Abstract:
This study adopted a cross sectional survey design to investigate the effect of employee attitude on
customer satisfaction in selected hotels in Kampala, Uganda. Using simple random sampling, 179 hotel
employees were considered in the study. The findings revealed that employee attitude was generally poor
((mean = 1.09), while customer satisfaction was at moderate (mean = 1.89) levels. The study also revealed
a significant positive relationship between employee attitude and customer satisfaction among the selected
hotel employees (R2=0.558, P<0.05). The conclusion drawn was that employee attitude was a suitable
predictor of customer satisfaction in the selected hotels. The recommendation was given that then owners
and hotel management have to focus on facilitating employee development, engagement and
empowerment to enable them develop a more positive attitude towards their job.
