Intellectual capital and guest delight among selected hotels in Kampala

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.