Miguel, Marjune C. <br/><br/>
Service quality of selected resorts in Nueva Vizcaya/ 
Marjune C. Miguel, Marife J. Suarnaba, Jesabelle Marie O. Valerio 
 - Bayombong:  Nueva Vizcaya State University,  2018. 
 - xvi, 45 leaves :  illustrations ;  28 cm. 
<br/><br/> This study was conducted to assess the service quality of the selected resorts in Nueva Vizcaya. It aimed to gather information from the guest through a questionnaire with the use of Primary and Sub-dimension of Service Quality. The data gathered were subjected to T- Test to determine the difference between the respondent's expectation and the perception to the service quality of the resort and to determine the difference between the technical and functional service quality of the three selected resorts. Also, the Analysis of Variance (One-way ANOVA) was used to determine the difference between the respondent's perception on the technical and functional aspects of the three selected resorts<br/>	The results showed that the guests' expectations are higher than their perceptions in all the factors since the gaps are all negative and the factor with the least gap is the "Behavior" of the employee's service quality of resort A, and the factor with the greatest gap is the "Design" of the physical environment at resort C. Overall, resort A has the highest rating compared to resort B and resort C.<br/>	When it comes to the respondents' perception on the three selected resorts in Nueva Vizcaya, using ANOVA, there was no statistically significant difference with their perception in the service quality provided by the resort.<br/>	Therefore, the guests were not generally satisfied with the service quality of the resorts. Their expectations are higher than their perceptions in all the attributes in measuring the service quality of the resorts. On the average, the expectation's point scale was "Agree". It means that they agreed that the resorts satisfy most of the attributes when it comes to their expectation about the service quality. On the other hand, when it comes to their perception, they only slightly agreed to all of the attributes.<br/>	It is therefore recommended that in order to minimize the gap between the guest's expectation and perception in the service quality, the resort should assure the staff that every contact with the guest must result to a positive experience. Conduct an orientation about rules and regulations to have knowledge about the resort, training must be conducted to improve the communication skills and to widen their expertise. Moreover, attention to the physical appearance of the resort must be enhance to make it more attractive and offer some recreational activities that guest will enjoy during their stay in the resort. Lastly, study should also be conducted to determine the factors that are significant in predicting other dimensions that can boost customers' satisfaction.<br/>  Research paper (Bachelor of Science in Hotel and Restaurant Management) 
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