This study was conducted to determine the expected and perceived service quality of selected lodging establishment in Nueva Vizcaya. It aimed to gather information from 351 randomly selected customers through survey questionnaire with the use of SERVQUAL instrument.
A survey questionnaire developed by Sriyam (2010). Descriptive statistic was mainly utilized to identify the demographic profile of the respondents and the customers' expectation and perception service quality dimensions on the lodging establishments, particularly the frequency, mean, percentage and gap analysis was used in comparing data gathering and their significant differences in the data was analyzed using T-TEST.
The findings of this study showed the highest level of customers' expectation was assurance (4.06); meanwhile, the highest level of customers' perception was tangibility (3.41). Also the highest and lowest mean difference was 0.740.46 in the aspect of Empathy. The findings for the Test of difference as there is a significant gap was analyzed on the expected quality of services of front liners are higher than the perceived quality of services offered by the front liners. This implies that the expectation of customers on the service quality were not met as perceived by their customers.

Thesis (Bachelor of Science in Hotel and Restaurant Management)