Influence of Hotel Ambience and Performance of Hotels in Uganda. A Critical Literature Review
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Date
2022
Authors
Kyule, Allan Kariuki
Journal Title
Journal ISSN
Volume Title
Publisher
CARI Journals
Abstract
Purpose: Globally, there are over 160,000 star rated hotels with more than 14 million
accommodation (rooms) available to millions of customers across low, middle and upmarket
hotels. The overall objective of this study was to examine influence of hotel ambience and
performance of hotels in upmarket areas.
Methodology: The paper used a desk study review methodology where relevant empirical
literature was reviewed to identify main themes and to extract knowledge gaps.
Findings: The study concluded that upmarket hotel managers should improve and maintain
consistency in service quality to enhance accommodation performance of their hotels. Upmarket
hotel managers should place considerable importance on improving the levels of service
reliability/trustworthiness, service reputation/credibility, and service recovery when something
goes wrong, service accessibility/flexibility, service professionalism/skills and service
behaviour/attitude in their daily operations. Upmarket hotel managers pay more attention to service
quality delivery for better room efficiency and customer satisfaction.
Unique Contribution to Theory, Policy and Practice: This study recommended that that the
hotel regulatory authorities should improve on regulations and control of accommodation facilities
to facilitate better accommodation performance of upmarket hotels. Upmarket hotel managers
should consistently improve the quality of room facilities and service quality as well as support
regulatory control to cause positive and significant changes in accommodation performance of
upmarket hotels. The customers should use hotel star rating status as guide in comparing and
making decisions on choice of accommodation facilities of upmarket hotels.
Description
Article
Keywords
Influence, Hotel Ambience, Performance, Hotels, Upmarket Areas, Upmarket Areas, Upmarket Areas
Citation
Kyule, A. K. (2022). Influence of Hotel Ambience and Performance of Hotels in Uganda. A Critical Literature Review. Journal of Modern Hospitality, 1(1), 40-53.