Effect Analysis of Employee Performance on Service Delivery in Hotels A Case Study of Holiday Express Hotel Kampala

ABSTRACT 

The study examined the relationship between employee performance and service delivery of Holiday Express Hotel and the total population of 50 people which was obtained using simple random sampling. I distributed three research questionnaires and three objectives which included; how are the employee performing on service delivery in Holiday Express Hotel, what can be done to improve employee performance in Holiday Express Hotel, how is the relationship between employee performance and service delivery in Holiday Express Hotel, to establish the various ways of improving employee performance on service delivery in Holiday Express Hotel, to assess the level of service quality delivered in Holiday Express Hotel, to determine the relationship between employee performance and service. Using a cross sectional survey design in which the survey questionnaires were used to collect the required data. The study was able to make the following findings. The female gender the highest with 66.7 and 33.3 male, the responded age the highest were than 30 having 43% of the total respondents. The research findings revealed that employee performance on service delivery is very important on expanding Holiday Express Hotel as indicated by 40% of the responded leading service are available and dependent. The research also revealed that there is close relationship between employee performance and service delivery in Holiday Express Hotel. The research also revealed that great percentage of respondents 40% appreciates knowledge of management of improving on service quality. The research recommended the following to realize that in order to avoid poor service quality delivered management should make good plam1ing of their activities in order to avoid over working of employees leading to poor service delivered, to appreciate the employees for their work done since it helps to boast morale among the workers and there should be an effective examination of each individual needs, people should not be looked up in wholesome.

TABLE OF CONTENTS

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

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

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

ACKNOWLEDGEMENT .......................................................................................................... iv

LIST OF TABLES ......................................................................................................................... v

LIST OF FIGURES ..................................................................................................................... vi

LIST OF ACRONYMS .............................................................................................................. vii

TABLE OF CONTENTS .......................................................................................................... viii

ABSTRACT .................................................................................................................................. xi

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

1.0 Introduction ............................................................................................................................ !

1.1 Back ground to the study ....................................................................................................... !

1.2 Problem statement ................................................................................................................. 2

1.3 Purpose of the study ............................................................................................................... 2

1.4 Objectives of the study .......................................................................................................... 2

1.5 Research question .................................................................................................................. 2

1.6 Scope ofthe study .................................................................................................................. 2

1.6.1 Geographical scope ............................................................................................................. 2

1.6.2 Time scope .......................................................................................................................... 3

1. 7 Significance of the study ...................................................................................................... .3

1.8 Conceptual frame work ......................................................................................................... .4

CHAPTER TWO ........................................................................................................................... 5

LITERATURE REVIEW ............................................................................................................. 5

2.0 Introduction ............................................................................................................................ 5

2.1 Training .................................................................................................................................. 5

2.2 Empowerment ........................................................................................................................ 6

2.3 Motivation .............................................................................................................................. 7

2.4 Supportive Management ........................................................................................................ 7

2.5 Service Technology ............................................................................................................... 8

2.6 The relationship between employee performance and service delivery ................................ 8

CHAPTER THREE ..................................................................................................................... 10

METHODOLOGY ...................................................................................................................... 10

3.0 Introduction .......................................................................................................................... 10

3.1 Research design ................................................................................................................... 1 0

3.2 Study area and population ................................................................................................... 1 0

3.3 Samplesize .......................................................................................................................... 10

3 .4 The Research Procedme ...................................................................................................... 1 0

3.5 Data collection instruments ................................................................................................. 11

3.6 Data analysis ........................................................................................................................ 11

3. 7 Limitation of the study ......................................................................................................... 11

3.8 Ethical considerations .......................................................................................................... 11

CHAPTER FOUR ....................................................................................................................... 12

PRESENTATION OF DATA AND DISCUSSION OF FINDINGS ....................................... 12

4.0 Introduction .......................................................................................................................... l2

4.1 Background information ...................................................................................................... 

4.2 Findings on employee performance ..................................................................................... 16

4.2.1 Reliability at Holiday Express Hotel. ............................................................................... 16

4.2.2 Respondents ...................................................................................................................... 19

4.2 .3 Assurance ......................................................................................................................... 21

4.3 Empathy at Holiday Express Hotel. ..................................................................................... 22

4.4 Findings on service delivery ................................................................................................ 23

4.5 Factors that lead to poor service delivery in Holiday Express Hotel. ................................. 24

4.6 Level of complaints ............................................................................................................. 24

4.7 Management's belief ........................................................................................................... 26

CHAPTER FIVE ......................................................................................................................... 29

SUMMARY OF FINDINGS, CONCLUSION AND RECOMMENDATIONS .................... 29

5.0 Introduction .......................................................................................................................... 29

5.1 Summary of the findings ..................................................................................................... 29

5.1.1 Finding on the level of service delivery ........................................................................... 29

5.1.2 Findings on the relationship between employee performance and service delivery ........ 29

5.2 Conclusion .......................................................................................................................... .30

5.3 Recommendations ................................................................................................................ 30

REFERENCES ............................................................................................................................ 31

APPENDIX 111 ............................................................................................................................ 33

SERVICE DELIVERY QUESTIONNAIRE ............................................................................ 33

APPEDIXIV ................................................................................................................................ .40

TIME FRAME ............................................................................................................................. 40

APPENDIX VI ............................................................................................................................ .41

RESEARCH BUDGET ............................................................................................................... 41