Department of Tourism and Hospitality Management
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Item Role of front office operations in guest satisfaction, a case study of Mbale resort hotel in Mbale city, eastern Uganda.(Busitema University, 2026) Bwire, NelsonRole of front office operations in guest satisfaction: a case study of Mbale Resort Hotel in Mbale City, Eastern Uganda. The study was guided by three objectives: To find out the effect of front desk efficiency on guest satisfaction at Mbale Resort Hotel, to find out the influence of staff professionalism on guest satisfaction at Mbale Resort Hotel, and to find out the effect of technology, use, and complaint handling on guest satisfaction at Mbale Resort Hotel. A cross-sectional research design employing both quantitative and qualitative approaches was adopted. Data were collected using questionnaires and interviews from selected respondents at Mbale Resort Hotel. The collected data were analyzed using descriptive statistics and correlation analysis with the aid of SPSS, while qualitative data were analyzed thematically. The findings showed that the roles of front office operations positively influence guest satisfaction, although challenges such as technology failures and delays at the front office still limited participation. Keywords: front office operations, guest satisfaction, Mbale resort hotel, front desk efficiency, staff professionalismItem The effect of service quality on customer satisfaction in Jinja hotels, A case study of Jinja Nile resort.(Busitema University, 2026) Otuta, JohnThe research study examined the effect of service quality on customer satisfaction Jinja in hotels, with a major focus on Jinja Nile Resort Hotel in Uganda. The study, guided by the SERVQUAL model, examined three major dimensions of service quality: reliability, responsiveness, and assurance and their influence on customer satisfaction. By adopting a quantitative cross-sectional design, data were collected from 55 respondents comprising hotel staff and guests using structured questionnaires and interview questions. The findings demonstrated that all three dimensions positively and significantly influence customer satisfaction, with responsiveness showing the strongest effect (R² = 0.659), followed by assurance (R² = 0.632) and reliability (R²= 0.613). Respondents rated professionalism, prompt service, and dependable delivery highly, though complaint handling showed room for improvement. The study concludes that increasing sustaining customer satisfaction and loyalty. This research study is expected to contribute evidence-based insights into service quality and customer satisfaction in Uganda’s hospitality sector, offering recommendations for hotel managers, policymakers, and industry stakeholders to increase and boost the development of Uganda’s hospitality industry through enhanced service quality and customer satisfaction. Keywards: Service quality, customer satisfaction, Jinja hotels, Jinja Nile Resort, quantitative cross-sectionalItem Govt advised to use technology in promoting tourism.(New Vision, 2017-12-05) Vision PublicationAs Uganda struggles with exploiting its full tourism potential, the Government has been advised to focus more on the development of technology based advised to focus more on the development of technology based solutions, to attract more visitors into the country.Item Uganda Tourism board intensifies classification and grading of accommodation facilities in the country(New Vision, 2017-07-31) UTBUganda Tourism board intensifies classification and grading of accommodation facilities in the countryItem Why Uganda should celebrate this year's World Tourism Day.(New Vision, 2017-09-26) Asiimwe, StephenTomorrow, Uganda will join the rest of the world to celebrate World Tourism Day to highlight the great strides the industry has taken and the inter-agency and stakeholder support the sector obtains. This year's celebrations will be held in Ssese Island under the theme:Item Exploring Murchison falls park with the preachers(New Vision, 2018-06-10) Ssenkaaba, StephenThe park, the second most visited in Uganda, is home to about 1,600 elephants. About 1,000 hippos live here.Item Uganda struggling to end child marriages(2017-07-31) Mugabe, RobertUgandans should embrace their culture and promote them as a tool to steer the nation into the desired middle-income status, the state minister for tourism, Godfrey Suubi Kiwanda, has said.Item Karimojong urged to promote peace using culture.(New Vision, 2017-09-05) Wanyama, OlandasonThe state minister for minerals, Peter Lokeris, has said culture is significant in promoting peace in Karamoja region, previously characterised by armed conflict and cattle rustling. "We need to make use of culture to ensure the promotion of peace," he noted.Item Decentralise Namugongo tourism promotion.(New Vision, 2017-07-26) Kintu, NyagoThe catholic, Anglican and muslim Namugongo Martyr' shrines are key Ugandan uniting national symbols and tourist attraction.Item Pearl of Africa Hotel to boost tourism sector(Daily Monitor, 2017-10-16) Natasha, MariamI recently attended the opening of the Pearl of Africa Hotel in Nakasero, Kampala. The hotel has been under construction for the last decade and it has more than 253 rooms. It also employs more than 2,000 Ugandans.Item Kalangala: the Ferry is waiting for you(New Vision, 2017-09-02) Kakembo, TusCome International tourism week (September 22-27) under the theme, "Unlocking the potential", all the boats, ferries and ships on Lake Victoria will lead to Kalangala district.Item US criticises Uganda over Journalists rights(New Vision, 2017-11-04) Masaba, JohnThe US Government has criticised the Ugandan Government officials for harassing journalists. This is contained in a US state Department statement released in Washington on Thursday to mark the international day to end impunity for crimes against journalists.Item Uganda targets a million Chinese tourists by 2020(New Vision, 2017-09-11) Tenywa, GeraldThe Minister for Tourism, Prof. Ephraim Kamuntu is hunting for one million Chinese tourists to increase Uganda's visitors to four million by 2020. Currently, Uganda gets 1.7 million tourists mostly from Europe and the US. Kamuntu is heading a delegation at the China Guangdong International Tourism Expo as part of promotional efforts to get at least one million tourists from the world's largest tourist nation.Item Coffee to become toursim product(New Vision, 2017-08-25) Nandudu, ProssyCoffee has earned Uganda Foreign Exchange for years. Now Uganda Tourism Board (UTB) is planning to use the coffee experience to attract more visitors into the country.Item One day to go! Sponsors speak out on Toto fest(New Vision, 2017-12-08) Kasirye, AshrafWith just one day to the Toto Christmas Festival on Sunday, preparations of the Venue at the Nelson Mandela National Stadium in Namboole are in high gear.Item A date with the beasts of Queen Elizabeth(New Vision, 2018-05-06) Luwemba, JuliusAnyone visiting Queen Elizabeth National Park will concur that indeed Uganda is the pearl of Africa! Apart from being the second biggest game habitat in the country, has the biggest number of birds in the country - with over 610 species - and animal species.Item Location gives Sheraton competitive advantage(Daily Monitor, 2017-10-12) Kigongo, JulietToday Sheraton Kampala Hotel is celebrating 50 years of operations. Ms. Jacqueline Nalubega, the corporate sales and public relations manager, spoke to Daily Monitor's Juliet Kigongo.Item Batwa begin New life out of the Forest(New Vision, 2017-09-03) Jagwe, NoahThe Batwa were originally forest-dwelling hunter-gathers in the Great lakes region of Central Africa. The Bwata in Uganda are said to have migrated from the Democratic Republic of Congo. Over time, they lost these forest lands and territories to agro activities and later government conservation.Item Defying water Phobia to see punishment Island on Bunyonyi.(Sunday Vision, 2017-08-20) Agaba, VivianLake Bunyonyi is arguably one of the loveliest and most breathtaking places in Uganda. Located in Southwestern Uganda between Kisoro and Kabale districts, the lake is a magical sight. The lush green vegetation, the surrounding terraced farms and 29 dotted islands in all shapes and sizes make it a sight to behold.Item Treat yourself to chickpea curry.(New Vision, 2017-08-15) Kakembo, TitusAfter one has sampled several vegetarian dishes, it dawns on one that being a vegetarian does not mean being unable to eat amazing curry. The reality is the very opposite. A walk around Kampala, Mbale and Gulu Indian restaurants is a revelation of hundreds of Indian vegetarian tasty recipes to choose from.