| dc.description.abstract | Competition among the hospitality firms has intensified and the players in this industry are
struggling to attract customers. As a result, they have been forced to initiate innovative ways
of surviving. One of the strategies they have adopted is information technology. Investment
in technology can help improve the performance of the hospitality industry. This study aimed
to establish the effect of information communication technology on the financial performance
of hospitality firms in Kenya. The specific focus was to establish the effect of e-marketing, etransactions
platforms, customer relationship management systems and financial management
systems on the financial performance of hospitality firms in Kenya. The study adopted the
Technology Acceptance Model, Transaction Cost Theory and the Resource-Based Theory in
providing a theoretical anchor to the study. An explanatory research design was adopted and
the target population of the study was 79 hotels classified as level 4- and 5-star hotels in
Kenya. A census was conducted on the 79 hotels. The target respondents were finance and
Information Technology managers from the hotels. A questionnaire containing closed ended
questions was adopted for this study. The quantitative data collected was analyzed through
descriptive and inferential statistics. The study established that adoption of information
communication technology, that is Financial Management Systems, E-Customer Relationship
Management, E-transactions and E-marketing has a positive and significant effect on
financial performance of level 4- and 5-star hotels in Kenya. This led to the recommendations
that the management of hotels in Kenya, both level 4, 5 and others to aggressively invest in emarketing
practices such as Facebook, Instagram, twitter, LinkedIn, mobile apps and
websites if they intend to significantly improve their financial performance ; aggressively
invest in adoption of e-transactions practices such as credit cards, debit cards, pay pal, mobile
payment services and master cards in order to significantly boost their financial performance
; invest in adoption of e-customer relationship management practices such as online call
centers to handle complains, social platforms to handle complains, online room bookings,
online book confirmation in order to realize a significant improvement in their financial
performance and also invest in adoption of financial management systems such as electronic
forensic analysis, accounting packages to manage accounts, internal control systems so as to
have a significant improvement in their financial performance. | en_US |
