Employee Remuneration and Customer Care in the Selected Tour and Travel Companies in Kampala-Uganda

ABSTRACT The study established the relationship between employee remuneration and customer care in the selected Tour and travel companies in Kampala Uganda. Three specific objectives guided this study and these were i) to determine the respondents’ profile in terms of age, gender, level of education, marital status and experience; ii) to examine the level of employee remuneration in the selected Tour and travel companies in Kampala Uganda; (iii) to investigate the level of customer care in the selected Tour and travel companies in Kampala Uganda; (iv) to establish the impact of employee remuneration on customer care in the selected Tour and travel companies in Kampala Uganda; (v) to identify the challenges hindering remuneration of employees and customer care in the selected Tour and travel companies in Kampala Uganda; (vi) to establish if there is a significant relationship between employee remuneration and customer care in the selected Tour and travel companies in Kampala Uganda. This research employed descriptive research design to describe the variables. The study used a population of 1000 and a sample size of 286. Questionnaires were used for reaching respondents who were randomly selected to be part of the study and the data collected was organized and analyzed to generate information which came from the research. The findings revealed the following: employee remuneration in selected Tour and travel companies in Kampala Uganda was rated satisfactory, the level of customer care was rated satisfactory, implying that the selected Tour and travel companies in Kampala Uganda do meet their customers’ needs and expectations, and finally the findings indicated findings also indicated a positive and significant relationship between employee remuneration and customer care in selected Tour and travel companies in Kampala Uganda. Still the conclusions were that; the level of level of employee remuneration was rated satisfactory, hence concluding that the selected Tour and travel companies in Kampala Uganda do meet their customers’ needs and expectations, the is a positive and significant relationship between ~employee remuneration and customer care of selected Tour and travel companies in Kampala Uganda. The researcher recommended that; Tour and travel companies should set up more branches as this will make the customers access the services all the time anywhere, the Tour and travel companies should carry out different workshops aiming at teaching their clients, hence providing them with all the knowledge and skills, the researcher recommends that in order for the Tour and travel companies in improve more on the customers’ feedback, these Tour and travel companies without delay should respond to clients’ problems, suggestions, and complaints in a prompt manner, the staff of the selected Tour and travel companies in Selected Tour and travel companies in Kampala Uganda should be able to help the customers whenever they experience any problem, and it should be handled in a continuous manner.

TABLE OF CONTENTS

DECLARATION A

DECLARATION B

DEDICATION

ACKNOWLEDGMENT iv

TABLE OF CONTENTS v

LIST OF TABLES vii

ABSTRACT viii

CHAPTER ONE 1

INTRODUCTION

1.2 Statement of the Problem 4

1.3 Purpose of the study 5

1.4 Objectives of the study s

1.4.1 General objective of the study

1.4.2 Specific objectives of the study s

1.5 Research questions 5

1.6 Hypothesis 6

1.7 Scope 6

1.7.1 Geographical scope 6

1.7.2. Theoretical Scope 6

1,7.3. Content scope 6

1.7.4 Time scope 7

1.8 Significance of the Study 7

1.9 Operational definition of key terms 7

CHAPTF~. TWO

LITERATURE REVIEW 9

2.1 Concepts, opinions, ideas from Authors/Experts 9

2.2 Theoretical perspective 14

2.3 Related Studies 15

2.4 Conceptual Framework 18

CHAPTER THREE 19

METHODOLOGY 19

3.1 Research Design 19

3.2 Research Population 19

3.3 Sample Size 19

3.4 Sampling Procedures 20

V

3.5 Research Instruments .20

3.6 Validity and reliability 20

3.6.1 Validity 20

3.6.2 Reliability 21

3.7 Data gathering procedures 22

3.8 Data Analysis 22

3.9 Ethical Consideration 23

CHAPTER FOUR 24

DATA PRESENTATION, ANALYSIS AND INTERPRETATION 24

4,OProfile of Respondents 24

4.2 Objective one; to examine the level of employee remuneration in the selected Tour

and travel companies in Kampala Uganda 25

4.3 To investigate the level of customer care in the selected Tour and travel

companies in Kampala Uganda 27

4.4 Relationship between Customer care and Customer care of selected Tour and travel

companies in Kampala Uganda 29

CHAPTER FIVE 31

DISCUSSIONS, CON LUSIONS AND RECOMMENDATIONS 31

5.1 Discussions 31

5.2 Conclusions 32

5.3 Recommendations 32

5.4 New~knowledge acquired 33

REFERENCES 34

APPENDICES 36

APPENDIX I: RESEARCH INSTRUMENT 36