Bancaso, Rainier Ian D. creator author. Frias, Contess Nicole R. author. Moreno, Richard R. author. Regondola, Shane Michael M. author. Villar, Lynn C., adviser. Lumabe, John Mykelle H., chair, panelist. Brioso, Jessa C., panelist. Bernales, Mary Jane T., panelist. text bibliography ph 2024 monographic eng

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136 leaves. This study investigates customer satisfaction at Pechelitos Beach Resort in Pasacao, Camarines Sur, by analyzing various dimensions of service quality including tangibility, reliability, responsiveness, assurance, and empathy. A total of 204 respondents participated in the survey, which evaluated their demographic profiles and measured their level of satisfaction using a structured questionnaire based on the SERVQUAL model. In order to interpret the data gathered, statistical tools were used such as percentage and frequency, weighted mean and analysis of variance. Majority of the customers visiting beach resorts in Pasacao, Camarines Sur were within 18-26 years old, single females, and visiting there regularly. The respondents were satisfied with the services of the selected beach resort for they assessed that the tangibility, reliability, responsiveness, assurance and empathy were very good. They perceived that their loyalty was affected by convenience, expectation, customer service, personal relationships and rewards and assessed that the beach resort provided such in a very good manner. Recommendations include enhancing staff training to improve responsiveness, implementing systematic feedback mechanisms, expanding recreational activities, and fostering community partnerships to bolster the resort's appeal. Rainier Ian D. Bancaso, [and 3 others]. Undergraduate Theses (BSTM) - Tourism Management. Camarines Sur Polytechnic Colleges, 2024. Includes bibliographic references. CSPC 260909 20260909020037.0 eng