Customer satisfaction on tourism services in Panicuason Spring Resort, Naga City / Charielyn Rose T. Baquiran, Janell F. Gorgonia, and Chelxie Pauline R. Seño.

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Dissertation note: Undergraduate Theses (BSTM) - Tourism Management. Camarines Sur Polytechnic Colleges, 2024. Abstract: This study aims to provide the destination profile, level of customer satisfaction, the significant relationship of tourism services and propose the destination management plan. This research used quantitative descriptive method on utilizing the questionnaire as the main data gathering tool. To determine the respondents, the statistical tool used is the Quota Sampling Method. The researchers gathered 90 guests and 10 employees of DOT a total of 100 respondents, who have availed and visited the resort. Moreover, this research use Spearman Ranks Correlational Method, to determine the significant relationship of the data gathered. The result findings revealed that respondents generally satisfied with the resort’s services. It turns out that the common struggle of the tourist are the public transport and safety procedures of the guest while availing their activities in the resort. The study identified a significant relationship between availability and satisfaction of amenities, accessibility, emphasizing their interconnected impact on overall satisfaction. The study proposed a Destination Management Plan addressing key areas for improvement, such as enhancing internet connectivity, increasing safety measures for activities, streaming online booking processes, and introducing resort-specific transport- services. These recommendations aimed to elevate customer satisfaction and reinforce the resort’s reputation.
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Unpublished Materials Unpublished Materials Main Library Undergraduate Thesis Section UTH BSTM B222c 2024 (Browse shelf(Opens below)) 1-1 Not for loan 007510UM

Undergraduate Theses (BSTM) - Tourism Management. Camarines Sur Polytechnic Colleges, 2024.

Includes bibliographic references.

This study aims to provide the destination profile, level of customer satisfaction, the significant relationship of tourism services and propose the destination management plan. This research used quantitative descriptive method on utilizing the questionnaire as the main data gathering tool. To determine the respondents, the statistical tool used is the Quota Sampling Method. The researchers gathered 90 guests and 10 employees of DOT a total of 100 respondents, who have availed and visited the resort. Moreover, this research use Spearman Ranks Correlational Method, to determine the significant relationship of the data gathered. The result findings revealed that respondents generally satisfied with the resort’s services. It turns out that the common struggle of the tourist are the public transport and safety procedures of the guest while availing their activities in the resort. The study identified a significant relationship between availability and satisfaction of amenities, accessibility, emphasizing their interconnected impact on overall satisfaction. The study proposed a Destination Management Plan addressing key areas for improvement, such as enhancing internet connectivity, increasing safety measures for activities, streaming online booking processes, and introducing resort-specific transport- services. These recommendations aimed to elevate customer satisfaction and reinforce the resort’s reputation.

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