Employee remuneration and customer care in the selected tour and travel companies in Kampala -Uganda
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Date
2018-05
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Kampala International University, College of Economics & Management
Abstract
The study established the relationship between employee remuneration and customer care in the selected Tour and travel companies in Kampala Uganda. Three specific objectives guided this study and these were i) to determine the respondents’ profile in terms of age, gender, level of education, marital status and experience; ii) to examine the level of employee remuneration in the selected Tour and travel companies in
Kampala Uganda; (iii) to investigate the level of customer care in the selected Tour and travel companies in Kampala Uganda; (iv) to establish the impact of employee remuneration on customer care in the selected Tour and travel companies in Kampala Uganda; (v) to identify the challenges hindering remuneration of employees and customer care in the selected Tour and travel companies in Kampala Uganda; (vi) to establish if there is a significant relationship between employee remuneration and customer care in the selected Tour and travel companies in Kampala Uganda. This research employed descriptive research design to describe the variables. The study used a population of 1000 and a sample size of 286. Questionnaires were used for
reaching respondents who were randomly selected to be part of the study and the data collected was organized and analyzed to generate information which came from the research. The findings revealed the following: employee remuneration in selected Tour and travel companies in Kampala Uganda was rated satisfactory, the level of customer care was rated satisfactory, implying that the selected Tour and travel companies in Kampala Uganda do meet their customers’ needs and expectations, and finally the findings indicated findings also indicated a positive and significant relationship between employee remuneration and customer care in selected Tour and travel companies in Kampala Uganda. Still the conclusions were that; the level of level of employee remuneration was rated satisfactory, hence concluding that the selected Tour and travel companies in Kampala Uganda do meet their customers’ needs and expectations, the is a positive and significant relationship between ~employee remuneration and customer care of selected Tour and travel companies in Kampala Uganda. The researcher recommended that; Tour and travel companies should set up more branches as this will make the customers access the services all the time anywhere, the Tour and travel
companies should carry out different workshops aiming at teaching their clients, hence providing them with all the knowledge and skills, the researcher recommends that in order for the Tour and travel companies in improve more on the customers’ feedback, these Tour and travel companies without delay should respond to clients’ problems, suggestions, and complaints in a prompt manner, the staff of the selected Tour and
travel companies in Selected Tour and travel companies in Kampala Uganda should be able to help the customers whenever they experience any problem, and it should be handled in a continuous manner.
Description
A research report presented to the college of economics and management of Kampala international university in partial fulfillment of the requirements for the award of bachelors degree in tourism and hotel management
Keywords
Employee remuneration, Customer care, Tour and travel companies, Kampala