The impact of service delivery on guest satisfaction in the hotel industry in Uganda :

Abstract

The main purpose of the study was to find out the impact of service delivery on guest satisfaction in the hotel industry. The specific objectives of the study were to find out the impact of employee engagement, service quality, and service culture on guest satisfaction in Mable Resort hotel. The study used disconfirmation theory. The target population was 65 employees and guests who were selected from the hotel in housekeeping department. The study adopted Stratified random sampling technique. Open and closed ended questionnaires were used to collect date from the respondents. The beneficiary of study will be the policy makers in the hospitality industry, other researcher and hotel stakeholders. The study findings indicated that employee engagement, service quality, service culture guest satisfaction in Mable Resort Hotel. The conclusions of the study were as follows; Mable Resort hotel had not implemented quality control techniques which limited guest satisfaction. Employees lacked the skills to perform their duties due to limited training in the hotel. The recommendation of the study was as follows; hotel should implement quality control tools. This will ensure customers are well satisfied when acquiring the services of the hotel and attract more guests from the market.