Browsing by Author "Bitijuma Byuma"

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    Service Quality and Customer Satisfaction: A Case Study in the Hospitality Industry
    (Uganda Christian University, 2024-09-18) Bitijuma Byuma
    The study examined the relationship between service quality and customer satisfaction of Kampala Nile Resort Hotel and the total population of 50 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 research questionnaires and three objectives which included; what is the various dimensions of service quality in Kampala Nile Resort Hotel. what is the level of service quality in Kampala Nile Resort Hotel, what is the relationship between service quality and customer satisfaction in Kampala Nile Resort Hotel to establish the various dimensions of service quality in Kampala Nile Resort Hotel, to assess the level of service quality in Kampala Nile Resort Hotel, to determine the relationship between service quality and customer satisfaction? Using across sectional survey design in which the survey questionnaires were used to collect the required data The study was able to make the following findings. The female genders are 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 service quality is very important in expanding Kampala Nile Resort Hotel 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 Kampala Nile Resort Hotel. 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.