Performance of Staff and Employees in Selected Resorts in Batangas Province

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PERFORMANCE OF STAFF AND EMPLOYEES IN SELECTED RESORTS
IN BATANGAS PROVINCE

A Thesis
Presented to the
Faculty of College of Accountancy Business Economic and
International Hospitality Management
Batangas State University Malvar
Malvar, Batangas

In Partial Fulfillment
of the Requirement for the Degree
Bachelor of Science in Hotel and Restaurant Management

By:
Luzaran, Denmark M.
Nerbal, Kimberly May A.
Ocampo, Michelle C.

October, 2010

ABSTRACT
Title: PERFORMANCE OF STAFF AND EMPLOYEES IN SELECTED
RESORTS IN BATANGAS PROVINCE

Author:Denmark M. Luzaran
Kimberly May A. Nerbal
Michelle C. Ocampo
Course: Bachelor of Science in Hotel and Restaurant Management Year:2010
-------------------------------------------------
Adviser:Lucina S. Lat, MBE

Summary:
The study aimed to determine the performance of the staff and employee in selected resort in Batangas, Province. The subject of the study was the employee of the resort and some of their customers. It specifically determined the profile of the personnel of the resorts, the respondents assessment to the services offered along with the five dimension of service quality of the resort, the significant difference between the assessments of the two groups of respondents in the different services offered by the selected resorts and the course of action that may propose to improve the performance of the personnel of selected resorts. The study used a descriptive type of method to acquire the general objectives. A patterned questionnaire was used to gather necessary data. The respondents were the employees of the resorts and some of their customers. The results from the questionnaires were tallied, tabulated and analyzed. T-test was utilized in the study to determine the significant difference of the assessment of the two groups of respondents on service offered by the resorts. The study was guided by a null hypothesis that there is no significant difference between the assessments of the two groups of respondents on the different services offered by the selected resorts. The following findings were arrived in the analysis and interpretation of data. The demographic profile of the resort’s personnel from selected resorts in terms of age was found out that most of the personnel belonged to age bracket of 28 – 30 with a percentage of 28. The demographic profile in terms of sex showed that 50 percent of employees were male and 40 percent employees were female. In terms of civil status, 52 percent of employees were single. And the last demographic profile was the educational background, 15 out of 25 employees were college graduates with a percentage of 60. The findings in the respondents assessment to the services offered along with the five dimension of service quality of the resort in terms of reliability found out that most of the employees agreed that the resorts have high service quality in terms of reliability dimension with composite mean of 4.18 compared to customer respondents with composite mean of 3.8. In terms of responsiveness, based on the survey, the researchers concluded that most of the employees agreed that the resorts have high service quality in terms of responsiveness dimension with composite mean of 4.12 compare to customers with composite mean of 3.87. In assurance, the researchers concluded that most of the employees agreed that the resorts have high service quality in terms of assurance dimension with composite mean of 4.20 compare to customers respondents with composite mean of 3.83. Based on the survey in terms of empathy, it shows that most of the employees agreed that the resorts have high service quality in terms of empathy dimension with composite mean of 4.22 compare to customers with composite mean of 3.75. And in the last dimension of service quality in terms of tangible, the researchers concluded that most of the employee agreed that the resorts have high service quality in terms of tangible with...
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