The perceived role of employees incentives on service delivery in the tourism sector: Towards sustainable service delivery in 3-5 star rated hotels in Nakuru County
Margaret Wanjiru Njeru, Dr. Beatrice Imbaya, Hellen Ipara
Employees of any service industry form the service delivery team. This means that anything that affects them should be of great concern to the management of the firm. It is imperative for management to always ensure that the employees are well motivated to enhance the quality of their service delivery systems. The study sought to find the perceived role of employees’ incentives on service delivery of employees in the hotel industry. The study was anchored on Maslow’s Hierarchy of Needs Theory. The study employed descriptive research design. Purposive sampling was used to select seven hotels while simple random sampling was used to draw a sample of 196 respondents. Questionnaires were used to collect data. Data was analyzed using descriptive statistics and presented in form of tables. Correlation co-efficient was used to ascertain the correlation between incentives and service delivery. The major findings indicated that the major non-financial incentives on service delivery included: Recognition at work (36%), and training on the job (33.3%), while major financial incentives were pension schemes(33.3%) and uniforms(33.3%).The financial and non financial incentives influenced a positive working environment (63.3%, 50.7%), and motivated employees to work (44.7%, 50.7%) respectively. Correlation results revealed a significant positive relationship (r=0.675; P=0.013) between financial incentives and service delivery. Similarly, significant positive relationship (r=0.645; P=0.013) between non-financial incentives and service delivery. The study concluded that both financial and non-financial incentives contribute to service delivery significantly. The study recommends that both financial and non-financial incentives should be provided adequately in the hotels for maximum service delivery.