Browsing by Author "Shifferaw, Surafel"

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    Determinants of Customer Retention in Five Star Hotels in Addis Ababa
    (Addis Ababa University, 2018-05-13) Shifferaw, Surafel; Andualem, Getie (PhD)
    In contemporary business world one of the fundamental concepts that makes or breaks a firm’s success is customer retention. Hence this study focused on examining the determinants of customer retention in five star hotels in Addis Ababa. Accordingly, three specific objectives were crafted and examined through nine independent variables: Quality of Object, Quality of Processes, Quality of Infrastructure, Quality of Atmosphere, Quality of Interaction, Trust, Commitment, Communication, and Conflict handling. The research used a Deductive Approach and quantitative method. In order to select the participants, both probability and non-probability sampling method were employed. The data was collected through self-administered questionnaire from each hotel and went through analysis using correlation as well as regression after it was cleaned and tested for reliability and validity. The result of the correlation analysis indicated that Quality of Interaction had high correlation with Quality of Infrastructure and therefore, was excluded from further analysis. The regression analysis showed that seven of the independent variables: Quality of Processes, Quality of Infrastructure, Quality of Atmosphere, Trust, Commitment, Communication, and Conflict handling have significant effect on customer retention while Quality of Object didn’t