INFLUENCE OF SUSTAINABLE TOURISM PRACTICES ON CUSTOMER EXPERIENCE AT RADISSON BLU HOTEL, NAIROBI COUNTY, KENYA
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Date
2025-10
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Gretsa University
Abstract
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.
Description
Research project