Customer Satisfaction in the Practices in the Hotels/Inns and Resorts

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CUSTOMER SATISFACTION ON THE PRACTICES
OF THE HOTELS/INNS AND RESORTS IN
THE FIRST DISTRICT OF ILOCOS SUR

A Thesis Proposal Presented to
The Faculty of Graduate School
University of Northern Philippines
Vigan City

In Partial Fulfillment
of the Requirements for the Degree
Master of Business Administration

By:
VIVENCIO C. PERALTA JR.
2011-2012

CHAPTER 1
THE PROBLEM

Introduction
Throughout history, people have always travelled, whether it is to conquer worlds, discover new places, for business pleasure. This need of man has consequently led to the development of accommodation. Travelling is a significant part of the tourism industry worldwide and its employees play a key role in delivering the service product, its customers. All of the service businesses are trying their best to improve their service quality in order to make customers satisfied with their services, especially the hospitality industry. Inns are the outgrowth of man’s desire to travel for pleasure or for business. When man had to travel, he felt a great need for dining and lodging out of his own home and town (chauhan, 1981). Hotels/Inns and Resorts are provide room accommodation, food and beverages and recreational facilities. Hotels/Inns and Resorts have been established in the different parts of the country especially in cities and some major towns Today, in Ilocos Sur the potential growth and industrialization and its program to promote local and foreign tourism led to the growth of the hotels/inns and resorts that are serving the province. At present, they were continues the greater number of tourist due to the beautification of our natural resources that gives the real essence of life of the Ilocano’s and preserved the rich/cultural heritage like the ancestral house that depicts the historical landmark of the country, being a surviving colonial provinces during the Spanish regime. Locals and experts describe that the Ilocos Sur as a place like no other because of its uniqueness his in its historical townscape for which it is an architectural blend of Asian, European and Latin American influences. At present, Hotels/Inns and Resorts in Ilocos Sur have increased their competition and now instead of having only a nice room to draw customer in, they offer-high quality staff as an amenity as well. Guest satisfaction is the highest priority for the owners and managers competing with hundreds of others, and personal service is at the top of the travelers and list of the most important things when considering a hotels/inns and resorts to stay in (Wipoosattaya, 2001). In the hotels/inns and resorts, the personnel are ranging from the top management (i.e housekeeping, restaurant, front office and kitchen). The personnel are considered a supporting factor in determining customer satisfaction when deciding to return, to recommend the hotels/inns and resorts, or in demonstrating loyalty to a particular hotels/inn and resorts (Kandampully and Suhartanto, 2000). In addition, Watt (2007), stated that the important function of the hotels/inn and resorts is the front office because customer deals with it as a the center of the hotels/inns and resorts. They provide assistance to guest, fulfil their needs, and meet their wants. The study of Suwannakun and Siriteerajad (2002) emphasized that the aspects of practices regarding the level of customer satisfaction. As mention above, Service quality was determined as the subjective comparison that customer make between their expectation about the service and the perception of the way the service has been run. Parasuraman et. Al (1985) defined service quality as function of the differences between expectations and performance along ten major dimensions. In later research, Parasuraman et. Al (1988) revised and defined the service quality in...
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