INFLUENCE OF EMPLOYEE TURNOVER ON ENHANCING CUSTOMER RETENTION IN SILVER BROOK HOTEL, NYERI COUNTY, KENYA
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Date
2025-10
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Gretsa University
Abstract
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
Description
Research project