Determinants Of Customer Retention In Five Star Hotels In Addis Ababa

In contemporary business world one of the fundamental concepts that makes or breaks a firm’srnsuccess is customer retention. Hence this study focused on examining the determinants ofrncustomer retention in five star hotels in Addis Ababa. Accordingly, three specific objectives wererncrafted and examined through nine independent variables: Quality of Object, Quality ofrnProcesses, Quality of Infrastructure, Quality of Atmosphere, Quality of Interaction, Trust,rnCommitment, Communication, and Conflict handling. The research used a Deductive Approachrnand quantitative method. In order to select the participants, both probability and non-probabilityrnsampling method were employed. The data was collected through self-administeredrnquestionnaire from each hotel and went through analysis using correlation as well as regressionrnafter it was cleaned and tested for reliability and validity. The result of the correlation analysisrnindicated that Quality of Interaction had high correlation with Quality of Infrastructure andrntherefore, was excluded from further analysis. The regression analysis showed that seven of thernindependent variables: Quality of Processes, Quality of Infrastructure, Quality of Atmosphere,rnTrust, Commitment, Communication, and Conflict handling have significant effect on customerrnretention while Quality of Object didn’t

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