TITLE OF THE PROJECT: THE IMPACT OF QUALITY CONTROL METHODS ON

EMPLOYEE PERFOMANCE WITHIN THE HOSPITALITY INDUSTRY IN

TRANS-NZOA COUNTY

PRESENTER: CHEMTAI LILIAN BOIYO

INDEX NO: 5341010830

COURSE CODE: 534/101

PAPER NO:

NAME OF THE INSTITUTION: RIFT Valley Technical Training Institute

SUPERVISOR: Gladys Yatich

SUBMITTED TO: Kenya National Examination COUNCIL

SERIS: JULY 2023

 ABSTRACT
This study investigated the effect of quality control methods practices on the employee
performance of hotel industry in Kenya as well as the extent to which these quality control
practices are implemented in these firms. The study was based on two theories, that is,
Deming’s theory of Total Quality Management and the Reliability Theory by Rausand and
Hoyland. To achieve the objectives of the study, a descriptive survey design was used. The
target population comprised hotels in Eldoret town in Kenya. Primary data, which was
collected using a semi- structured questionnaire, was used. Descriptive statistics was used
to analyze the data. The study established that there is a statistically significant relationship
between quality control practices and organizational employee performance of hotel
industries in Kenya. It ranked the quality control practices adopted by hospitality firms and
discussed the implications thereof. Leadership commitment was found to be the most
influential quality control practice, followed by operational Quality Management. These
were followed by Employee Relations, Customer Focus and Process Management in that
order. It further revealed that assuming all other independent variables are at zero, a 1%
increase in use of quality control practices leads to improved performance of employees in
hotel firms. From the study, it was established that up to 72% of the variation in
organizational performance can be accounted for by the variation in the quality control
practices discussed, with the remaining 28% being accounted for by other factors not in the
model or by chance variation. Finally, the study established that increased performance,
enhanced sales, increased market competitiveness and acquisition of a bigger market share,
enhanced service delivery in the company and increased retention as a result of customer
satisfaction were all outcomes of using quality control practices. The study therefore
recommended that hospitality firms should benchmark to borrow the best quality control
practices and source for new quality management systems so as to enhance organizational
performance. It also recommended further studies to be done on the quality control
practices and the organizational performance for the entire hospitality industry.