00:00:00Z

Title: Triple bottom line impacts of cruise tourism on coastal destination diversification in Mombasa county Authors: Nyamai, Kevin Mutie Abstract: Coastal destination diversification involves expanding tourism offerings beyond traditional beach activities to attract a wider range of visitors and reduce reliance on single-product tourism. This involved developing new attractions, activities and infrastructure that cater to diverse interests and demographics, helping destinations become more resilient to changes in demand and economic fluctuations. The cruise tourism industry in Mombasa county has evolved from small-scale, luxury adventures for the affluent to large scale, all-inclusive resort experiences. However, the economic contribution of cruise passengers’ expenditure in destination ports has been lower compared to environmental and social impacts due to limited destination diversification. Hence, the purpose of this study was to determine the triple bottom line impact of cruise tourism on coastal destination diversification in Mombasa County. The specific objectives were to; establish to determine the influence of economic, environmental and social impacts of cruise tourism on coastal destination diversification. The study was anchored on Sustainable Development Theory. The study adopted an explanatory and descriptive research designs. The target population was 4569 respondents comprising of 3340 local community, 430 tour operators, 39 tourism officers and 760 tourists. A sample size of 489 respondents used. Stratified simple random sampling was used to select 357 community members with sub-county being the stratum. Purposive sampling was used to select 43 tour operators, 13 tourist officers and 76 tourists. Questionnaires and interview guide were used to collect data that was analysed using multiple linear regression and thematic analysis respectively. The results indicated that 67.3% (R 2 =0.673) of the variation in coastal tourism destination diversification was explained by triple bottom line impact of cruise tourism. The β coefficients indicated that there was a positive significant influence of economic (β 1 =0.337, p=0.001), environmental (β 2 =0.002, p=0.001) as well as social impact (β 3 =0.375, p=0.001) and coastal tourism destination diversification in Mombasa County. The study concluded that economic, environmental and social impacts of cruise tourism had a significant influence on coastal tourism destination diversification. The coastal businesses have benefited from cruise passenger. The cruise passenger propensity to visit attractions depend on tour guides, marketing brochures and access to public and hired transportation to travel. This study recommends collaboration among the local businesses to promote attractive onshore activities. The county government of Mombasa and Ministry of Tourism and Wildlife should develop robust policy guidelines and toolkits for measuring and tracking the economic, environmental, and social impacts of cruise tourism on the local community. This data will drive better decision-making based on triple bottom line approach and help align cruise tourism strategies with the needs of local communities as a result of destination diversification.

2025-01-01T00:00:00Z Warui, Lewis Mugo http://ir.mu.ac.ke:8080/jspui/handle/123456789/10186 2026-06-12T06:26:18Z 2025-01-01T00:00:00Z

Title: Quality of outsourced cleaning services and customer satisfaction in selected safaricom call centres in Nairobi city and Kiambu counties, Kenya Authors: Warui, Lewis Mugo Abstract: To reduce costs and focus on core functions, companies increasingly outsource non- core services, such as cleaning. This strategy aims to enhance efficiency, employee satisfaction, and overall productivity. However, maintaining consistent and high-quality service remains a major challenge. This study assessed the perceived effects of outsourced cleaning service quality on customer satisfaction in selected Safaricom PLC call centres in Nairobi City and Kiambu Counties, Kenya. Specifically, the study examined the influence of employee attributes, service professionalism, and the physical environment on customer satisfaction. The study was guided by the SERVQUAL model, Haywood-Farmer’s (1988) service quality framework, and Expectancy Disconfirmation Theory. A descriptive survey design was employed, targeting 1,170 full-time call centre staff in the two counties. The call centres were purposively selected and stratified, and simple random sampling were used to obtain a disproportionate sample of 300 respondents. Data were collected through standardized questionnaires administered via SurveyMonkey, cleaned, and analyzed using descriptive and inferential statistics, including multiple linear regression. Findings showed that service professionalism had the greatest impact on customer satisfaction (mean = 4.45), followed by physical facilities (4.38) and employee attributes (4.34). The SERVQUAL dimensions collectively accounted for 80.2% of the variance in customer satisfaction. The study concluded that vendors must be guided on maintaining service consistency and hiring qualified cleaners. New cleaners should be sensitized to quality expectations and process flow to ensure service excellence from the outset. Employees valued the services and recognized their impact on the work environment. It was recommended that the organization strengthen monitoring and evaluation during the first three months of contracting to ensure service quality and compliance with performance standards. Future research may explore the role of management in supporting vendors and the potential benefits of limiting vendor service scope to improve accountability and quality.

2025-01-01T00:00:00Z Sundys, Chriselda http://ir.mu.ac.ke:8080/jspui/handle/123456789/10031 2026-01-19T07:43:22Z 2025-01-01T00:00:00Z

Title: Influence of logistic capabilities on the performance of event management firms in Nairobi County, Kenya Authors: Sundys, Chriselda Abstract: The event management industry is vital to Kenya’s service sector, especially in Nairobi County, where weddings, conferences, corporate activations, and public events generate substantial demand for coordinated services. As competition grows, firms rely heavily on logistics to deliver quality services timely vendor coordination, equipment movement, venue setup/teardown, and just-in-time information sharing. However, little research has examined how logistics capabilities affect firm performance in Kenya, leaving managers with limited evidence to guide investments in systems, skills, and processes. This study examines how logistics capabilities shape the performance of event management firms in Nairobi County. The specific objectives were to assess the effects of logistics innovation, logistics service quality, logistics information integration, and operational capabilities on firm performance in Nairobi County. This study was guided by the dynamic capabilities framework and the resource-based view theory, which together emphasize how firms sense opportunities, reconfigure resources, and deploy distinctive capabilities to achieve superior performance. The study employed explanatory and descriptive research designs to both characterize current practice and model cause–effect relationships between logistics capabilities and firm outcomes. The target population comprised 411 registered event management firms, out of which 203 event managers formed the sample size. Data was obtained using questionnaires geared to capture capability maturity and perceived performance, and systematic random sampling was used to select respondents to enhance representativeness while minimizing selection bias. Regression results indicated strong explanatory power: innovation (R2 = 0.504; β = 0.451), service (R2 = 0.385; β = 0.267), and information integration (R2 = 0.485; β = 0.707) showed positive, statistically significant effects, while operational capability (R2 = 0.969; β = 0.127) was significant as an independent variable, but was comparatively weaker and not consistently robust in the combined model (β = 0.085). Information integration capability exhibits the most substantial impact on firm performance, emphasizing the centrality of efficient information management processes such as real-time coordination, interoperable tools, and accurate data sharing across partners. Innovation and service capabilities also contribute significantly by enabling new solutions, personalization, reliability, and rapid problem solving; whereas operational capability, despite its significance in routine execution, exerts a comparatively lesser influence without complementary information and service enhancements. The study concludes that logistic capabilities have a significant positive effect on the performance of event management firms in Nairobi County. Limitations include the cross-sectional, self-reported design and a focus on Nairobi County; future studies should employ longitudinal or mixed-method approaches, incorporate objective performance metrics, and test generalizability across counties and market segments. The study recommends that event management firms prioritize information integration and innovation, supported by advanced systems and a culture of creativity. Additionally, they should enhance service delivery through personalization, and improve operational efficiency across all capabilities to sustain competitive advantage and consistently meet client expectations in a fast-moving market.

2025-01-01T00:00:00Z