The Influence of Information Communication Technology on the Performance of Rated Hotels in Uasin Gishu County, Kenya

Abstract

Rated hotels and in general hospitality industry has grown increasingly competitive, making it important for hotels to understand how strategic planning, information technology, and customer relationship management influence their performance. This study determines the influence of information communication technology on the performance of rated hotels in Uasin Gishu County, Kenya.The Guiding theory Dynamic Capabilities theory. A mixed-method research design was applied, drawing data from a census of 144 employees working in various managerial positions within rated hotels in the county. Data were collected by means of structured questionnaires whereas piloting done in Trans Nzoia County to enhance the instrument’s reliability. Qualitative together with quantitative analytical techniques were applied. The study adopted an explanatory sequential mixed-methods design. Quantitative data were collected using structured questionnaires, while qualitative data were obtained through semi-structured interviews to explain the quantitative findings. Descriptive statistics summarized the views of respondents, while there was utilization of Pearson’s correlation besides multiple regression analysis were used. Results showed that ICT (Mean = 3.84, SD = 0.88) was found to be widely applied across the sampled hotels. Pearson correlation analysis revealed a strong positive relationship between ICT and hotel performance (r = 0.703, p < 0.001). Regression analysis further showed that ICT had a positive and statistically significant effect on hotel performance (β = 0.341, p < 0.001), indicating that greater adoption of ICT improves the performance of rated hotels. The qualitative findings supported the quantitative results by showing that ICT enhanced service delivery, operational efficiency, communication, and customer satisfaction. The study concludes that ICT is a strategic resource that enhances the performance of rated hotels. The findings recommend continued investment in digital technologies to improve operational efficiency, customer experience, and long-term competitiveness. The study concludes that hotels that consistently apply or embrace ICT solutions.