The impact of customer satisfaction on the Development of the Hotel Industry in Kampala: A case study of Serena Hotel
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Date
2018-09
Authors
Journal Title
Journal ISSN
Volume Title
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.
Keywords
Hotel Industry, Customers, Satisfaction, Impact, Serena Hotel, Kampala Uganda