| dc.description.abstract | Tourism is one of the fastest growing industries in the last decades and is an important economic phenomenon for many developing countries. Although, a number of hotel facilities have been constructed in Jinja City, to provide accommodation services, few studies have been conducted on the quality of services offered and their influence on guest satisfaction, leading to inadequate information thus the need for this study. This study assessed the level of guest’s satisfaction about services offered by three hospitality facilities in Jinja city, namely Crested Crane Hotel, Hotel Paradise and Nile Village Hotel. It was guided by three objectives that included; profile the various services provided by Crested Crane, Paradise and Nile village hotels in Jinja City, analyze the perception of guests towards the services offered in Crested Crane, Paradise and Nile village hotels in Jinja City, and compare the levels of service and guest satisfaction in Crested Crane, Paradise and Nile village hotels in Jinja City. The study applied interviews and questionnaires to elicit information from respondents. The data was analyzed using statistical package for social sciences (SPSS) version 26, with cross tabulations, presentations and chi-square test. Results showed that services offered at the selected hotels included spa services, room services, laundry services, housekeeping, outside catering, fitness center, front desk office, conferencing facilities, accommodation, and food and beverages. Food and beverage were the major service. Results showed majority of the guests were very satisfied with the services and they ranked all the services as good except restaurant and bars where some guests ranked it very bad. The results showed no association between democratic characteristics and the guests’ levels of satisfaction and the study revealed that the guests at all hotels faced challenges which were identified as delay in service delivery, high bills, poor customer care and finally old facilities and equipment. It was based on these findings that the study recommended that hotels should invest in research to be able to recruit workers with skills on; how to handle customers, how to prepare good meals in a modern setting, and how to delivery services on time, cooperate with each other in regards to public infrastructural development and further research should be conducted to assess the nationality of the most frequently registered visitors. This will help the hotels to evaluate their services in line with international standards. | en_US |
