MARKING SCHEME

DEPARTMENT OF HOTEL AND HOSPITALITY MANAGEMENT

2019/2020 ACADEMIC YEAR MAIN EXAMINATIONS; TOWN CAMPUS
MANAGEMENT INFORMATION SYSTEM. MHM 805
INSTRUCTIONS TO CANDIDATES

SECTION A. (60 MARKS) ANSWER ALL QUESTIONS IN THIS SECTION

QUESTION ONE

a) Discuss various components of MIS and justify why the hospitality industry needs this system
(10Marks)
- Executives
- Hardware
- Software
- Organizational procedures
- Databases

QUESTION TWO

a) Using an illustration describe three major levels of users of information system in hotels citing
three types of personnel in each level 10Marks)

Stra
tegi
c
Ma
nag
em
Tactical
ent
Management

Operational Management

- Decision Support Systems (DSS)

- Management Information System (MIS)
- Transaction Processing Systems (TPS)
QUESTION THREE

a) Discuss how various theories in MIS impact the performance of hospitality organizations (8 marks)
- Cognitive fit theory
- Cognitive dissonance theory
- Task technology theory
- Socio-technical theory
 - Competitive strategy

b) Discuss six (6) classes of information systems that support different levels in a hotel
(12Marks)
- Operations support system
- Transaction processing systems (TPS)
- Process Control System
- Enterprise Collaboration System
- Management Support System

QUESTION FOUR

a) Enumerate five threats of information system (10 Marks)

- Computer viruses
- Unauthorized access
- Data loss
- Biometric identification
-
b) Discuss how you as a manager would recommend prevention of computer crimes in your hotel
(10Marks)
- Better training
- Better controls
- Limit user so they can’t do anything except their job
- Supervise users closely and enforce rules to check browser history file
- Antivirus programs
SECTION B (40 MARKS) ANSWER QUESTION FIVE (5) AND ANY ONE (1) OTHER QUESTION IN THIS
SECTION

QUESTION FIVE

a) Hotel Palavi a four-star hotel in Mombasa county has been operating as a market leader in the
region for a long time. However, in the last six months their die hard customers seem to have
located a new hotel a few kilometers away. You have been identified for consultation on how to
avert this problem before it is too late. Prepare a report underscoring players who determine the
degree of attractiveness and how to deal with competitive forces by use of information system
strategies (20 Marks)
- Dealing with competitive forces
 Low – cost Leadership
 Product differentiation
 Mass Customization
 Strengthen Customer and Supplier Intimacy
 Supplier
  Customer
 Create New Products or Services
 First mover
 Enhance Products or services
 Establish Alliances

QUESTION SIX

a) Discuss in detail Micheal Porter’S competitive and differentiation advantages in relation to the
hospitality sector (20 Marks)
- Based on porter’s model, the degree of attractiveness of the industry is determined by
five players which have an impact on the economic values created by the company;
 The intensity of rivalry among existing competitors (Traditional competitors)
 The threat of potential market entrants (New Market Entrants)
 The threat of substitutes (Substitute Products and Services)
 The bargaining power of buyers (customers)
 The bargaining power of suppliers (Suppliers)
QUESTION SEVEN

a) Discuss emerging issues in management information systems (10 Marks)

- Cloud computing
- Mobile applications
- Artificial intelligence
- Smart technology
- Automation
- Big data analytics
- Virtual reality
b) Outline ways in which hospitality industry players can guarantee effective information security
(10 Marks)
- Preventing the unauthorized or systems from accessing the information
- Maintaining and assuring the accuracy and consistency of data over its entire life –
cycle
- Ensuring that the computing systems, the security controls used to protect it and the
communication channels used to access it.
- Ensuring that the data, transaction, communications or documents are genuine
- Ensuring the integrity of a transaction by validating that both parties involved are
genuine, by incorporating authentication features such as “digital signature”
- Ensuring that once a transaction takes place, none of the parties can deny it, either
having received a transaction, or having sent a transaction. This is called “non –
repudiation”
- Safeguarding data and communications stored and shared in network systems
 END
GOOD LUCK