Influence of establishing image on customer Retention : A case of Chambai Hotel

Abstract

The purpose of this study was to investigate the influence of establishment’s image on customer retention. Customer retention is an important tool for the hotel in maintaining the old customer and attracting new customers. The main aim of this research is to find out the effect of establishments image on customer retention. Research was conducted in order to find out which hotels are better in comparing hotel Chambai and hotel seasons both based in Narok town. In this line, study will apply both qualitative and quantitative techniques. The primary data was collected through questionnaire, which was distributed among the residential customers of these hotels. Furthermore, the secondary data was collected from different journal articles, textbooks, magazines. The sample size was 156.