Employee motivation and customer satisfaction in the hospitality industry :

Abstract

This study aimed at determining the role of employee motivation on customer satisfaction in the hotel industrial sector in Uganda with the study objectives; To find out the role of Motivation Incentives on customer satisfaction of hotel industry in Kampala city. To find out the role of Engagement on customer satisfaction of hotel industry in Kampala city. To find out the role of Employment Benefits on the customer satisfaction of hotel industry in Kampala city .The study was anchored on Agency theory as suggested by Jensen & Meckling (1976) which recommends employee motivational tools are some of the mechanisms that can be used in an entity to solve the agency problem by reducing the agency outlays that further boosts customer satisfaction (Kamau, 2022). In addition to that, the study applied a cross-sectional research design and quantitative approach. The study had a target population of 38 respondents and collected data from a sample size of 36 respondents as guided by Krejcie and Morgan (1970). Data was collected using close ended questionnaires of up to five Likert scale. Furthermore, data analysis was done using statistical package for social sciences from which descriptive statistics, frequency tables, reliability, validity, correlation and regression remarks were obtained. The study findings showed that employee motivation positively impacts customer satisfaction in the hotel industry. Based on the findings of the study, the researcher therefore recommends that Mestil hotel should endeavor to ensure and maintain motivational incentives categorized by allowances, rewards, decision making, training etc. to help in boosting employee’s performance which in the due course enhances customer satisfaction.