The relationship between staff motivation and service delivery in the hospitality industry, a case study of Mbale resort hotel.
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Date
2026
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Busitema University
Abstract
This study investigated the relationship between staff motivation and service delivery in the hospitality industry, with a specific focus on Mbale Resort Hotel in Uganda. Guided by Herzberg’s Two-Factor Theory, the research aimed to assess the effects of intrinsic and extrinsic motivation factors on service delivery and propose recommendations for enhancing staff motivation and customer satisfaction. A descriptive cross-sectional design was employed, with data collected from 62 hotel employees using structured questionnaires. Analysis involved descriptive statistics, correlation, and regression techniques. The findings revealed strong positive correlations between intrinsic motivation and service delivery (r = 0.781, p < 0.01), and extrinsic motivation and service delivery (r = 0.734, p < 0.01). Regression analyses showed that intrinsic motivation explained 61.0% of the variation in service delivery (R² = 0.610), while extrinsic motivation accounted for 53.9% (R² = 0.539). Additionally, recommended staff motivation strategies correlated positively with service delivery (r = 0.698, p < 0.01) and explained 48.7% of the variance (R² = 0.487). Significant intrinsic motivators included recognition, career growth, and employee participation, while extrinsic motivators such as fair remuneration, training, and supportive supervision were also significant. Respondents strongly supported improvements in salaries, training, welfare programs, and communication to enhance motivation and service quality. The study concluded that both intrinsic and extrinsic motivational factors substantially influence service delivery at Mbale Resort Hotel, with intrinsic motivation having a slightly greater impact. The study recommended that policy makers develop supportive labor policies, practitioners implement comprehensive motivation strategies, and future researchers explore the nuanced impacts of motivation on service dimensions and employee retention.
Keywords: staff motivation, service delivery, hospitality industry, Mbale resort hotel, intrinsic and extrinsic motivation.
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Kooyi, S. (2026). The relationship between staff motivation and service delivery in the hospitality industry, a case study of Mbale resort hotel. Busitema University. Unpublished dissertation.