• Login
    View Item 
    •   Mak IR Home
    • College of Business and Management Sciences (CoBAMS)
    • School of Business (SB)
    • Makerere University Business School (MUBS) Collection
    • View Item
    •   Mak IR Home
    • College of Business and Management Sciences (CoBAMS)
    • School of Business (SB)
    • Makerere University Business School (MUBS) Collection
    • View Item
    JavaScript is disabled for your browser. Some features of this site may not work without it.

    Intellectual capital and guest delight among selected hotels in Kampala

    Thumbnail
    View/Open
    Geoffrey Dissertation report 3 (2).pdf (354.6Kb)
    Date
    2012-07
    Author
    Muhoro, Geoffrey
    Metadata
    Show full item record
    Abstract
    Based on online reviews on hotels in Kampala, the researcher noted a trend in which guests were not being delighted by the services being offered in the hotels. From existing literature, the most likely reason that would impact on guest delight was suspected to be intellectual capital The study thus examined the relationship intellectual capital and guest delight among selected hotels in Kampala. A cross sectional research design was used in establishing the relationship between intellectual capital and guest delight. Data was collected using a 5 point closed end questionnaire. The unit of analysis of 38 hotels were selected using simple random technique while unit of inquiry consisting of staff and guests of the hotels were drawn using purposive sampling and convenience sampling respectively. The study findings revealed that a positive significant relationship existed between intellectual capital and guest delight.(r=.625**, p<0.01). It was further found out that the intellectual capital that consisted of human, relational and structural capital contributed 43% of guest delight. From the study, it was found out that human capital is the most key element of intellectual capital that contributed towards guest delight, followed by relational capital. The managerial implications is that hotel management should focus on developing employees and creating long time relationships with clients in a bid to achieve guest delight.
    URI
    http://hdl.handle.net/10570/2065
    Collections
    • Makerere University Business School (MUBS) Collection

    DSpace 5.8 copyright © Makerere University 
    Contact Us | Send Feedback
    Theme by 
    Atmire NV
     

     

    Browse

    All of Mak IRCommunities & CollectionsTitlesAuthorsBy AdvisorBy Issue DateSubjectsBy TypeThis CollectionTitlesAuthorsBy AdvisorBy Issue DateSubjectsBy Type

    My Account

    LoginRegister

    Statistics

    Most Popular ItemsStatistics by CountryMost Popular Authors

    DSpace 5.8 copyright © Makerere University 
    Contact Us | Send Feedback
    Theme by 
    Atmire NV