Learning Resource and Development

Service quality of beach resorts in Balatan, Camarines Sur / Micah M. Desalisa [and 3others].

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Dissertation note: Undergraduate Theses (BSHM) - Hospitality Management Camarines Sur Polytechnic Colleges, 2023 Abstract: The study assessed the services provided by the beach resorts in Balatan, Camarines Sur in terms of accommodation, accessibility, attraction, amenities, and activities. It also assessed beach resorts' service quality based on the SERVQUAL model's elements. This study utilized the descriptive correlational design to investigate if there is a significant relationship between the beach resorts' services and the satisfaction level of the guests and to what extent these are correlated. Data was collected by administering a self-made questionnaire to 128 guests who visited the randomly selected beach resorts in Balatan, Camarines Sur. The study's respondents rated Balatan's service quality as "Satisfied" using the 5 A's of tourism: accommodation, attraction, activities, amenities, and accessibility. The guests' perception of the services provided by the beach resort in Balatan is only satisfied because their satisfaction is affected by the lack of different activities that can be enjoyed during their stay. The correlational results depicted a significant relationship between service quality and customer satisfaction, as conveyed by the computed p-value of less than 0.05. Therefore, it is recommended that the beach resorts in Balatan, Camarines Sur should aim to improve their existing services to a very satisfactory level, given that the respondents' assessment is only satisfactory. Furthermore, beach resorts should emphasize improvements that meet and exceed the guests' expectations and pursue development opportunities in the service industry.
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Unpublished Materials Unpublished Materials Main Library Undergraduate Thesis Section UTH BSHM D451s 2023 (Browse shelf(Opens below)) 1-1 Not for loan 006488UM

Undergraduate Theses (BSHM) - Hospitality Management Camarines Sur Polytechnic Colleges, 2023

Includes bibliographic references.

The study assessed the services provided by the beach resorts in Balatan, Camarines Sur in terms of accommodation, accessibility, attraction, amenities, and activities. It also assessed beach resorts' service quality based on the SERVQUAL model's elements. This study utilized the descriptive correlational design to investigate if there is a significant relationship between the beach resorts' services and the satisfaction level of the guests and to what extent these are correlated. Data was collected by administering a self-made questionnaire to 128 guests who visited the randomly selected beach resorts in Balatan, Camarines Sur. The study's respondents rated Balatan's service quality as "Satisfied" using the 5 A's of tourism: accommodation, attraction, activities, amenities, and accessibility. The guests' perception of the services provided by the beach resort in Balatan is only satisfied because their satisfaction is affected by the lack of different activities that can be enjoyed during their stay. The correlational results depicted a significant relationship between service quality and customer satisfaction, as conveyed by the computed p-value of less than 0.05. Therefore, it is recommended that the beach resorts in Balatan, Camarines Sur should aim to improve their existing services to a very satisfactory level, given that the respondents' assessment is only satisfactory. Furthermore, beach resorts should emphasize improvements that meet and exceed the guests' expectations and pursue development opportunities in the service industry.

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