INFLUENCE OF GUEST LOYALTY PROGRAMS ON CUSTOMER  SATISFACTION IN SELECTED FIVE-STAR HOTELS IN NAIROBI COUNTY,  KENYA

KASILI, CHRISPUS WAFULA

dc.contributor.author	KASILI, CHRISPUS WAFULA
dc.date.accessioned	2025-03-14T06:38:18Z
dc.date.available	2025-03-14T06:38:18Z
dc.date.issued	2024
dc.identifier.uri	https://ir.gretsauniversity.ac.ke/xmlui/handle/20.500.12736/4249
dc.description.abstract	Customer loyalty is without a doubt a vital aspect that has in the recent times gained a lot of relevance to many service providers in different sectors. This study sought to look into how concepts of guest loyalty programs can be attributed to the eventual customer loyalty as observed in selected five-star hotels in Nairobi County, Kenya. In essence therefore, the researcher was guided by the general objective: To investigate the effect of guest loyalty programs on customer satisfaction in five-star hotels in Nairobi county, Kenya. The study therefore keenly focused on social recognition, Special Promotions and Offers, and instant benefits as the measures of guest loyalty programs. The descriptive survey design was ideally stated in the research design for this specific investigation. The study therefore focused on customers as the study respondents in this research. A Convenience sampling technique was used to sample the participants even as the questionnaires were used as the study tool in this case. The researcher sought to get clarity from the closed-ended sets of questions presented to the respondents and through descriptive and inferential statistics, data was fully analyzed upon entry into the Statistical Package for Social Sciences (SPSS). Tables, charts, figures, and graphs illustrating the analysis's findings made it possible to draw pertinent study conclusions. all of the independent variables (social recognition, special promotions and offers, and instant benefits) have a positive and substantial link with customer loyalty. The strength of these correlations is the sole variable that differs, with instant benefits registering the highest positive strength rate when compared to the other two variables that were examined. This study and its findings can be applied in the field of academia to provide insights into the matter of customer loyalty in hospitality and in addition, the findings can be applied to enable informed decision- making when it comes to fostering customer loyalty across the industry.	en_US
dc.publisher	Gretsa university	en_US
dc.subject	Research project	en_US
dc.title	INFLUENCE OF GUEST LOYALTY PROGRAMS ON CUSTOMER SATISFACTION IN SELECTED FIVE-STAR HOTELS IN NAIROBI COUNTY, KENYA	en_US