International Journal For Multidisciplinary Research

E-ISSN: 2582-2160   •   Impact Factor: 9.24

A Widely Indexed Open Access Peer Reviewed Multidisciplinary Bi-monthly Scholarly International Journal

Call for Paper Volume 6 Issue 4 July-August 2024 Submit your research before last 3 days of August to publish your research paper in the issue of July-August.
Submit Research Paper Join as a Reviewer

Plagiarism is checked by the leading plagiarism checker TurnItIn

Call for Paper

Volume 6 Issue 4
July-August 2024

Submit your research paper

Indexing Partners
Academia Advanced Sciences Index Bielefeld Academic Search Engine CiteSeer DRJI Google Scholar Independent Search Engine & Directory Network ISI (International Scientific Indexing) Issuu Mendeley Research Networks
RefSeek ResearcherId - Thomson Reuters ResearchGate Scirus Scribd Semantic Scholar UTeM - Universiti Teknikal Malaysia Melaka Wiki for Call for Papers WorldCat Zenodo

Level of Satisfaction along Dimensions of Service Quality of Accredited Hotels in Baguio City during the Pandemic

Author(s) Greg B. Landocan
Country Philippines
Abstract While the hospitality industry is slowly recovering, the COVID-19 crisis continues to exert profound impacts on how hospitality businesses operate. This study aimed to the explore quality of service and customer satisfaction of DOT accredited hotels in Baguio City during the COVID-19 pandemic on the basis of Service Quality Model. In addition, the study tried to find out the challenges faced by the hotel employees during the pandemic. The study adopted a descriptive-survey research design to determine the level of satisfaction of the hotel guests during the pandemic along tangibility, reliability, responsiveness, confidence and communication. From the 10 hotels in the city, a total of 387 respondents answered the questionnaire floated between the peak months of September and October. Results showed that hotel guests are very satisfied in all the dimensions of the SERVQUAL model in relation to customer satisfaction. Assurance/Confidence has the highest overall mean while Tangibility has the lowest overall mean. Furthermore, poor communication with guests, lack of employees and maintenance of cleanliness and sanitation were identified as the challenges encountered by the hotel employees in their service delivery. A Proposed Program to improve the level of satisfaction of the hotel guests in Baguio City was prepared as the output of the study.
Keywords Service quality, customer satisfaction, SERVQUAL model, hospitality, COVID-19 pandemic
Field Sociology > Tourism / Transport
Published In Volume 6, Issue 3, May-June 2024
Published On 2024-05-16
Cite This Level of Satisfaction along Dimensions of Service Quality of Accredited Hotels in Baguio City during the Pandemic - Greg B. Landocan - IJFMR Volume 6, Issue 3, May-June 2024. DOI 10.36948/ijfmr.2024.v06i03.20385
DOI https://doi.org/10.36948/ijfmr.2024.v06i03.20385
Short DOI https://doi.org/gtvtz7
View / Download PDF File

Share this


E-ISSN 2582-2160
CrossRef

CrossRef DOI is assigned to each research paper published in our journal.

IJFMR DOI prefix is
10.36948/ijfmr

Downloads
Research Paper Format Copyright Permission Form and Undertaking Form Cover Page Vol 6 Isu 4 Cover Page Vol 6 Isu 3 Cover Page Vol 6 Isu 2

All research papers published on this website are licensed under Creative Commons Attribution-ShareAlike 4.0 International License, and all rights belong to their respective authors/researchers.

CC-BY-SA Open Access

About IJFMR
Fees & Payment
Current Issue
Publication Archive 		Submit Research Paper
Track Submission Status
Publication Guidelines
Publication Ethics
Peer Review & Plagiarism 		Join as a Reviewer
Editors & Reviewers
Reviewer Referral Program
Get Reviewer Membership Certi. 		Website/Journal Policies
Usage Policy
Content Policies
Privacy Policy
Contact Us +91-9898-5948-55 editor@ijfmr.com