Browsing by Author "GITHAIGA, FAITH MUKAMI"

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    INFLUENCE OF EMPLOYEE TURNOVER ON ENHANCING CUSTOMER RETENTION IN SILVER BROOK HOTEL, NYERI COUNTY, KENYA
    (Gretsa University, 2025-10) GITHAIGA, FAITH MUKAMI
    Employee turnover was a persistent challenge in the hospitality industry, significantly affecting customer retention. This study investigated the influence of employee turnover on customer retention at Silver Brook Hotel in Nyeri, Kenya. Guided by the Service Profit Chain Model and Herzberg’s Two-Factor Theory, the research employed a descriptive design targeting both employees and customers. Data was collected through structured questionnaires, pretested for validity and reliability, and analyzed using descriptive statistics, correlation, regression, and thematic analysis. The findings revealed that higher employee satisfaction, retention, and tenure rates positively influenced customer retention, while high replacement rates negatively affected customer loyalty. The study provided practical insights for hotel management on enhancing workforce stability, improving service quality, and strengthening customer loyalty through effective human resource management practices