dc.description.abstract | This study sought to examine the relationship between Customer care services and Client retention. The study was cross sectional in that both quantitative and qualitative tech-niques were used. Factor analysis was carried out. Stratified sampling and later simple random sampling were employed so that good results could be got. The observation method was used to complement on the applied study tools. The results revealed that cli-ents’ retention depends on the kind of customer care services in Hotels. Provision of a number of quality customer care services was responsible for clients’ retention and this was also backed up with a number of other strategies to retain these clients like; Provid-ing services that have been promised, Providing services at the appointed time, Availing services at all times, Maintaining standards such as good beds and beddings, room quali-ty, good lighting, good furniture, accessories in all rooms, Attractive infrastructure. The reasons for the above were provision of a number of customer care services such as; beds, adequate security, cleanliness, good food, price valve for services, nice atmosphere, con-venient location, and trained staff. The study recommended critical empowerment of managers in terms of acquiring sufficient knowledge on providing and maintaining the needed customer care services for retention.
Keywords: Customers care services and Client retention in hospitality facilities | en_US |