The Impact Of Customer Satisfaction On Hospitality Industry In Uganda. A Case Study Of Hotel, Africana

TABLE OF CONTENTS

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

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

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

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

TABLE OF CONTENTS .................................................................................................... v

LIST OF TABLES ........................................................................................................... viii

LIST OF FIGURES ........................................................................................................... ix

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

INTRODUCTION ................................................................................................................ 1

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

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

1.3 Purpose of the study ........................................................................................................ 6

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

1.6 Significance of the Study ................................................................................................. 6

1.6.1 Academic Significance ................................................................................................. 6

1.6.2 Industry Significance .................................................................................................... 7

1.6.3 Policy Significance ....................................................................................................... 7

1. 7 Scope of the study ........................................................................................................... 8

1.7.1 Subject of scope ........................................................................................................... 8

1. 7.2 Time scope ................................................................................................................... 8

1. 7.3. Geographical scope ..................................................................................................... 8

1.7.4 Sampling scope ............................................................................................................ 8

1.8 Limitations of the study .................. :: ............................................................................... 9

1.9 Operational definitions of key terms ................................................................................ 9

1.1 0. Conceptual framework ............................................................................................... 10

1.10 Explanation of the concept. .............................................................................................. lO

CHAPTER TWO .............................................................................................................. 11

LETERATURE REVIEW ................................................................................................ 11

2.1. The Concept of Customer satisfaction .......................................................................... 11

2.1.1 Components of Customer Satisfaction ........................................................................ 11

2.1.2. Customer Satisfaction Model. .................................................................................... 12

CHAPTER THREE .......................................................................................................... 24

RESEARCH METHODOLOGY ..................................................................................... 24