Earticle

초록

영어

Different hotels have different classifications and offer variety of services. These hotel establishments have one common goal and that is to satisfy their guests' insatiable needs by providing high quality service which is beyond the expectations of their customers. The researcher examined three important variables – the classification of the hotels, quality of services and customer satisfaction. The researcher sought to determine if the first two mentioned variables – classification of hotels and quality of services, has a relationship to the customer satisfaction. The study concluded that the classification of the hotels did not relate significantly to the customers’ level of satisfaction on the basis of the first three customer satisfaction variables - reception and service, guestroom service and business center, except in the food and beverage variable. Two independent variables under the quality of service factor particularly the empathy and responsibility appeared to have a positive and significant relationship with customer satisfaction. The finding showed that other service quality variables did not affect the customer satisfaction variables.

목차

Abstract
I. INTRODUCTION
II. METHODS
A. Research Design
B. Research Design
III. RESULTS & DISCUSSIONS
A. Hotel Classification
B. Quality of Service
C. Customers’ Satisfaction 
D. Correlation of Variables 
III. CONCLUSIONS
IV. RECOMMENDATIONS
REFERENCES

키워드

저자

• William C. Alcantara [ College of Hospitality and Tourism Management, Bulacan State University, Bulacan, Philippines ] Corresponding author

참고문헌

발행기관

간행물

표지보기 관심저널 등록

• 간행물명

  IJEMR

• 간기

  계간

• pISSN

  2546-1583

• 수록기간

  2017~2022

• 십진분류

  KDC 327 DDC 332