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Title: A Service Quality and Customer Satisfaction: A Case Study of Hotel Africana Kampala.
Authors: Atugonza, Benjamin
Keywords: Service Quality
Customer Satisfaction
Hotel Africana Kampala
Issue Date: Jun-2013
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.
Appears in Collections:Bachelor of Tourism and Hotel Management

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