Employee Competence in the Hospitality Industry: A Study of Hotels in Eastern Uganda

Author(s)	salinge Hawa, Catherine Nankya, Leonard Jjuuko, Alex Wasswa
Country	Uganda
Abstract	Abstract this study investigated the influence of employee competence on service quality in hotel establishments in Eastern Uganda, specifically Jinja Nile Resort, Wash and Wills Hotel, and Mbale Resort. Employing a cross-sectional quantitative research design, data were collected from 134 respondents, including hotel staff and guests. The findings reveal a significant positive relationship between employee competence and service quality (r=0.617, p<0.001). Regression analysis confirmed that employee competence is a significant predictor of service quality (β=0.617, p<0.001). The results underscore the importance of multidimensional competencies, knowledge, skills, adaptability, and experience in delivering superior hospitality services. The study emphasizes the strategic value of human capital development in enhancing organizational performance and customer satisfaction in Uganda’s growing hospitality sector.
Keywords	Employee competence, Service quality, Hospitality industry, Uganda, Hotel management
Field	Sociology > Tourism / Transport
Published In	Volume 7, Issue 4, July-August 2026
Published On	2026-08-12

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