Impacts of Hospitality Management Practices on Customer Retention

Abstract

This report was based on the topic “Impacts of hospitality management practices on customer retention.’ The objectives of the study included: To examine hospitality practices of the hotel, assess the level of repeat visits to the hotel and assessing the relationship between hospitality practices and the level of repeat visits of the hotel by use of survey and interview as methods of data collection. Data was collected from 10 staff of protea Hotel both in Kampala and Entebbe plus 40 guests found at the hotel during the study show that the hotel is performing relatively and there is a strong correlation between hospitality practices and level of repeat visits to a hospitality establishment. The results also show the level of repeat visits experienced by the hotel which is a 4-star hotel indicating that the hotel has a good number of loyal customers of which it has to put in effort to retain and satisfy. The conclusion of this study is that Hospitality practices should be based on customer satisfaction and emphasis should be done on the dimensions of service quality. This will propel any hospitality establishment to gain a good share of the market and in return promote more repeat visits to the hotel. Therefore, hospitality practices based on customer satisfaction has a positive association with the level of repeat visits to a hotel establishment.