Impact of Customer Care On Customer Satisfaction, A Case Study of Speke Resort Hotel Munyonyo Hotel Munyonyo

Overview
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TABLE OF CONTENTS

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

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

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

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

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

1.0 Introduction ............................................................................................................................... 1

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

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

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

1.4.1 General Objective .................................................................................................................. 6

1.4.2 Specific objectives ................................................................................................................. 6

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

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

1.7 Scope of the study .................................................................................................................... 6

1. 7. I Geographical scope ................................................................................................................ 6

I. 7 .2 Theoretical scope ................................................................................................................... 7

1.7.3 Subject scope ......................................................................................................................... 7

1.7.3 Content scope ..................................................................................................................... 7

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

1.9 Limitations of the study ............................................................................................................ 8

1.10 Operational definitions of key terms ....................................................................................... 8

CHAPTER TWO ........................................................................................................................ I 0

LITERATURE REVIEW .......................................................................................................... 10

2.0 Introduction ............................................................................................................................. 10

2.1 Customer Care ........................................................................................................................ 10

2.2 Customer Care Strategies used by Speke Resort hotel, Munyonyo ........................................ 11

2.4 The relationship between Customer care and Customer satisfaction ..................................... 14

CHAPTER THREE .................................................................................................................... 16

RESEARCHMETHODOLOGY ............................................................................................... 16

3.0 Introduction ............................................................................................................................. 16

3 .1 Research Design ...................................................................................................................... 16

3.2 Target Population .................................................................................................................... 16

3.3 Sample size ............................................................................................................................. 16

3.4 Sampling Procedure ................................................................................................................ 17

3.5 Research Instruments .............................................................................................................. 17

3.6 Procedures of Data collection ................................................................................................. 18

3.8 Data Processing, Analysis and Presentation ........................................................................... 18

3.8.1 Dataprocessing .................................................................................................................... 18

3.8.2 Data Analysis ....................................................................................................................... 18

3.9 Ethical Consideration .............................................................................................................. 19

3. IO Limitations in the Study ...................................... , ................................................................. 19

CHAPTER FOUR ....................................................................................................................... 21

RESULTS AND DISCUSSION OF FINDINGS ...................................................................... 21

4.0 Introduction ............................................................................................................................. 21

4.1 Descriptive characteristics of respondents ............................... , .............................................. 21

4.1.1 Sex of respondents: .............................................................................................................. 21

4.1.2 Age structure of the employees ........................................................................................ 22

4.1.3 Level of education of respondents ....................................................................................... 23

4.1.4 Marital status of respondents ............................................................................................... 24

4.1.5 Working experience of respondents ..................................................................................... 25

4.1.6 Religious affiliations ofrespondents ................................................................................... 25

4.2 Research Question One: What are the customer care strategies used by Speke Resort

Hotel, Munyonyo. When asked what are the customer care strategies used by Speke Resort

Hotel, Munyonyo, the following responses were consistent; ................................................... 26

4.3 Research Question two: What are the challenges influencing customer care in Speke Resort

Hotel, Munyonyo .......................................................................................................................... 27

4.4 Research Question three: The relationship between customer care and customer satisfaction

in Speke Resort Hotel, Munyonyo ............................................................................................. , .. 28

4.5 Regression Analysis ................................................................................................................ 29

CHAPTER FIVE ........................................................................................................................ 30

SUMMARY OF FINDINGS, CONCLUSION, AND RECOMMENDATIONS .................. 30

5.0 Introduction ............................................................................................................................. 30

5.1 Summary and Discussion of Findings .................................................................................... 30

5.2 Discussion on Major strategies used by Speke Resort Hotel, Munyonyo .............................. 30

5.2.1 Discussion on the level of customer satisfaction in Speke Resort Hotel, Munyonyo ......... 30

5.1.4 Discussion on the Relationship between customer care services and customer satisfaction31

5.2 Conclusions ............................................................................................................................. 32

5.2 Recommendations ................................................................................................................... 33

5.4. Areas of Further Research ..................................................................................................... 33

APPENDICES .............................................................................................................................. 34

APPENDIX I: QUESTIONNAIRES ............................................................................................ 34

APPENDIX II: RESEARCH BUDGET ....................................................................................... 39

APPENDIX III: RESEARCH TIME FRAME ............................................................................. 40

APPENDIX IV: TABLE FOR DETERMINING SAMPLE SIZE FOR FINITE POPULATION. 41

1.0 Introduction

2.0 This chapter describes the background of the study in terms of historical, theoretical, conceptual and contextual perspectives. It also described the research problem, the statement of the problem, purpose of the study, research objectives, research questions, scope of the study and its significance. 1.1 Background of the study According to Balunywa (2010), any service rendered to a customer is the one referred to as customer care. Indeed, so many scholars have attempted to described customer care but the gist of the whole concept of Service quality from such definition above is that any one in business must not only concentrate on the product he or she is offering, but must accompany it with great service to the targeted customers. Balunywa observed that the concept of Service quality is still new and most managers are yet to embrace it. Mbonigaba (2009) wrote that there is need to make customers satisfied since they help business to earn. In most offices, Service quality starts with the front office clerks. The secretaries at the front office should be made to appreciate the importance of customer care because this is the best chance for any business to create the first impression of good service to its customers. Customer care services are focused on making the customer comfortable, creating memorable interaction in the minds of the customers and making them feel better, satisfied than they were before the transaction and stimulate customer retention. Customer care services in an organization include; reliable services, security, parking space, front desk services, attractiveness, speed in service delivery, after sales services, customer attention and sensitivity to their needs, honesty, and good attitude towards customers. Customer care includes putting systems in place to maximize customers' satisfaction with the business. It should be a prime consideration for every business because sales and profits depend on keeping customer happy. Customer care is more directly important in some roles than others, for receptionist, sales staff and other employees in customer facing roles, customer care should be a core element of their job description and training a core criterion when you are recruiting. Omargor. C. (2009).

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Impact of Customer Care On Customer Satisfaction, A Case Study of Speke Resort Hotel Munyonyo Hotel Munyonyo

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