dc.description.abstract | High level of competitiveness in the marketplace in which hospitality industries such as
hotels function has been one of the main reasons why service quality and customer
satisfaction have become of great importance. In the hotel industry, for example, satisfied
customers tend to return and make profit to the hotel. The hotel’s top management’s main
objective therefore; is on how to maximize customer satisfaction. This project had two
objectives: To examine factors influencing delivery of quality service for customer
satisfaction and assess client’s perception of quality services provided at Kampala Serena
hotel.
Performance Only Model (SERVPERF) which was developed by Cronin and Taylor
(1992) was used to develop a questionnaire which was later distributed to respondents at
Kampala Serena hotel. Descriptive statistics and Regression analysis were used to
establish the factors influencing customer satisfaction and bringing out the relationship
between service quality and customer satisfaction. All the five service quality variables
yielded positive relation with customer satisfaction. This means that service quality is
strongly linked with customer satisfaction and the higher the service quality, the higher
the customer satisfaction. The results further reveal that reliability dimension contributes
most towards customer satisfaction followed by Empathy, Tangibles and Responsiveness.
Assurance was seen to contribute the least. However all the dimensions were highly rated
and therefore the hotels cannot afford to ignore any of the variable.
From the analysis, it was also established that service quality has a statistically significant
effect on customer satisfaction with a coefficient of determination (R²) of 74.2%. This
implies that service quality contributes 74.2% of customer satisfaction while the other
factors contribute 25.8%. The researcher recommended that future studies could look into
the nature of these other factors that contribute 25.8% of customer satisfaction.
This study contributes to the existing knowledge on service quality and customer
satisfaction in the hotel industries. The results from the study will be helpful to the
management of Kampala Serena hotel in their policy formulation in the context of
improving customer satisfaction and service loyalty. It is recommended that since this
study focused only on Kampala Serena hotel, future studies could look into more hotels
which are key tourist sites. | en_US |