Comparative assessment of service quality in selected three and four star hotels in Kampala central business area

Abstract

The study focused on the comparative assessment of service quality in selected three and four star hotels in Kampala central business area. The objectives of the study were to assess the quality of services offered at the selected 3 star and 4 star hotels in Kampala, to establish the attitudes of visitors towards the quality of service offered at the selected 3 and 4 star hotels in Kampala in comparison to their other previous experience, and to come up with recommendations on how to improve on the service quality at the selected 3 and 4 star hotels in Kampala. The methods of data collection included the interviews where face-to-face interviews were conducted using an interview schedule the respondents answered questions directly. Selfadministered questionnaires, observation and desk review were also used for data collection. The findings about visitor‟s attitudes towards the quality of services received indicated that majority of the respondents in 3 and 4 stars hotel were satisfied with the level of cleanliness of table cutlery and clothing in the food service area. Majority of the visitors in 3 and 4 stars hotel are satisfied with the cleanliness in bathrooms and toilets in the room they stay. The findings about the perceived quality of physical facilities indicated that majority of the visitors in 3 and 4 stars hotel respectively agreed that the outside appearance of the hotel is up-to-date. Hence, the outlook of 3 and 4 stars hotels is satisfactory. Concerning the respondents‟ perception and evaluation of the recreational facilities majority of the respondents in 3 and 4 stars hotel respectively agreed that the hotels has a spacious well maintained lawn. Majority of visitors agreed that the selected 3 and 4 stars hotels had a variety of sports facilities that suited their interest. Finally the findings on the issues regarding the physical service delivery indicated that majority of visitors agreed that the hotel staffs in the selected hotel were clean and well dressed. The study also indicates that visitors agreed that staff in the selected hotels is willing to help the visitors at any time. The study recommends that there is need for hospitality Industry to roll out more customer tailored cleanliness to cater for the customer‟s satisfaction while in the hotel facility. In addition, there is need, for 3 and 4 star hotel staff to have good verbal communication skills and are easy to interact with visitors interested in visiting them.