Bachelor of Tourism and Hospitality Management

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https://scholar.ucu.ac.ug/handle/20.500.12311/83

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Employee Incentives and Job Satisfaction in a 4-star Rated Hotel in Kampala Metropolitan
(Uganda Christian Christian, 2026-03-17) Doreen Nagasha
Job satisfaction among employees is a very important factor that determines quality service delivery, productivity and employee retention in the hospitality industry. However, even with the introduction of numerous motivational techniques, many of the hotels in Uganda complain about the consistently high rates of employee satisfaction. Based on this, this study evaluated the effects of employee rewards on job satisfaction of employees who work in a sample of four-star hotels that are situated in the Kampala Metropolitan region. The aims of the research were to define the group of incentive practices used by these hotels, assess their role in job satisfaction among the employees, and explain the correlation between employee incentives and job satisfaction, on the whole. The descriptive cross-sectional research design was used including a mixed-method approach. Structured questionnaires were used to collect data by means of conducting the questionnaires to the employees of the hotel and semi-structured interviews were conducted with the chosen management staff. The research used 254 employee survey questionnaires and 12 interviews with managers with a response rate of about 92. Statistical analysis was done on quantitative data and thematic analysis on qualitative data. The findings have shown that job satisfaction is greatly influenced by employee incentives. Non-financial rewards like recognition and appreciation had a bigger influence on job satisfaction as compared to purely financial rewards although the latter had a significant share. It is concluded in the study that well-design incentive systems increase employee satisfaction and recommends that the recognitions programs be reinforced, that there be fair allocation of incentives and that career development prospects within the hotel industry be increased.
The Impact of Wildlife Habituation on Local Community Livelihoods a Case Study of Bwindi Impenetrable National Park
(Uganda Christian University, 2026-03-06) Winnie Imodoi
This study discussed the impacts of wildlife habituation on the community livelihood of local people living in the conservation zones, especially the conservation landscapes in Uganda. Wildlife habituation refers to the controlled mechanism by which wild animals gradually develop reduced fear of humans after recurring non-threatening interactions, a procedure that has found widespread application in biodiversity conservation and ecotourism (especially great-ape tourism). Even though the concept of habituation promotes increased possibilities to view wildlife, as well as supplementing tourism income, the overall socioeconomic impacts of the community in the vicinity of the protected areas are complex and under-synthesized in the existing literature. The research was based solely on secondary data found in peer-reviewed journal articles, conservation reports, institutional publications, and policy papers talking about wildlife habituation and human-wildlife conflict as well as ecotourism development and rural livelihood systems. The analytical tool used to assess the impact of wildlife habituation on the financial, human, natural, social and physical capital assets of the adjacent communities was the Sustainable Livelihoods Framework (SLF). The findings prove that the constructive effect of wildlife habituation on livelihood outcomes is through job creation, tourism-revenue-sharing models, infrastructure upgrading, and growth of conservation-related businesses. On the other hand, the increased contact between people and the habituated species increases crop raiding, livestock predation, zoonotic disease transmission and social discord, and therefore, household income, food security, and natural resource stability. Further, distribution of tourism benefits was found to be heterogeneous with many cases favoring communities that have direct access to the activities that belong to the protected areas. In this respect, the research concludes that wildlife habituation develops multidimensional, contextual livelihood results. Achieving sustainable conservation and development goals requires fair benefit-sharing systems, strengthened human-wildlife conflict management measures, involvement of people in the process, and flexible governance systems.
Service Quality and Customer Satisfaction in Gulu City Hotels: A Case of Bomah Hotel
(Uganda Christian University, 2026-03-02) Teddy Malia Aciro
The study established the relationship between service quality and customer satisfaction of Bomah hotel limited. The study was guided by the following specific objectives; to examine customer satisfaction in Bomah hotel, to examine services quality in Bomah hotel and to establish the relationship between service quality and customer satisfaction in Bomah hotel. The study used mixed method design. A sample size of 66 study respondents was selected from a population of 80. The study used purposive sampling and simple random sampling techniques. Interview and questionnaire survey method were used to collect data. The data collected using questionnaires survey method was quantitatively analysed using Statistical Package for Social Sciences (SPSS). The correlation analysis showed a positive and statistically significant relationship between service quality and customer satisfaction (r=.584**, p<0.000). The study concluded that concluded that high service quality offered by hotels will significantly result to customer satisfaction resulting to frequent visit to the hotel by customers. The study recommended that, management of Bomah should conduct regular training programs for it staffs focusing on customer care, complaint handling, communication skills, and time management. The further recommended investment in modern housekeeping equipment since this can reinforce the hotel’s competitive advantage and sustain high customer satisfaction levels. The study also recommended that management of Bomah Hotel should introduce a continuous feedback mechanism, such as digital surveys, or follow-up messages after checkout. The study further recommended that management of Bomah Hotel should develop a clear service quality standard for all departments.
The Impact of Digital Marketing Strategies on Customer Booking Behavior in Mestil Hotel
(Uganda Christian University, 2026-03-05) Suzan Rizpah Akello
This report focused on investigating how customer booking behaviour is impacted by digital marketing techniques at Mestil Hotel, Kampala. The reason why most customers prefer the traditional booking option of walk-ins, telephone calls, and third-party booking agents, despite the massive investment made by the hospitality industry of Uganda in digital marketing tools, motivated us to explore the reason and how the hotels in Uganda could improve their digital marketing tools. The research used a mixed-methods research design and employed both the structured questionnaires which were dispatched to the customers and employees as well as a semi-structured interview schedule to obtain data from the supervisory employees among whom was the marketing manager. The literature was a synthesis of the existing theoretical and empirical studies on consumer behaviour and digital marketing in the hospitality industry. The results showed that Mestil Hotel has an extensive digital marketing platform, implying a high-quality site with the ability to make a booking facilitated by active use of social media. Nonetheless, the effect on the behaviour with regards to the booking is partial; the digital channels are effective in the establishment of awareness but minimal in facilitating conversion. The issues that were encountered were channel fragmentation, limitation in data capture, pressure of competition by online travel agencies and customer preferences. The research found that investing in digital marketing is not enough to be able to change established booking behaviours in the absence of strong value propositions, smooth user experiences, and comprehensive marketing campaigns. Some of the recommendations were to maximize direct booking incentives, improve user experience on the site, close the digital divide by educating customers and using customer relationship management to build customer loyalty. This study provides empirical findings of the Ugandan setting to the digital marketing processes in emerging hospitality markets.
The Role of Tourism in the Economic Development of Uganda: A Case Study of Bwindi Impenetrable National Park and the Surrounding Communities
(Uganda Christian University, 2024-09-19) Obed Ainebyoona
Tourism has emerged as a key driver of economic development in Uganda, with Bwindi Impenetrable National Park and its surrounding communities offering a compelling case study. The park's gorilla trekking tourism has attracted international visitors, generating significant revenue that supports both national and local economies. For the surrounding communities, tourism has created employment, improved infrastructure, and spurred small-scale businesses such as handicrafts, hospitality, and guiding services. Additionally, the integration of local communities in conservation efforts has ensured a sustainable model where both economic growth and environmental protection thrive. This case study underscores the transformative impact of tourism in Uganda, fostering inclusive economic development while promoting conservation.
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.
The role of computer literacy on employee performance in the hotel industry
(Uganda Christian University, 2024-09-27) LUGAIRE ERIMIYA
This study investigates the role of computer literacy on employee performance in the hotel industry. With the ongoing transformation in hospitality, the ability of employees to effectively use computers has become essential for achieving operational excelence and enhancing guest experience.
Exploring the social economic impacts of community based tourism initiatives
(Uganda Christian University, 2024-09-27) NINYEBAZA PENINAH
this study explores the social-economic impacts brought about by community based tourism development projects around Lake Mburo National Park, Uganda. A quantitative cross-sectional approach has been used where in data were gathered from 36 household heads through structured questionnaires. indeed, it has been established that there is an increase in economic benefits derived from tourism, including household income, job opportunities, and infrastructural development.
THE ROLE OF COMPUTER LITERACY ON EMPLOYEE PERFORMANCE IN HOTEL INDUSTRY
(UGANDA CHRISTIAN UNIVERSITY, 2024-09-27) LUGAIRE ERIMIYA
This study investigates the role of computer literacy on employee performance in the hotel industry. with the ongoing digital transformation in hospitality, the ability of employees to effectively use computers has become essential for achieving operational excellence and enhancing guest experiences.
The effects of online food ordering system on customer satisfaction in restaurants
(UCU, 2024-09-25) Kironde Mukwaya Aaron
Douglas, R.B.(2018) in this literature review about restaurant management stated that one of the biggest challenges of management in the restaurant sector is providing and maintaining customer satisfaction
OPPORTUNITIES FOR CULTURAL TOURISM DEVELOPMENT IN MBARARA DISTRICT
(Uganda Christian university, 2024-09-20) Akatukunda Elise
This study explores the opportunities for cultural tourism development in Mbarara District to fill in the gaps in informing ways in which the district could improve its potential as a destination for cultural tourism. Data are collected using a cross-sectional survey design from 62 respondents residing near cultural heritage sites in Mbarara District. The objectives of the study are threefold: to establish the current status of cultural tourism in the world, Uganda, and Mbarara District; secondly, it tries to determine the global and national opportunities available for cultural tourism; and thirdly, it investigates the strategies that can be employed towards the development of cultural tourism in Mbarara District. The results further indicate that, while cultural tourism is an increasing resource worldwide and it illustrates potential in Uganda, its shortcomings are still evident in the case of Mbarara District, which faces constraints in infrastructure, few community participations, and no economic outcomes. Improvement at the base in infrastructural areas of transport links and tourist facilities will go a long way in enhancing the communities' involvement and ensuring that the programs are culturally engaging. In this respect, innovations in technology also make Uganda more attractive and accessible to international tourists, through the use of digital marketing, virtual tours, and interactive applications. The study identifies that strategic partnerships among local stakeholders, government bodies, and private investors are what can allow the development of cultural tourism. By addressing the inadequacies in infrastructure, consideration of available technological developments, and involving the local community, the district of Mbarara is able to make fuller utilization of its resources in culture, thereby making more viable contributions to its economic growth through tourism.
THE ROLE OF AI IN ENHANCING TOURISM REVENUE GROWTH
(UGANDA CHRISTIAN UNIVERSITY, 2024-09-20) BIIMBWA ELIJAH JAPHES
This research explores the transformative impact of Artificial Intelligence (AI) on tourism revenue growth in Uganda, driven by the urgent need to bridge the gap between current earnings and ambitious post-pandemic targets. The study delves into the determinants of tourism revenue, the integration of AI in the industry, and its potent role in driving financial gains. Employing a comprehensive mixed-methods approach, the findings reveal that AI is not just a tool but a powerful catalyst, revolutionizing marketing strategies, dynamic pricing, and personalized experiences to unlock unprecedented revenue potential. This study highlights AI‘s critical role in reshaping the tourism landscape, offering actionable insights for policymakers and industry leaders to propel Uganda‘s tourism sector toward sustainable and significant economic growth.
Assessing Tourism contribution towards poverty reduction
(2024-09-20) Opio Daniel
Customer Care and Turn Up Rate in the Hospitality Industry in Kampala
(UCU, 2024-09-20) Mulungi Jonan Wesly
The purpose of this study was to look at the relationship between turn-up rates and client benefit practices in many Kampala hotels. The objective is to comprehend the ways in which a few angles of client benefit, such as respectful communication, provoke benefit, and post-purchase help, influence customers' choices to come back. The impact of combining technology and client benefit on turn-up rates is additionally evaluated by the think about. In arrange to get experiences from hotel workers and guests, information was accumulated utilizing a mixed-method approach that combined qualitative and quantitative techniques. It is far from being obviously true in the event that utilizing considerate dialect includes a coordinate affect on turn-up rates, indeed in spite of the fact that it is seen to be basic for progressing visitor encounters. Proficient benefit delivery is vital, as seen by the solid relationship between speedy benefit and higher turn-up rates. In spite of the fact that respondents' suppositions on how compelling after-sales administrations are in advancing visitor devotion shift, they still have a huge affect. Concurring to the study's discoveries, hotels may increment guest fulfillment and maintenance by subsidizing worker preparing, streamlining their client care methods, and making organized after-sale activities. Additional research thoughts incorporate looking at the longer-term points of interest of after-sales administrations on client devotion, the more extensive impact of considerate dialect on by and large hotel quality, and the suggestions of provoke benefit over different hotel services.
The Impact of Local Community on Tourism Development in Uganda
(Uganda Christian University, 2024-09-19) Kyoshabire, Ruth
This study investigated the influence of local communities on tourism development in Uganda, focusing specifically on Lake Mburo National Park. By examining the interaction between the local community and tourism initiatives, the study aimed to elucidate the multifaceted impacts of tourism on economic, social, and environmental aspects within the region. Uganda's tourism sector plays a pivotal role in its economy, contributing significantly to GDP and supporting various ancillary industries. However, challenges such as inadequate infrastructure and regulatory frameworks pose obstacles to its sustainable development. The geographical scope of the study encompasses Lake Mburo National Park and its surrounding communities, located in western Uganda. Through a sample size of 60 respondents, comprising both primary and secondary data sources, the research evaluated perceptions and experiences related to tourism's influence. Key findings underscore tourism's positive economic impact, enhancing infrastructure and generating employment opportunities. Yet, concerns persist regarding the equitable distribution of benefits and the potential cultural and environmental implications of tourism activities. The study concluded with recommendations aimed at fostering sustainable tourism practices in Uganda. These include enhancing infrastructure development, strengthening regulatory frameworks, promoting community involvement in decision-making processes, investing in cultural heritage preservation, and ensuring equitable economic benefits distribution. These strategies aim to harness tourism's potential as a driver of economic growth while mitigating i
CULTURAL SUSTAINABILITY AND SUSTAINABLE TOURISM
(UCU, 2024-09-20) ALUKA EVA JOSELYN
The study investigated cultural sustainability and sustainable tourism, focusing on Uganda’s Buganda Royal Palace. The objectives included assessing the significance of cultural sustainability and sustainable tourism, assessing the relationship between cultural sustainability and sustainable tourism, the importance of preserving cultural heritage while promoting sustainable tourism practice as well as the sampling and data collection tools which included interviews and the findings.
IMPACT OF TRADITIONAL BUILDING DESIGNS ON GUEST SATISFACTION ON UGANDAN HOTELS
(UCU, 2024-09-20)
This study investigates the effect of traditional architectural design elements such as bamboo houses, cottage-style buildings, grass-thatched huts, log cabins, and adobe architecture on guest satisfaction in hotels. With the increasing tendency of cultural tourism, hotels are embracing traditional building designs to build up guests’ cultural experiences. However, the impact of these designs on guest satisfaction remains unexplored. This study desires to fill this knowledge gap by scrutinizing how traditional building designs influence guests’ perceptions of comfort, aesthetics and overall satisfaction. Qualitative method will be employed in the study; thus, interviews will be conducted with hotel guests and managers. The findings will contribute to the development of culturally sensitive hotel designs hence enhancing guest satisfaction and loyalty.
Social media marketing and it's role in promoting tourism destinations
(UCU, 2024-09-27) Masawi Sharon
This research is to investigate the most effective social media marketing strategy used in promoting tourism destinations,the role of social media marketing in promoting tourism destinations and the most used social media platform
IMPACT OF INFORMATION TECHNOLOGY ON SALES PERFORMANCE OF HOTELS
(UCU, 2024-09-23) Tumusiime Desire Elvis
The impact of Information Technology (IT) on sales performance of hotels is examined in this dissertation, with a particular focus on hotels in Kampala District. As a student of Culture and Society, with a specialization in Tourism and Hospitality Management, I undertook extensive research on how IT advancements influence operational efficiency and customer satisfaction, which in return affected sales results .The study analyzed both qualitative and quantitative methods, with data gathered from various hotels in Kampala. The findings demonstrated a significant correlation between the adoptions of advanced IT systems and improved sales performance, suggesting that hotels adapted to technology for marketing, reservations, and customer relationship management see enhanced revenue generation and customer retention. My academic journey of pursuing a Bachelor of Tourism and Hospitality management from Uganda Christian University while attaining training from different areas has given me the understanding I need to comprehend the complex dynamics of sales performance in the hospitality industry taking into account both the operational and customer facing aspect of hotel management This study has added to the body of knowledge in the field of tourism and hospitality management by providing industry practitioners with useful suggestions for boosting sales through the implementation of Strategic IT.
GENERATION Z STUDENTS TRAVEL DECISIONS FOR TOURISM BASED ON SOCIAL MEDIA.
(UCU, 2024-09-24) MUTESI AERON
It is considered well-known that social media, which has become an indispensable part of daily life with the developments in information and communication technologies, is a medium widely used by Generation Z. Social media, which offers easier and faster access to healthy and reliable information, has an important place in the preference processes of tourism components that cannot be experienced in advance. This study aims to explore whether social media has an effect on the preference process for destinations of Generation Z, which is one of the most important components of tourism. In this context, the data obtained from a total of 100 participants through online media environments were analyzed by using descriptive statistics. The findings showed that, within the scope of the research, there is a relation between destination preference of Generation Z and all elements of social media, and destination image, behavioral intention, and tourism satisfaction elements on social media have a considerable effect on destination preference information shared by voyagers; also, impacts of social media on marketing elements were found to be associated with destination preference. However, it has been determined that they do not have an effect on preferences. This is related to the fact that for Generation Z, their own decisions are the most important factor in any kind of preference process.

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