Consumer Preferences of Hospitality Services at Hotel Africana, Kampala

Abstract

The hotel industry is one of the fastest growing service industry and continuously providing a bright future to country economy. The hospitality is much wider and more complex than ever because of variety of sub industries that encompass and depend on it. The study was focused at hotel Africana which is a three star hotel. This is because it is a relatively moderate hotel which is easily accessed by tourists around Kampala and relatively affordable. The overall objectives of the study was to access the consumer preferences of hospitality services and factors influencing the choice of hotel by tourists at hotel Africana and to inform the local and international tourists in quality of services available, this was done through employing quantitative data collection methods, where a structured questionnaire among a sample size of 80 respondents was used and data analyzed using strata version 13 and presented in tables and figures using frequency. The study revealed that quality of service by staff, quality of hotel services and facilities and customer care were the most preferred as this contributed to their represented stay at the hotel and recommendation to friends and family. In conclusion, hotel services need to evolve further to meet consumer hospitality preferences that is to say improve on security, wifi connectivity and staff competence so as meet consumer needs effectively.