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Employee Empowerment On Customer Satisfaction Among Hotels In Uganda. A Case Study Of La Grande Hotel Kampala (issue 4)

The study heavily focused on investigating the impact created by employee empowerment on customer
satisfaction at hotel La Grande in Bwaise. The study was guided by the research objectives, questions and the
appropriate methodologies that generated credible and reliable findings that was very significant to
government and non-government actors as a guide in the advocacy and formulation of policies and programs
geared towards achieving customer satisfaction in the hotel and hospitality sector. The study found out that
there is a close correlation between employee empowerment and customer satisfaction in the hospitality
sector. The study found out there are a number of factors that affect both employee empowerment and
customer satisfaction such as poor funding, training among others. The study recommended that there is need
for more funding, employee engagement to intensify the employee empowerment and customer satisfaction
goals. The management should also ensure that orientation programs are tailored according to employee
capabilities, needs/interests, priorities and areas of specialization. In this case, the methods of orientation given
to top managers should not be the same as those of lower level staff like cook or cleaners especially due to the
different educational levels and work requirements.

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