The Influence Of Customer Service Features On Customer Retention: A Case Of Cofkans Hotel.

ABSTRACT Organizations in the hospitality industry are employing various strategies to retain customers to their facilities due to the increasing competition in the industry and the complexity of customers demand. One key strategy is to ensure efficient customer service to patrons of hotels. This study examines the influence of customer service features on customer retention in one of the prestigious indigenous hotels in the Obuasi municipal-Cofkans hotel. The study used a qualitative design to understand the effects of customer service features from two stakeholders, guest and employees of th…