DOI: 10.11648/j.ijhtm.20261002.12 ISSN: 2640-1800

Influence of Physio-environmental Factors on Successful of Off-Premises Catering Services Among Selected Hotels in Nairobi

Nicholus Makau, Kevin Serrem, Jacob Kitoto
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Off-premises catering is an increasingly important service extension for hotels, yet its operational success is often challenged by physio-environmental factors, and policy-related constraints. This study examined key physio-environmental factors influencing successful off-premises catering among selected three- and four-star hotels in Nairobi County, Kenya. A mixed methodology study was conducted, with the use of a structured, self-administered questioner and interview schedule, designed to assess the influence of physio-environmental factors on Successful Off-Premises Catering in selected hotels in Nairobi. A total of 501 respondents participated in the study. The study established that, despite hotel establishments putting lots of effort to ensure customer satisfaction, majority of the customer 81.7% (94) were moderately satisfied, with customers citing dissatisfaction in aspects such as inadequate space provision during off premises catering events 27.8% (98), signage to and within event venues 34% (126) and availability of refrigerated transportation during events 36.5% (135). On the other hand, both management and operational staff pursue successful off premises catering though, adequate provision of off premises equipment 95.6% (110), prior familiarization of off premises site to ensure efficiency 89.6% (103) and provision of adequate electrical outlets 81.7% (94). This indicates a significant disparity between the physio-environmental factors that hotels consider important and adequately provided, and those that customers perceive as sufficient to meet their expectations. The study further unveiled, statistical significance between physio environmental factors and successful off premises catering (F=6.726, p=0.011<0.05). Additionally, the study obtained an R 2 = 0.594 impaling that that more than half of the variation in catering success can be attributed to the effects of physio-environmental factors. The study concluded that, off premises caterers, should invest more in market researches so as to fully comprehend what off premises customers prefer.

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