Service quality and customer satisfaction of selected lodging establishments using lodging quality index in Solano, Nueva Vizcaya./ Jun Jun T. Ballena,
Material type:
TextPublication details: Bayombong: Nueva Vizcaya State University; 2020.Description: xiv, 32 leaves : photos ; 28 cm
| Item type | Current library | Call number | Status | |
|---|---|---|---|---|
| Undergraduate Research | Nueva Vizcaya State University - Bayombong Campus Reference Section | U (BSHRM) B191 (Browse shelf(Opens below)) | Not for loan |
The study determined the relationship between the lodging quality index dimentions and customers' satisfaction of selected lodging establishments in Solano, Nueva Vizcaya
A survey questionnaire based on the works of Juliet M. Getty and Robert L. Getty (2003) regarding the relationship of the selected dimensions of service quality was used as the primary data gathering tool for the study. Data were analyzed using descriptive (frequency, percentages, means) statistics. The data were analyzed using descriptive (frequency, percentages, means) statistics and Pearson Product-Moment Correlation (PPMC) in the significant relationship (non-direct) between lodging quality index and customer satisfaction.
The study was undertaken in (2) two selected lodging establishments in Solano, Nueva Vizcaya. The lodging establishments were chosen in the study because they can accommodate a room capacity of at least 30 guests and has existed for at least three years
There were two hundred seventy (270) randomly selected guests who served as respondents for the study. Data were gathered from November 2018 - January 2019
Results of the study showed that overall the customers were satisfied in their stay at the establishments which was backed up by their ratings in the questionnaire based on the Lodging Quality Index with its dimensions namely tangibles, reliability, responsiveness, assurance, empathy. Overall the customers of the selected lodging establishments were satisfied in their stay, would return to check-in the near the future and recommend the Lodging establishments to other people.
The correlation matrix showed a highly significant relationship between lodging quality index empathy dimension and customer satisfaction (r=.186**) which simply means that showing empathy to guests especially of those who checked-in at said lodging establishments allowed them to feel heard by acknowledging their feelings. Doing so enhances the experience and increase customer satisfaction, even after a negative experience.
Includes appendices and bibliographical references
There are no comments on this title.
