Employee Competence in the Hospitality Industry: A Study of Hotels in Eastern Uganda
Domain:
socioeconomicRecord type:
paper
Creator:
salCatLEOAle
Publisher:
Glo
Host:
Abstract
this study investigated the influence of employee competence on service quality in hotel establishments in Eastern Uganda, specifically Jinja Nile Resort, Wash and Wills Hotel, and Mbale Resort. Employing a cross-sectional quantitative research design, data were collected from 134 respondents, including hotel staff and guests. The findings reveal a significant positive relationship between employee competence and service quality (r=0.617, p<0.001). Regression analysis confirmed that employee competence is a significant predictor of service quality (β=0.617, p<0.001). The results underscore the importance of multidimensional competencies, knowledge, skills, adaptability, and experience in delivering superior hospitality services. The study emphasizes the strategic value of human capital development in enhancing organizational performance and customer satisfaction in Uganda’s growing hospitality sector.
Similar
Competence and Employee Innovative Behaviour in the Nigerian Telecommunication IndustryAn Exploration of Environmental Practices in the Hospitality Industry. Evidence from Hotels in Addis Ababa, EthiopiaThe Nexus Between Organizational Learning Capabilities and Employee Performance in the Nigerian Hospitality IndustryThe Influence of Franchising on Competitiveness of Hospitality Firms in the Hotel Industry in Kenya. A Survey of Selected Hotels and Restaurants in Mombasa CountyReligiosity and Customer Experience: a Study of the Nigerian Hospitality IndustryModel of Quality Management Systems adoption in the hotel industry: A case study of hotels in Zimbabwe