Human Capital, Working Environment, Employee Performance and Service Quality in Accommodation Facilities in Kampala City

Abstract

The study examined the relationship between human capital, working environment, employee performance and service quality in accommodation facilities in Kampala City. A cross-sectional survey design was used to investigate the relationship between human capital, working environment, employee performance and service quality in accommodation facilities in Kampala City. Questionnaires were used to collect data from a sample of 92 accommodation facilities obtained from the population of 120 registered rated accommodation facilities in Kampala. Each facility was given three questionnaires. At least 77 accommodation facilities returned 2 questionnaires each. These were aggregated to enable the researcher test the objectives developed from the literature review. The results suggest that both human capital and employee performance are positive and significant predictors of service quality. Work Environment found to be a non-significant predictor of service quality. It is recommended that accommodation facilities management should invest in human capital and employee performance for improvement in service quality.