Browsing by Author "ACHIENG’, EMMA"

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    INFLUENCE OF SUSTAINABLE TOURISM PRACTICES ON CUSTOMER EXPERIENCE AT RADISSON BLU HOTEL, NAIROBI COUNTY, KENYA
    (Gretsa University, 2025-10) ACHIENG’, EMMA
    The objective of this study was to examine the influence of sustainable tourism practices on customer experience at the Radisson Blu Hotel, Nairobi. A descriptive research design was adopted, and data was collected using structured, closed-ended questionnaires distributed to 92 hotel guests. Out of these, 70 completed questionnaires were returned, yielding a 76% response rate. Data was analyzed using descriptive and inferential statistical methods, including Pearson correlation analysis. To assess how sustainable practices influenced customer experience, the study focused on four core areas: guest education and engagement, waste management, water conservation, and energy conservation. The findings revealed that 85% of guests had a positive experience linked to guest education and engagement programs, while 75% were satisfied with waste management initiatives. Similarly, 80% of respondents appreciated the hotel’s efforts in both water and energy conservation. Inferential analysis indicated that all four sustainable tourism practices had statistically significant and positive correlations with customer experience (guest education and engagement: r = .644, p < .001; waste management: r = .383, p = .001; water conservation: r = .462, p < .001; energy conservation: r = .521, p < .001). The results demonstrated that sustainable tourism practices significantly enhance customer experience and satisfaction. The study contributes to academic literature by confirming the positive role of sustainability in hospitality and provides practical recommendations for hotel managers to invest in guest-centric sustainability programs. These insights are particularly relevant for hotels seeking to enhance customer loyalty, promote environmental responsibility, and maintain a competitive edge in the tourism industry.