The effect of frontline staff training on perceived service quality at canary hotel and gardens in Uganda.
| dc.contributor.author | Fauziah Namugga | |
| dc.date.accessioned | 2026-04-23T06:58:51Z | |
| dc.date.available | 2026-04-23T06:58:51Z | |
| dc.date.issued | 2026-04-15 | |
| dc.description | Undergraduate | |
| dc.description.abstract | The study was based on the effect of frontline staff training on perceived service quality at Canary Hotel and Gardens in Uganda. The study objectives were to examine the service quality in hospitality industry, examine the various indicators of frontline staff training in hospitality industry and to establish the effect of frontline staff training on perceived service quality in hospitality industry. The study used cross-sectional study design because it was the most appropriate given the nature of the objectives and limited time available to conduct this research. The design was adopted to observe the opinions and the respondents’ feelings about the study. A Sample of 55 respondents was selected for the study. The study found out that frontline staff training at Canary Hotel and Gardens enhances communication across different levels of the hotel, boosts employee morale, and allows staff to strengthen specific skills needed for their roles. It builds employees’ confidence by providing a deeper understanding of the hospitality industry and their job responsibilities. The study concluded that training contributes to job security and job satisfaction, ensures that employees deliver consistent and high-quality service, motivates staff, and increases their capacity to adopt new technologies. In addition, the training of frontline staff significantly contributes to improved perceived service quality and enhances overall hotel performance. The study further recommended that the management should implement structured training programs for all frontline staff to improve service quality and hotel effectiveness. Training initiatives should clearly define objectives, required activities, areas for improvement, budgets, timeframes, and steps to achieve the desired outcomes, thereby enhancing labor efficiency. Strategic planning of staff training is essential; management should recognize that failure to plan training properly can compromise service quality. Top management should provide strong support to all departments by equipping frontline staff with the skills necessary to perform their duties efficiently. | |
| dc.identifier.uri | https://hdl.handle.net/20.500.12311/3250 | |
| dc.language.iso | en | |
| dc.publisher | Uganda Christian University | |
| dc.title | The effect of frontline staff training on perceived service quality at canary hotel and gardens in Uganda. | |
| dc.type | Dissertation |