Staff’s Questionnaire on Change management
Name
MMSL 6000 - Dynamic Leadership
2022
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STAFF’S QUESTIONNAIRE.
Dear respondent, I am an undergraduate student undertaking a bachelor’s degree in Bcom and in the marketing
and management department of catholic university of Eastern Africa. I am carrying out a research to find out the
effects of change management on organizational performance. The questionnaire is intended to collect data purely
for academic purposes and all information will be treated with the utmost confidentiality it deserves. Thank you.
Part A: Personal information of the respondent.
1. Gender Male Female
2. Age in years 18-25 26-40 above 40
3. Academic qualifications: Primary Secondary College
University
4. Job title Junior staff Supervisor Manager
5. Duration of employment below 5 years 6-10 years above 10 years
6 .Department Housekeeping Front office Food and beverage
Others, specify……………………………………………….
Part B: Change in Organization.
7. What current changes have been undertaken in the hotel?
………………………………………………………………………………………………………………………
……………………………………………………………………………………..
8. In your opinion what was the cause for the changes?
………………………………………………………………………………………………………………………
……………………………………………………………………………………
9. Please specify whether the change was initiated to solve an existing problem in the hotel?
1. Yes 2. No
10. In your opinion were the change completed on time?
1. Yes 2. No
11. In your opinion, how did the hotel benefit from the changes?
………………………………………………………………………………………………………………………
………………………………………………………………………………………………………………………
……………………
12. Using the scale provided, tick to what extent do you agree that following are areas of change
experienced in your organization?
2
Areas of change Strongly
disagree
1
Disagree
2
Neutral
3
Agree
4
Strongly
agree
5
New technology
Changes in management
Job description
Policy changes
New training programs
New products or services
Opening or expanding a new department.
Restructuring the hotel
Changes in work procedures
Re-branding the hotel
Specify any other……………………………………………………………………………………….
Part C: Resistance to Change.
13. Using the scale provided, tick to indicate the extent to which the following ways of managing
resistance help in improving hotel performance.
Ways of managing resistance. Strongly
disagree
1
Disagree
2
Neutral
3
Agree
4
Strongly
agree
5
Employees are given support to deal with the
change
Change is planned
Open communication about the change
Change is not imposed on employees.
Change is gradual and not instant.
Employees are trained on the new changes
Employees are fully involved in the change
process.
Others, specify …………………………………………………………………………………
Part D: Strategies for Managing Change.
KEY: 1 - Strongly disagree. 2. Disagree. 3. Neutral. 4. Agree. 5. Strongly agree.
14. Using the key above, please circle to what extent do you agree that the following strategies for managing
change improve hotel performance?
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Imposing change on employees 1 2 3 4 5
Employees manage the change 1 2 3 4 5
Changes are consistent with culture of the hotel 1 2 3 4 5
Rewarding employees to implement change 1 2 3 4 5
Others, specify………………………………………………………………………………………………………
Part E: Change Implementation.
Using the scale provided, indicate the extent to which the following aspects of implementing change will help in
improving the hotels performance.
Aspects of implementing change. Strongly
disagree
1
Disagree
2
Neutral
3
Agree
4
Strongly
agree
5
Employees issues are addressed during implementation
Employees are informed when changes are to be
implemented
Employees are aware on the need for change.
Hotel has a plan for change
Open communication during implementation
Employees are trained on the change
Managers demonstrate strong leadership.
Managers collect and analyse feedback
Others specify..............................................................................................................................................................
Part F: Organizational performance.
KEY: 1 - Strongly disagree. 2. Disagree. 3. Neutral. 4. Agree. 5. Strongly agree.
Using the key above, please circle the following dimensions of performance that are experienced in the hotel as a
result of managing change.
Increase in market share 1 2 3 4 5
Reservations efficiency 1 2 3 4 5
Increase average room rate 1 2 3 4 5
Reduced staff turnover 1 2 3 4 5
F&B cost efficiency 1 2 3 4 5
No customer complaints 1 2 3 4 5
APPENDIX II: INTERVIEW SCHEDULE FOR MANAGERS
Dear respondent,
I am an undergraduate student undertaking a bachelor’s degree in hotel and hospitality management in Moi
University. I am carrying out a research to find out the effects of change management on organizational
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performance. The interview schedule is intended to collect data purely for academic purposes and all information
will be treated with the utmost confidentiality it deserves. Thank you.
Part A: Personal information of the respondent.
1. Gender Male Female
2. Age in years 18-25 26-40 above 40
3. Academic qualifications: Primary Secondary College
University
4. Duration of employment below 5 years 6-10 years above 10 years
5 .Department Housekeeping Front office Food and beverage
Others, specify……………………………………………….
Part B: Change in Organization.
6. What current changes have been undertaken in the hotel?
………………………………………………………………………………………………………………………
……………………………………………………………………………………..
7. In your opinion what was the cause for the changes?
………………………………………………………………………………………………………………………
……………………………………………………………………………………
8. Please specify whether the change was initiated to solve an existing problem in the hotel?
1. Yes 2. No
9. In your opinion were the change completed on time?
1. Yes 2. No
10. In your opinion, how did the hotel benefit from the changes?
………………………………………………………………………………………………………………………...
11. In your opinion, what challenges did you face during the change process?
…………………………………………………………………………………….......................................................
.
Part C: Resistance to Change.
12. I n your opinion what was the behavioural reaction to change experienced by the hotel from staff during the
change process?
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………………………………………………………………………………………………………
13. How did the hotel manage the resistance to change?
………………………………………………………………………………………………………
Part D: Strategies for Managing Change.
14. Which approaches did you use to manage the change?
………………………………………………………………………………………………………………………
………………………………………………………………………………………
15. Which was the most successful approach and how did it affect the performance of the hotel?
…………………………………………………………………………………………………….
Part E: Change Implementation.
16. In your opinion what change models has the hotel used during implementation?
………………………………………………………………………………………..
17. Do you have any documentation of the changes and their implementation?
………………………………………………………………………………………………………………………
………………………………………………………………………………………
18. In your opinion what aspects of implementing change will help in improving the hotels performance?
……………………………………………………………………………………………………..
Part F: Organizational performance.
19. In your opinion what dimensions of performance are experienced in the hotel as a result of managing change
effectively?
………………………………………………………………………………………………………………………
………………………………………………………………………………………
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