Lyceum of the Philippines University
College of International Tourism and Hospitality Management
1.0 Working/Title A STUDY OF THE CUSTOMER’S SATISFACTION ON BAYLEAF HOTEL
| 2.0 Name of Proponents Gumapac, Ronavelle N. Macaya, Mary Grace F. Bautista, Mary Joy S.
| 2.1 College/Department College of International Hospitality Management
| 3.0 Statement of the Problems/Objectives of the Study These questions will enable the researchers to have a clear understanding on the customer’s satisfaction on Bayleaf Hotel. 4.1 Profile of the Respondents a. Age b. Nationality c. Gender d. Status (Student, Tourist, Employee, Employer) 4.2 What are the positive and negative feedbacks of the customers of Bayleaf hotel. 4.3 In what ways can Bayleaf Hotel improve more on their negative side.Objectives of the Study The general objective of this research is to study the customer’s satisfaction on Bayleaf Hotel. The specific objectives are as followings: 1. To study the levels of customers satisfaction on hotel services such as overall services in Bayleaf Hotel, Front Desk, Housekeeping, Spa, Recreation and Food and Beverage. 2. To test hypotheses on the differences in demographic characteristics such as age, nationality, purpose of travel and hotel selection, affect the differences in customer’s satisfaction. 3. To suggest the guidelines in improving the services of Bayleaf Hotel. 4.0 Background of the Study The study is all about the study of the customer’s satisfaction on Bayleaf Hotel. Bayleaf Hotel is located at Muralla corner Victoria streets Intramuros, Manila. Customer demands and alterations are altering in today’s world, in the hotel industry and many companies have lost track of the true needs and wants of their customers. Customer satisfaction on service has obsessed in mind for long time. Today’s industry strategy to win customer satisfaction through hotel service is very important that focuses upon succeeding through service product. Life in Intramuros was the standard against which all other lifestyles in the rest of the country were judged. But time has challenged these walls so often in the past that it is highly surprising Intramuros still stands today. Scores of gunfires and bombs, earthquakes fires and one world war and a bulldozer of calamity and neglect very nearly spelled the death of this city. Within the protective three mile-long circuit of massive stone walls rose a city of churches, palaces, museums, fine courtyards and finally, The Bayleaf Intramuros launched in November 2011. The Bayleaf, which comes from the word “Laurel” originally from Jose P. Laurel who is the owner of the Lyceum of the Philippines University. 5.0 Significance of the Study The result of the study will be useful and significant to the following; a. Students of the Lyceum of the Philippines University This study will help the student of LPU to be knowledgeable about the Bayleaf Hotel including its systems and maintenance as LPU students may become the hotel’s potential customer. b. The Bayleaf Hotel The Bayleaf Hotel will be aware of the possible effect of this act by its students. This study will help them to be responsive and attentive to the possible bad effects of customer’s unsatisfied experience. c. Tourists/Potential Customers This study will help the tourists to have an idea about the Bayleaf Hotel, on hotel preferences, the facilities, maintenance and over all services of the hotel. d. Future researchers This study may help the future researchers in this kind of study. They can use this study as a guide or reference. 6.0 Scope and Limitations This study will focus on the customer’s satisfaction on the Bayleaf Hotel. This study will review the elements concerning the negative and positive feedbacks of customers of the Bayleaf Hotel. The respondents will be the customers of the Hotel....
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