EFFECT OF SUCCESSION PLANNING ON THE COMPETITIVE ADVANTAGE, OPERATIONAL EFFICIENCY, CUSTOMER SATISFACTION AND REPUTATION AMONG FIVE STAR HOTELS IN KENYA
Dr. Argata Guracha Guyo
Dr. Meraj Inamdar
ABSTRACT
The competitive landscape among five-star hotels in Kenya faces multifaceted challenges and opportunities, necessitating a nuanced examination of various factors influencing competitiveness. Firstly, the absence or inefficiency of succession planning within these establishments poses a significant threat to their competitive edge. The objective of this study was to examine the effect of succession planning on the competitive advantage, operational efficiency, customer satisfaction and reputation among five star hotels in Kenya. This study was guided by Leadership Continuity Theory. This study utilized a sequential explanatory mixed-methods approach, guided by Saunders’ research onion and a positivist philosophy, to examine the impact of sustainable business practices, environmental responsibility, and social duties on the competitiveness of five-star hotels in Nairobi, Kenya. Quantitative data from 384 hotel staff and 25 senior managers, selected through stratified random sampling, were analyzed using regression models, while qualitative data from interviews and focus groups were thematically analyzed to explore perceptions and challenges. Instrument validity was ensured via expert reviews and factor analysis, with reliability confirmed by Cronbach’s alpha (≥0.7) and member checking, providing actionable insights for enhancing hotel competitiveness through sustainability. The study revealed that succession planning significantly enhance the competitive nature, operational efficiency, customer satisfaction, and reputation of five-star hotels in Nairobi, Kenya. The study showed that structured succession planning ensures leadership continuity, innovative technologies improve service delivery, and employee well-being programs boost morale and service quality.