Service Quality and Customer Satisfaction in Gulu City Hotels: A Case of Bomah Hotel
| dc.contributor.author | Teddy Malia Aciro | |
| dc.date.accessioned | 2026-03-16T06:41:25Z | |
| dc.date.available | 2026-03-16T06:41:25Z | |
| dc.date.issued | 2026-03-02 | |
| dc.description | Undergraduate | |
| dc.description.abstract | 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. | |
| dc.identifier.uri | https://hdl.handle.net/20.500.12311/3179 | |
| dc.language.iso | en | |
| dc.publisher | Uganda Christian University | |
| dc.title | Service Quality and Customer Satisfaction in Gulu City Hotels: A Case of Bomah Hotel | |
| dc.type | Thesis |