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|Title:||The impact of customer satisfaction on the Development of the Hotel Industry in Kampala: A case study of Serena Hotel|
|Publisher:||Kampala International University, College of Economics and Management Sciences .|
|Abstract:||The purpose of the study was to assess the impact of customer satisfaction on the development of the hotel industry in Uganda. The objectives of the study were to identify the various forms of Customer satisfaction mechanisms being used in the hotel industry, to evaluate the ways through which Customer satisfaction affects the development of the hotel industry and to examine the constraints to effective Customer satisfaction in the hotel industry. The study was conducted using a Cross-sectional research design; this is because the researcher intends to involve a variety of respondents with knowledgeable information concerning the impact of customer satisfaction on the development of the hotel industry. Quantitative measures was employed through the use of questionnaires to capture numerical data. On the other hand, the researcher will employ the use of qualitative methods to obtain non numeric data since it was more detailed compared to the quantitative methods. From the findings, the majority of the respondents agreed that there is suggestion Box service as a form of Customer Satisfaction Mechanisms with a mean of 2.78 although some of the respondents had different views as shown by the standard deviation of 1.542. There is customer feedback with a mean of 4.00. However; some of the respondents had different views as shown by the standard deviation value of 1.355. Effective service delivery leads to Customer Satisfaction Mechanisms with a mean of 3.88 and some respondents, however, had different views as shown by the standard deviation of 1.136, Notification services increases customer satisfaction shown by a mean of 122 and standard deviation of 1.433. From the above findings, it was concluded that the effect of customer satisfaction in the hotel industry in Uganda is real as it is in the global hotel industry. As Uganda strives to be an industrialized nation by 2030, growth and development of the hotel industry cannot be underestimated as it is seen to contribute to this realization. The study recommends further studies to be carried out on the determinants of customer satisfaction in hotels.|
|Description:||A research report submitted to the College of Economics and Management Department of Leisure and Hospitality in Partial Fulfillment of the Requirements for the Award of a Degree in Tourism and Hotel Management of Kampala International University.|
|Appears in Collections:||Bachelor of Tourism and Hotel Management|
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