IMPACT OF STAFF REMUNERATION ON SERVICE QUALITY IN KAMPALA HOTELS A CASE STUDY OF INTERNATIONAL HOTEL MUYENGA

ABSTRACT

The study sought to investigate the relationship between remuneration and service delivery in

the hospitality industry in Uganda, a case study of International Hotel Muyenga. The study was

guided by three objectives namely; to examine the types of staff remuneration in IHM and the

level of service quality in IHM. The study was basically quantitative although having qualitative

elements involving 32 respondents. It was guided by a descriptive survey design whereby

objectives were tested using Pearson”s Correlation Co-efficient Technique. The findings of the

study revealed a positive significant relationship between planning of remuneration, staff

development and service delivery of academic staff at IHM. It however revealed an insignificant

relationship between planning of general welfare and service delivery of IHM staff. It concluded

that, there was a positive significant relationship between planning of remuneration, staff

development and lecturers service delivery at the Hotel. It was concluded further on the third

objective that there was an insignificant relationship between service delivery. The following

recommendations were drawn if lecturers~ service delivery was to be improved. To plan well

for remuneration through making fair budgets on their salaries and allowances. Put proper

training, seminars, conferences into plans geared towards improving lecturers~ service delivery.

And finally should consider remuneration, staff development and ignore general welfare of staff

as it does not relate with service delivery.

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