Conducted by BatStateU
, Started on 2016 -
Completed on 2017
Completed
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The study entitled “Assessment of Guest Service on Selected Hotels in Batangas and Lipa City” sought to identify the service level of hotel in Batangas and Lipa City. To acquire answers this research achieve its objectives of identifying the demographic profile of the hotel guest in terms of age, sex, civil status, educational attainment, monthly income, hotel visited, frequency of hotel visit per month and occupation; identifying the assessment of guest to the hotel services in terms of answering customer questions, handling complaint, accurate delivery of service, total guest check, and appropriate menu items; identifying if there any significant differences in the assessment of the respondents when grouped according to profile variables; and proposing a set of activities to further improve the service levels. The researchers collected information from the hotel guests of selected accommodation businesses in Batangas City and Lipa City. A set of survey questionnaires were employed to one hundred and eighty (180) respondents from Batangas Country Club, Days Hotel, Hotel La Corona de Lipa, and La Virginia Hotel and Resort. The statistics tools use to analyze the raw date include weighted mean, relative frequency, and percentage of analyzing the demographics of the respondents. Further; one-way analysis of variance and independent T-test was used in order to identify if there were any significant difference in the responses made by the respondents when grouped according to profile variables. Results show that majority of the respondents were aged 18 - 35 yearsold, amounting to 59.4 percent of the population. There were slightly more males amounting to 51.1 percent of the population. Majority of the respondents were married with frequencies amounting to 52. 1. Further, majority of the respondents were college graduates amounting to 78.3 percent of the population. Additionally respondents have an income ranging between Php 10, 000 to 19, 999. The respondents were distributed evenly amongst all hotels. 52.2 percent of the respondents claim to have business-related occupations. Additionally the respondents gave assessment mean score values of 3.63 for answering customer question, 3.38 for handling complaints, 3.53 for accurate delivery of service, 3.47 for total guest check, and 3.57 for appropriate menu items. Further there were significant differences only for handling complaints when grouped according to occupation, for accurate delivery of service when grouped according to educational attainment, monthly income, and hotel visited, for appropriate menu items when grouped according to educational attainment and monthly income.