A Service Quality and Customer Satisfaction: A Case Study of Hotel Africana Kampala.
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Date
2013-06
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Kampala International University, College of Economics and Management Sciences
Abstract
The study examined the relationship between service quality and customer satisfaction of •
hotel Africana and the total population of 30 which was obtained using simple random
sampling. The study was random quantitative since the major findings from field were
descriptively presented through the use of tables for easy understanding and
interpretation.
I distributed three research questioners' and three objectives which included ; what is the
various dimensions service quality in hotel Africana., what is the level of service quality
in hotel Africana, i:vhat is the relationship between service quality and customer
satisfaction in hotel Africana , to establish the various dimensions of service quality in
hotel Africana, to assess the level of service quality in hotel Africana,, to determine the
relationship between service quality and customer satisfaction. Using across sectional
survey design in which the survey questionnaire were used to collect the required data
The study was able to make the following findings. The female gender the highest with
66.7%, and 33.3 male, the respondents age the highest were less than 30 having 46% of .
the respondents
The research findings revealed that servi_ce quality is very important in expanding hotel
Africana as indicated by 40% of the responded leading service are available and
dependent . The researcher also revealed that there is close relationship between service
quality and customer satisfaction in hotel Africana. The research also found out that great
percentage of respondent 40% appreciates knowledge of management of improvement on
service quality.
The researcher recommended the following to realize that in order to avoid poor service
quality Management should make good planning of their activities in order to avoid over
working of employees leading to poor service quality and the long run of customer
dissatisfaction.
There should be an effective examination of each individual needs. People should not be
looked up in wholesome
In order to improve on service quality, employees should be appreciated for the work
they have done.
Description
A research report submitted to the College of Applied Economics and Management Sciences in the Partial
Fulfillment of the Requirement for the Award of Bachelors Degree in Tourism and Hotel Management of Kampala International University.
Keywords
Service Quality, Customer Satisfaction, Hotel Africana Kampala