The study examined the effects of working conditions on service quality in the hospitality industry, with specific focus onJinja Nile Resort Hotel. It specifically sought to examine the effect of workplace environment on service quality in Jinja Nile Resort Hotel, assess the effect of remuneration on service quality in Jinja Nile Resort Hotel and establish the effect of capacity development on service quality in Jinja Nile Resort Hotel.
The study used a cross-sectional research design — both qualitative and quantitative data collection methods were used — to collect data from a sample of 472 respondents in accordance with Krejcie and Morgan (1970). The results of the study show that the three constructs of the independent variable had very high positive significant relationships with service quality in hotel industry: workplace environment and service quality (R = 68%), remuneration and service quality (R = 86.4%), and capacity development on service quality (R = 71.8%). The three constructs of the independent variable accounted for 80% of the variation in service quality in the hotel industry, thus they were very critical to service quality in Jinja Nile Resort Hotel. The study recommends that in order to improve service quality, the hotel management should improve on the work place environment to increase on employee positive attitude towards work, indulge in regular training of the employees to match with the regular changing customer needs to meet customer expectations, to increase on the remuneration to attract and retain the most talented staff, and above all embrace the use of new technology where business with customers can be carried out online to maintain customer relationships, increase efficiency, reliability, and empathy through online bookings which will all finally result into high service quality level in the hotel.