Influence Of Switching Cost On Customer Retention In Hotel Operations In Umuahia, Abia State
ABSTRACT
This study investigated
the influenced of switching cost on customer retention in hotel operations in
Umuahia Abia state. More specifically, the study sought to determine the influence
of pricing, inconvenience, core service failure, service encounter failure
attraction by competition as an incident of switching cost on customer
retention in the study area. Five specific objectives, research questions and
hypothesis guided the study. The study collected primary data using a
well-structured questionnaire which was distributed to 300 respondents. Two
hundred and eighty one (281) questionnaires was dully filled and retrieved.
while descriptive statistics were used to analyze demographic variables. Simple
regression was used to run the hypothesis on SPSS version 24 among others. The
findings reveal that pricing, inconvenience and service encounter failure has a
significant relationship with customer retention and therefore concludes that that
switching cost to an extent can influence customer retention in hotel operation
in study area and thus, recommends that hotel operations should consider their
price rate and also make sure that their prices reflect on their services and
facilities in other to maintain the loyal customer.
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MICHAEL, U (2023). Influence Of Switching Cost On Customer Retention In Hotel Operations In Umuahia, Abia State. Repository.mouau.edu.ng: Retrieved May 08, 2024, from https://repository.mouau.edu.ng/work/view/influence-of-switching-cost-on-customer-retention-in-hotel-operations-in-umuahia-abia-state-7-2
UNIVERSITY, MICHAEL. "Influence Of Switching Cost On Customer Retention In Hotel Operations In Umuahia, Abia State" Repository.mouau.edu.ng. Repository.mouau.edu.ng, 23 May. 2023, https://repository.mouau.edu.ng/work/view/influence-of-switching-cost-on-customer-retention-in-hotel-operations-in-umuahia-abia-state-7-2. Accessed 08 May. 2024.
UNIVERSITY, MICHAEL. "Influence Of Switching Cost On Customer Retention In Hotel Operations In Umuahia, Abia State". Repository.mouau.edu.ng, Repository.mouau.edu.ng, 23 May. 2023. Web. 08 May. 2024. < https://repository.mouau.edu.ng/work/view/influence-of-switching-cost-on-customer-retention-in-hotel-operations-in-umuahia-abia-state-7-2 >.
UNIVERSITY, MICHAEL. "Influence Of Switching Cost On Customer Retention In Hotel Operations In Umuahia, Abia State" Repository.mouau.edu.ng (2023). Accessed 08 May. 2024. https://repository.mouau.edu.ng/work/view/influence-of-switching-cost-on-customer-retention-in-hotel-operations-in-umuahia-abia-state-7-2