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    Impact of food and beverage management on customer satisfaction in the hospitality sector: A case study of White Horse Inn Hotel, Kabale District
    (Kabale University, 2024) Tumusiime, Cosmas Bwambale
    Researching on customer satisfaction is important because satisfied customers become loyal customers. Therefore, it is crucial to measure customer satisfaction towards food and beverage management because satisfied customers make repetitive purchasing and recommendations to others that will make profits of that particular hospitality establishment. Customer satisfaction with food and beverage management can significantly be influenced by food and beverage presentation, image and physical environment. Hence, earlier, many studies have shown the relationship between food and beverage management and customer satisfaction. But still, limited literature has been focused on the impact of the confirmation of customer expectation on the relationship between food and beverage management and customer satisfaction. Hence, this study aims to measure customer satisfaction based on the food and beverage presentation, image and physical environment. A total of 200 questionnaires were distributed to customers and staff at White Horse Inn Hotel in Kabale district . Totally 133 questionnaires were used for further analysis out of 200, representing a response rate of 66.5%. The result of the study revealed that food and beverage presentation has a significant and positive relationship with confirmation of customers’ expectations and in turn, their satisfaction level towards food and beverage management. Implications and directions for future research are also highlighted in this present study.
  • ItemOpen Access
    Socio-emotional Skills and Graduate Employability in the Hospitality Sector of South Western Uganda, Kigezi Sub -Region.
    (Kabale University, 2024) Tushabe, Sylivia Byarugaba; SSempala, Fredrick; Ampumuza, Christine; Mbowa, Henry Stanley
    Hospitality graduates struggle to secure employment in the hospitality sector. This study examined the relationship between socio-emotional skills and graduate employability in the hospitality sector in the southwest Uganda-Kigezi sub-region. The research design employed in this study was the cross-sectional quantitative research design with a population of 640 graduates and a sample size of 400 was established for hospitality graduates based on Krejcie and Morgan’s (1970). The data was collected using structured and unstructured questionnaires and the data analysis was done by SPSS V. 23 Smart PLS V 4 and NVivo. Socio-emotional skills like emotional intelligence, teamwork, and communication skills were found to affect graduate employability. Numerous barriers were pointed out, like lack of experience and limited chance to meet others. Based on the study findings call for focusing on practical training and internships with institutions and industries to acquire skills required for improvement in the job market. Recommendations included curriculum integration, industry collaboration, practical experience internships and apprenticeships, and creating a linkage between HEIs and the hospitality sector. Furthermore, the development of socio-emotional skills is a prerequisite for the development of employment in the hospitality sector. This study may contribute to the existing literature on the development of soft skills and employment, and the findings from this study may be helpful for analogous study environments in Southwestern Uganda—Kigezi Sub-Region.
  • ItemOpen Access
    Adoption of ICT in Hotel Sector During COVID-19 Pandemic in Uganda: Case Study of Selected Hotels in Kigezi Sub Region.
    (Kabale University, 2024) Tushabe, Sylivia Byarugaba; Turyasingura, Benson; Rwotolonya, Sarah
    During the COVID-19 pandemic, Information and Communication Technologies(ICT) transformed tourism and hospitality worldwide; however, few studies havebeen conducted to present local evidence on adopting ICT in the hotel sector. Thestudy aimed to examine the effects of ICT on the hotel sector in the Kigezi region,the adoption of ICT in hotels during the COVID-19 Pandemic, and ICT trends in thehotel business for 2023. The study employed a case study design, utilising qualitativeand quantitative approaches to provide relevant and accurate research information.Using simple random and purposive sampling techniques, 68 respondents wereselected to participate from a total population of 250. Primary data was collected through questionnaires and interviews with the hotel participants. The ANOVAresults show a significant effect of ICT on hotel guests and receipts since the P-valueis between 0.00 and 0.05. This indicates that the impact of ICT adoption extendedbeyond hotel receipts and guests. This research demonstrates that many hotels haveadopted ICT and improved service speed and quality through ICT adoption. Even still, ICT adoption by hotels in the Kigezi Sub-region is not at the anticipated level.