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dc.contributor.authorMuheebwa, Florence Prescah
dc.contributor.authorMbabazi, Grace Mary
dc.contributor.authorNyakahuma, Charles
dc.contributor.authorRubalema, Alex
dc.contributor.authorNansamba, Hadijah
dc.date.accessioned2023-12-12T16:43:23Z
dc.date.available2023-12-12T16:43:23Z
dc.date.issued2019-02-25
dc.identifier.issn2348-5302 (Online)
dc.identifier.issn2348-8875 (Print)
dc.identifier.otherDOI: 10.21276/sjebm.2019.6.2.5
dc.identifier.urihttp://ir.umu.ac.ug/xmlui/handle/20.500.12280/3063
dc.description.abstractThe hospitality industry has focused attention on services and the delivery of quality services to customers. The conception that organizational learning influences service quality has expanded extensive recognition in both academic circles and managerial practices. Consequently, the purpose of the study was to establish the relationship between organizational learning and service quality. This research was survey-based, whereby primary data was collected with the use of a questionnaire. Data collected included dimensions of organizational learning (Information acquisition, Information interpretation, Information sharing, Information quality and Behavior and cognitive changes) and dimensions of service quality (Tangibles, Reliability, Responsiveness, Assurance and Empathy). The sample comprised of 120 employees from the hospitality organizations in Kampala, Uganda’s capital city where the head offices of these organizations are located. Simple random sampling was used to select respondents. 120 questionnaires were distributed to targeted managerial staff in the hospitality organizations in Kampala. 105 completed questionnaires were returned. However, 2 of the returned questionnaires had missing data and were discarded from analysis. As a result, 85.8% (103/ 120) of questionnaires were used in the analysis. Descriptive statistical analysis, correlation and multiple regression analysis was employed to establish the relationship between organizational learning and service quality. The overall findings revealed that organizational learning had a strong positive relationship on service quality levels within selected hospitality organizations in Kampala Uganda.en_US
dc.language.isoenen_US
dc.publisherSAS Publishers, Indiaen_US
dc.relation.ispartofseriesScholars Journal of Economics, Business and Management;February, 2019; 6 (2): 117-121
dc.subjectOrganizational learningen_US
dc.subjectService qualityen_US
dc.subjectHospitality industry.en_US
dc.titleEnhancing service quality of the hospitality industry in Uganda through organizational learningen_US
dc.typeArticleen_US


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