MABALACAT CITY COLLEGE - DAPDAP

Brgy.Dapdap, Mabalacat City, Pampanga

LEVEL OF SATISFACTION OF THE GUESTS IN TERMS OF

ACCOMMODATION SERVICES IN CENTURY HOTEL

RESEARCHERS:

ARIOLA, JERRALYN E.

CANLAS, TRICIA MAE D.

CALAGUAS, JEFFREY G.

MANABAT, KAYLA ARDHIE MAE G.

PALAD, STEPHANIE MAE D.

POLO, ALDRIN

VALLESPIN, JAMES VINCENT M.

RESEARCH ADVISER:

RONALD D. ROMERO
Chapter 1

THE PROBLEM AND ITS BACKGROUND

Introduction

In the past few decades until in modern times, there’s a

rapid growth and expansions of hotel industry in our generation

we can’t denied and need to admit that many of the industries

also establishments are still continually progressing specially

is the hotel industry that gives accommodation services,

satisfaction and good quality service to the guest. This place

can be used for celebrations, meetings, business etc. Some people

spend their vacations has undergone a change, guest would like to

spend in a good times and have a bonding with their family and

friends, more often this place is so quiet, calm and feel safe

and secure in anytime. Comfortable hotels and accommodation has a

major role for travellers/guests from other countries even from

locals. Hotels are globally important to all guests that can

provide accommodation services for satisfaction of guests.

Accommodation services play a major job provider to guests.

It is an overall experience while visiting the hotel they can

rest and revive during the stay at the hotel.

One of the well-known hotel around in Angeles City, Pampanga

is Century Hotel with a 3 stars of rate this hotel is a low key

rooms in a casual lodging establishment featuring free breakfast,

an outdoor pool, restaurant and other accommodation services, for

more than two decades century hotel remain on top in providing

quality guest services to both business and even leisure guest.

Guest Satisfaction is the guest need to be undergone during

a guest stay in a hotel. It is a positive effects towards in the

relation of guest and employees. Measuring guest satisfaction is

the new ideas of every establishments need to focused on and to

improve more it has a huge impact in a business company. Guests‘

satisfaction and wonderful memories are intangible takeaways for

guests that can greatly impact the business’s growth.

Usta, Berezina, and Cobanoglu (2014), affirmed that Customer

Satisfaction is a business beliefs which leads to the creation of

value for customers anticipating, and managing their

expectations, demonstrating ability, and responsibility to

satisfy their needs.

Suggest by Forozia, Zadeh and Gilani (2013), Customer

satisfaction became the most important antecedent that the hotel

management needs to achieve while delivering services to

customers. Customer satisfaction, leads to various effects and it

was known to be an indicator of a company in the future income

and profit.
In the study of Cooper, Fletcher, Gilbert and Wanhill

(2008), Accommodation or Lodging is now the largest and most

appearing sub- sector within the tourism economy that can you

find in any places. Tourists require a location where they can

rest and relax during their travels through staying at a tourism

destination. Therefore Accommodation can be seen as an important

support of facility in any destination region with few

exceptions, commercial accommodation facilities which can be

found wherever in tourists venture. Accommodation has a great

diversity in the size and type of organization.

As study of Dimitriades (2006), believed that service

quality leads to greater success and customer satisfaction.

The objectives of this study is to examine the level of

guests satisfaction of century hotel in terms of accommodation

services base on the guests experience in the hotel, if they are

satisfied enough or the hotel need some improvements to give

their desire and wants. This improvements will encourage their

guests to make them revisit and become a good standard quality

hotel.

Statement of the Problem

This study aims to evaluate the level of guest satisfaction

in terms of accommodation in Century Hotel at Balibago, Angeles

City, Pampanga.

Specifically, it seeks to answer the following questions:

1. How may the respondents describe the quality services of the

employees in guests upon check-in, during stay and check-out?

2. How may the respondents evaluate the level of satisfaction in

terms of accommodation services in century hotel?

Scope and Delimitation

This study focuses on the evaluation on the level of guests’

satisfaction in terms of accommodation services in Century Hotel

at Balibago, Angeles City, Pampanga. The researchers will base on

selected individuals who are already visited and experienced. The

respondents will be twenty percent (20%) base on the daily guest

in Century Hotel at Balibago, Angeles City, Pampanga.

Significance of the Study

The results of the study will be beneficial to the

following:

Tourists. For those guests who did not yet experience and visit

the century hotel, to know more and have an idea about their

accommodations services and guests satisfaction.

Hotel and staffs. This study can lead the employees in Century

Hotel to be responsible enough to observe if there’s a deficiency

in the guest needs in the hotel and make immediate action or some

improvements that can lead to a good quality services.

Future Researchers. This study can give them a sources and ideas

if their study is same or similar to the study.

Definition of Terms

Accommodation – a place (such as a room in a hotel) were

travellers and tourist can sleep and find other services

Guests – a customer at a hotel.

Hotel - an establishment providing accommodations, meals, and

other services for travellers and tourists.

Hotel Services– is a number or the amount of people are being

engage in depend on the size of the hotel as well as on statues

typically the basic hotel services include reception guests, room

services, food and beverage services, laundry services,

housekeeping services, security and safety as well.

Satisfaction– the act of providing satisfaction in what is needed

or desired to a guest.
Chapter 2

REVIEW OF RELATED LITERATURE AND STUDIES

This chapter presents the review of literature and studies

relative to the present study.

Related Literature

In the study of Babajide (2011), Stated that service quality

plays a pivotal role in satisfying the customers which leads to

customer loyalty and encourage them to revisit.

Brand, J. (2013), asserts that the best service any hotel

can offer is to serve guests high quality food in their hotel

room in a timely way with brilliant service.

Ibrahim and Razzaq (2010), asserts that the near popular

tourist destination in an Accommodation or Lodging Establishment

has a huge contribution; it will help them locate in easily and

merely offered them to the travellers.

Hansemark and Albinson (2004), assert that “satisfaction is

an overall customer attitude towards a service provider, or an

emotional reaction to the difference between what customers

anticipate and what they receive, regarding the fulfilment of

some needs, goals or desire “.

Hill et al. (2007), asserts that “measuring customer

satisfaction is to make decisions on how to improve it.”

Subsequently, this thesis research attempts to provide a set of

recommendations for the case company’s future development in

order to increase both their customers’ satisfaction and loyalty.

Wang (2002), affirmed that Customer satisfaction is regarded

as an invisible asset. It is not only an improvement for the

development of hotel industry, but also can be used in predicting

for the operation quality and development of enterprises.

As affirm by Dominici and Guzzo (2010), if the hotel

industry can easily understand and satisfy customer needs, they

will probably make greater profits than those who fail to satisfy

them.

Specific types of a Hotel guests

 Backpackers -typically a younger crowd, this types of

travellers are very price sensitive and will save as much as

possible they are interested in sightseeing popular shops

and local night life.

 Business travellers - highly valuable for city hotel, these

types of travellers are less price sensitive and more value

on convenience and efficiency.

 Families -this type of tourist has probably planed this trip

well in advance and wants to maximize their time.

 Seniors - this tourist is interested tourist sightseeing and

organizes tours.

Related Studies

Suggest by Radder and Wang (2006) in a study to determine

the similarities and differences in business travellers'

expectations and managers' perceptions of the service provided by

guest houses, concluded that managers mostly overestimated

guests' expectations in terms of friendliness of front desk staff

and efficient handling of complaints. Interestingly, both the

groups had indicated that cleanliness of rooms and services.

Performed by staff adequately the first time, were of particular

importance.

In the study of Carev (2008), Service Quality Satisfaction

was interpret based on its total deliberation by a guest of the

edges of a service that takes into what is reserved and given of

account perceptions.
Kotler et al. (2005), asserts that The customer satisfaction

level has a big role in sustaining tourists level for it depends

on it; surpassing the expectation of the customers in hotels are

considered successful in terms of customers satisfaction.

Doyle (2000), asserts that the hotel industry want to

fulfil their purpose of having the good quality services in an

accommodation or lodging establishment for them to deliver it to

the customers with a satisfaction. it is necessary important to

study that how the hotel exceed the quality service delivery and

customer expectations.

In the study of Mohsin and Lockyer, (2010) “Customer

perceptions of service quality in luxury hotels in New Delhi,

India: an exploratory study”, As a result of a survey of all the

rates of respondents about the importance of the factors and

being identified by the practitioners in determining overall

service quality, it is important that we put an effort to the

five factors that mostly benefits the field in lodging

establishment which is hotel ambience and staff courtesy, food

and beverage product and service quality, staff presentation and

knowledge, reservation services and overall value for the money.

Synthesis

This study was gathered to support the study of the level of

guest satisfaction in terms of accommodation services in century

hotel.

Have examined that the good service quality plays a major role in

satisfying the customers which leads to customer loyalty and

encourage them to revisit. The review also highlights the need to

examine the extent to which the services provided meets

customer’s needs, in the hotel industry in terms of accommodation

services. Customer satisfaction is regarded as an invisible asset

on a lodging establishment, a review of the existing.

Chapter 3

REASEARCH METHODOLOGY

This chapter deals with the method that was used in the

research work, as well the procedures to be followed in the

conduct of the study. It covers the research design, respondents

of study, research instrument, research procedure, and

statistical treatment of data which was used to answer the

objectives of the study.

Research Design

In order to achieve the purposes of the study, the

researcher use the Descriptive Method to describe the level of

satisfaction of the guests in terms of accommodation services in

century hotel. The survey questionnaire was the basic instruments

in gathering important data for the study.

Respondents of the Study

This study was conducted to a total of twenty percent (20%)

of daily guests who were chosen are respondents of the study.

The study was conducted at Century Hotel Balibago, Angeles City

Pampanga during the year of 2017.

Research Instrument

In this study, the researchers used a survey questionnaire

as an instrument that will used in determining and analyzing. The

consist of checklist is to seek level of satisfaction of the

guests in terms of accommodation services in century hotel.

Research Procedures

The following procedures were followed in conducting the study.

1. The researchers will developed a survey questionnaire to

determine the possible level guest of satisfaction in terms

of accommodation services in century hotel by measuring the

level guests’ satisfaction.

2. The researchers will submit a letter of permission to

conduct the study at the Century Hotel, Balibago, Angeles

City, Pampanga.

3. After gathering information, the researchers subjected the

data gathered to analyze the objectives of the study.

Statistical Treatment of Data

The data were analyzed using the following formulas: Frequency,

Ratings and Average

The department statistician assisted the researcher in

analyzing the data obtained using the following formulas:

Formula: R = fxr

Total sum of the ratings

The (f) frequency will be conducted by the (r) ratings then add

the sum. The total of the ratings will divide to the (a) average.

The result will be (R) rating score of a specific question.

Rating Descriptive Rating Rating Score

5 Very Satisfied 4.50 – 5.00
4 Satisfied 3.50 – 4.49
3 Moderate Satisfied 2.50 – 3.49
2 Slightly Satisfied 1.50 – 2.49
1 Dissatisfied 1.00 – 1.49

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