Nationality Diversity and Organizational Performance of Star-Rated Hotels in Coastal Region, Kenya
Dedan Oduor Omutho
*
Department of Business Administration, Garissa University, Garissa, Kenya.
Peter S. Butali
Department of Business Administration, Garissa University, Garissa, Kenya.
Julius M. Huho
Department of Arts and Social Sciences, Garissa University, Garissa, Kenya.
Samuel Nyambega Nyangau
Department of Business Administration, Garissa University, Garissa, Kenya.
*Author to whom correspondence should be addressed.
Abstract
This study examined influence of nationality diversity on the organizational performance of star-rated hotels in the Coastal Region. Guided by Social Identity Theory, the research used a pragmatic mixed-methods approach. The study population comprised 421 employees and 13 operational managers across 11 selected hotels in Mombasa, Kilifi and Kwale counties. A planned sample of 201 employees was selected proportionately across hotels, and 197 questionnaires were returned (98.01%); 13 operational managers were purposively selected as key informants. Descriptive statistics, Pearson correlation and simple linear regression were reported alongside interview evidence. On a four-point response scale, the unweighted average of five questionnaire-item means concerning perceived contributions of nationality diversity was 3.552. Employee-reported scores for this construct were positively associated with their organisational performance scores (r = .713, R² = .508; unadjusted F(1, 195) = 201.403, p < .001; B = 0.870). Managers described opportunities for knowledge exchange, multilingual service and adaptation to guest preferences, while acknowledging communication challenges. These associations should be interpreted cautiously: the predictor measured perceptions rather than observed nationality composition, self-report items may overlap, and the reported model does not account for within-hotel clustering. The findings identify a positive pattern of employee perceptions and suggest that inclusive intercultural practices warrant further investigation with objective diversity and hotel-performance measures.
Keywords: Nationality diversity, employee perceptions, organisational performance, hospitality, mixed methods, coastal Kenya