Effect of Website Booking Engine on Performance of Selected Hotels in Nakuru City, Kenya

Abstract

This study examined the relationship between the use of website booking engines and the performance of selected star-rated hotels in Nakuru City, Kenya. Hotel performance in Kenya continues to be affected by operational inefficiencies, booking errors, inventory management challenges, inconsistent service delivery, and reliance on intermediary booking channels. In Nakuru City, these challenges create a need for empirical evidence on whether website booking engines are associated with improved hotel performance. The study was guided by the Technology Acceptance Model and used descriptive and explanatory research designs. The target population comprised employees in 30 star-rated hotels. A quantitative survey targeted 150 respondents from 15 selected hotels, while 10 key informants were purposively selected from five hotels for qualitative interviews. Data were collected using structured questionnaires and interview guides and analysed using descriptive statistics, Pearson correlation, regression analysis, and thematic analysis. Among the 126 returned questionnaires, respondents reported generally high levels of perceived booking-engine functionality and perceived hotel performance. Pearson correlation indicated a strong positive association between website booking-engine use and perceived hotel performance (r = .910, p < .001). The findings suggest that effective booking engines support booking efficiency, direct reservations, revenue generation, and guest experience. The study provides contextual evidence from Nakuru City and recommends investment in integrated booking platforms and staff capacity development, while recognising the need for objective hotel performance data in future studies.