The Impact Of Customer Satisfaction On The Development Of The Hotel Industry In Kampala A Case Study Of Serena Hotel

TABLE OF CONTENTSDECLARATION iiAPPROVAL iiiDEDICATION ivACKNOWLEDGEMENT vLIST OF TABLES xABSTRACT xiCHAPTER ONE 1BACKGROUND OF THE STUDY 11.0 Introduction 11.1 Background to the Study 11.2 Statement ofthe Problem 21.3 Purpose ofthe Study 31.4 Research Objectives 31.4 Research Questions 31.5 Scope of the Study 41.5.1 Geographical Scope 41.5.2 Content Scope 41.5.3 Time scope 41.6 Significance ofthe Study 4CHAPTER TWO 6LITERATURE REVIEW 62.0 Introduction 62.1 The Various forms of Customer Satisfaction 62.2 Ways through which customer satisfaction affects development 8vi2.3 Constraints to effectiv…