Organizational Justice, Customer Engagement and Behavioral Intentions in Selected Hotels in Jinja City.

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dc.contributor.authorTaremwa Yonasan
dc.date.accessioned2026-07-22T06:59:15Z
dc.date.available2026-07-22T06:59:15Z
dc.date.issued2025-01-11
dc.descriptionThis is a master's thesis.
dc.description.abstractThis research investigated the correlation between Organizational Justice, Customer Engagement, and Customer Behavioral Intentions in Uganda. A descriptive research survey design was utilized, involving a sample of 336 participants drawn from a total population of 2,710. Data collection was conducted through questionnaires, and the results are summarized as follows: In hypothesis H1, The study aimed at examining the existing link between organizational justice and customers’ behavioral intentions in Jinja city’s selected hotels. The study findings are that the organizational justice level experienced by customers in these hotels has a positive, robust, and meaningful connection with customers' behavioral intentions. Supporting hypothesis H2, the findings indicated that customer engagement, particularly in managing complaints and feedback, is significantly associated with customer behavioral intentions. The hierarchical multiple linear regression analysis demonstrated that both organizational justice and customer engagement serve as significant predictors of customer behavioral intentions in Jinja City hotels, thereby reinforcing hypothesis H3. In conclusion, combined effect of organizational justice (OJ) and customer engagement (CE) accounts for 43.1% variance in customer behavioral intentions within hotels in Jinja City, Uganda. The overall model was statistically significant at the 1 percent level and can be expressed as BI = 3.79 + 0.263OJ + 0.467CE, where BI represents customer behavioral intention, OJ denotes organizational justice, and CE signifies customer engagement. The study recommends that hotel owners and managers develop strategies aimed at enhancing positive customer behavioral intentions, particularly through improved initiatives in organizational justice and customer engagement.
dc.description.sponsorshipAssoc. Prof. Otengei Samson (PhD) (Makerere University Business School) & Mr. Kawere Richard, PhD (Makerere University Business School)
dc.identifier.citationTaremwa, Y. (2025). Organizational Justice, Customer Engagement and Behavioral Intentions in Selected Hotels in Jinja City. (Unpublished master’s dissertation). Makerere University Business School, Kampala, Uganda.
dc.identifier.urihttp://hdl.handle.net/20.500.12282/6074
dc.language.isoen
dc.publisherMakerere University Business School
dc.rightsAttribution-NonCommercial-NoDerivs 3.0 United Statesen
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/3.0/us/
dc.titleOrganizational Justice, Customer Engagement and Behavioral Intentions in Selected Hotels in Jinja City.
dc.typeThesis
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