Impact of Customer Complaint On Service Delivery in Selected Hotels in Kampala-Uganda. A Case Study of Kamp Ala Serena Hotel

TABLE OF CONTENTS

DECLARATION ......................................................................................................................................... i

APPROVAL ................................................................................................................................................ ii

DEDICATION ........................................................................................................................................... iii

ACKNOWLEDGMENT ........................................................................................................................... iv

CHAPTER ONE ......................................................................................................................................... 1

INTRODUCTION ...................................................................................................................................... 1

1.0 Introduction ............................................................................................................................................ J.

1.1 Background of the study ......................................................................................................................... 1

1.2. Statement of the problem ....................................................................................................................... 5

1.3. Purpose of the study .............................................................................................................................. 5

1.4 Objectives of the study ........................................................................................................................... 6

1.5 Research questions ................................................................................................................................. 6

1.6 Hypothesis .............................................................................................................................................. 6

1. 7 Scope of the study .................................................................................................................................. 6

1. 7. l Geographical scope ............................................................................................................................. 6

1.7.3 Subject scope ....................................................................................................................................... 6

1. 7 .3 Content scope ...................................................................................................................................... 6

1.7.4 Time scope ........................................................................................................................................... 7

1.8 Significance of the study ........................................................................................................................ 7

1.9 Operational definitions of key terms ...................................................................................................... 8

CHAPTER TWO ........................................................................................................................................ 9

LITERATURE REVIEW .......................................................................................................................... 9

2.0 Introduction ............................................................................................................................................ 9

2.2 The strategies used by Kampala Serena Hotel management in handling customer complaints ........... 1.4

CHAPTER THREE. ................................................................................................................................. 20

METHODOLOGY ................................................................................................................................... 20

3.0 Introduction .......................................................................................................................................... 20

3.1 Research Design ................................................................................................................................... 20

3.2 Area of study ........................................................................................................................................ 21

3.3 Study Population .................................................................................................................................. :>.!

3 .4 Sample Size .......................................................................................................................................... 22

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3 .5 Sampling procedure .............................................................................................................................. 31

3.6 Data Sources ......................................................................................................................................... 32

3.6.1 Primary Data ...................................................................................................................................... 32

3.6.2 Secondary data ................................................................................................................................... 32

3.7 Data Collection Instruments and Methods ........................................................................................... 33

3.7.1 Questionnaire survey ......................................................................................................................... 33

3.7.2 Document Analysis ........................................................................................................................... 33

3. 7 .3 Observation ........................................................................................................................................ 33

3.7.4 Interview Method .............................................................................................................................. 34

3.5 Procedure of Data Collection ............................................................................................................... 34

3 .6 Ethical Consideration ........................................................................................................................... 34

3.7 Data Analysis ........................................................................................................................................ 34

3.8 Limitations of the study and possible way f01ward .............................................................................. 35

3.9 Ethical Consideration ........................................................................................................................... 35

CHAPTER FOUR .................................................................................................................................... 36

PRESENTATIONS INTEPRETATIONS AND ANALYSIS OF DATA ............................................ 36

4.0 Introduction .......................................................................................................................................... 36

4.1 Demographic characteristics of Respondents ....................................................................................... 36

4.1.1 Gender of Respondents ...................................................................................................................... 36

4.1 Distribution of respondents in Kampala Serena Hotel ......................................................................... 37

4.2 Duration the respondents have served in Kampala Serena Hotel.. ....................................................... 37

4.1.2 Age of the respondents ...................................................................................................................... 39

4.1.3 Marital Status of the Respondents ..................................................................................................... 39

4.1.4 Education Levels of the Respondents ................................................................................................ 40

4.1.3 Level of Education of the Respondents ............................................................................................. 41

4.2 The major causes of customer complaints at Kampala Serena Hotel.. ................................................. 41

4.3 The strategies used by Kampala Serena Hotel management in handling customer complaints ........... 43

4.4 The services offered by Kampala Serena Hotel to meet the needs and wants of their customers ........ 44

CHAPTER FIVE ...................................................................................................................................... 46

DISCUSSION OF THE FINDINGS, CONCLUSIONS ........................................................................ 46

AND RECOMEMNDATIONS ................................................................................................................ 46

5. I Introduction .......................................................................................................................................... 46

5.1 Discussion of the general fmdings ....................................................................................................... 46

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5 .1.1 Findings on the major causes of customer complaints at Kampala Serena Hotel ............................. 46

5.1.2 Findings on The strategies used by Kampala Serena Hotel management in handling customer

complaints .................................................................................................................................................. 46

5 .1.3 Findings on the services offered by Kampala Serena Hotel to meet the needs and wants of their

customers .................................................................................................................................................... 47

5.2 Conclusions .......................................................................................................................................... 47

5.3 Recommendations ................................................................................................................................ 49

5.4 Suggestions for further study ................................................................................................................ 50

REFERENCES ........................................................................................................................................... 51

APPENDICES ............................................................................................................................................ 55

APPENDIX I: TRANSMITTAL LETTER FOR THE RESPONDENTS ................................................. 55

APPENDIX II: INFORMED CONSENT .................................................................................................. 57

APPENDIX III: RESEARCH INSTRUMENTS ....................................................................................... 58

APPENDIX IV: PROPOSED BUDGET ................................................................................................... 64

APPENDIX V: TIME FRAME .................................................................................................................. 65