INFLUENCE OF INTERPERSONAL SKILLS ON SERVICE QUALITY OF HOTELS IN KISII COUNTY, KENYA
INFLUENCE OF INTERPERSONAL SKILLS ON SERVICE QUALITY OF HOTELS IN KISII COUNTY, KENYA
Minyiega B. Varelian - School of Business and Economics, Jaramogi Oginga Odinga University of Science and Technology, Kenya
Dr. Arvin Lucy Onditi - School of Business and Economics, Jaramogi Oginga Odinga University of Science and Technology, Kenya
Dr. Michael Nyagol - School of Business and Economics, Jaramogi Oginga Odinga University of Science and Technology, Kenya
ABSTRACT
The hospitality industry plays a crucial role in promoting tourism and driving economic growth, with service quality serving as a key determinant of customer satisfaction and business success. Interpersonal skills are essential for achieving service excellence since they influence employee and customer interactions and the overall service experience. This study aimed to establish the influence of interpersonal skills, as a key component of soft skills, on the service quality of hotels in Kisii County, Kenya. A convergent mixed-method research design was adopted to capture both quantitative and qualitative perspectives. The target population consisted of 761 employees from classified hotels in Kisii County, with the sample size determined using the Yamane formula for representativeness. Additionally, two Trade Development Officers from the Kenya Tourism Board and one Director of Trade, Tourism, Industry, and Marketing in the County were purposively selected as key informants. Data were collected through structured questionnaires and interview schedules, with quantitative data analyzed using descriptive and inferential statistics and qualitative data analyzed thematically. The reliability of instruments was confirmed through the Cronbach Alpha test, which produced coefficients above 0.70. Findings revealed mean scores ranging from 3.5944 to 4.9288, indicating a strong positive perception of the influence of interpersonal skills on service quality. Results further showed a strong, positive, and significant correlation between interpersonal skills and service quality (r = .654**, p < 0.01). The study concluded that effective communication, teamwork, problem-solving, and professionalism among employees significantly enhance service quality in hotels, though variations existed in friendliness and complaint-handling effectiveness. The study recommends that hotel management should promote continuous training, workshops, and mentoring programs focused on improving interpersonal skills such as teamwork, communication, and conflict resolution to ensure consistent delivery of high-quality services and customer satisfaction in Kisii County hotels.
