Customer Satisfaction on Service Quality of Selected Hotels in Digos City/
Rhea Mae Calasara, Kevin Pantallano, Jeric Rosalita and Joan Sanchez.
- Digos City: UMDC February 2017.
- 75 pages; 30 cm.
This research points out the customer satisfaction on service quality of selected hotels in Digos City. Customer Satisfaction is a critical dimension in hotel industry which the customer can be satisfied to the service provided by the hotel. Moreover, the purpose of studying the customer satisfaction on service quality is to give further findings about the indicator and these are the tangibles, reliability, responsiveness assurance and empathy. The information was gathered through a self-created survey questionnaire, used to gather information from customers of selected hotels in Digos City, this study has made used the descriptive method There were 100 respondents direct survey from ten selected hotels and the proponents carry out the questionnaire to; Avenue one 39, Danny's 27, Arnaldo's, 11 and A&B had 23 respondents. The discovery of the study showed that the customer satisfaction was understood as high which means that the customer is agreed on the service quality given by the hotel. On the other hand, there is a significant difference between customer satisfaction and service quality. In the result and conclusion of the research that the service quality of hotel can build more and level up for the satisfaction of the customer. The reason is that the customer satisfaction is a key component to guarantee customer loyalty There ought to keep up open correspondent lines between the hotel managers and costumers. In this way. they ought to fulfill the client's needs and longings and furthermore the service quality with an extraordinary execution. Keywords: Customer satisfaction, Service quality, Hotel service
Business Administration--Undergraduate thesis. --Marketing Management