The impact of employee empowerment on service quality :

Abstract

The study was carried out with the purpose of examining the impact of employee empowerment on service quality in Soroti hotel. The objectives for the study was to determine the effect of autonomy, decision making involvement, psychological empowerment on service delivery. A total of 80 respondents participated in the study and were selected using random sampling method. The data was collected using questionnaires and interviews and presented using tables, graphs and pie charts for easy analysis. The research findings revealed that employee Empowerment has improved on service delivery in the hotel, like cognition, trustworthiness, employees design, flexibility, employees respect. Despite the good advantages that are associated with impact of employee Empowerment service delivery more attention needs to be put on number of accommodation facilities. Competitive business environment, customers’ choices. Poor employee empowerment practices customer dissatisfaction with the employer which may lead to loss of customers. It was however recommended that the hotel should put more emphasis on number of accommodation facilities. Competitive business environment, customers’ choices. Poor employee empowerment practices customer dissatisfaction. Also the study recommended training of employees on hotel management.