Abstract: The study addresses customer satisfaction reviews, engaging with customer feedback, and focusing on Trip Advisor specifically in Sky Ranch Tagaytay City along with tourism customer satisfaction. The study focuses on the lower rates from 2018 to 2019 and determining the reasons for the negative reviews in order to improve the experience for future customers. The researchers' research design is qualitative under exploratory, with 121 Trip Advisor reviews and ratings from 2018 to 2019. The researchers used both manual and automated coding to categorize the data into four categories: corporate image, perceived value, perceived quality and customer satisfaction for all of the gathered feedbacks from Trip Advisor, as well as separating the positive and negative reviews for the sentiments in order to accurately get the feedback of the guests with their experience in sky ranch. In summary, there are a number of issues that must be addressed in order for Sky Ranch Tagaytay to improve their service, including long queues, overcrowding, more attractions so that the customers have a variety of options, and poorly maintained facilities in order to exceed the customer expectation, especially for potential customers, and to provide value for their money. Having solutions to all of the problems would have a positive effect on the whole amusement park. The better the establishment's reputation, the more people are attracted to it.
Keywords: Customer Satisfaction, Customer Experience, Amusement Park, Tagaytay City, Trip Advisor.
Title: A Content Analysis on Trip Advisor Reviews of Customer Satisfaction in Sky Ranch Tagaytay City from 2018-2019
Author: Omalin, Jose Luis Gabriel J., Garcia, Jomari S., Mendoza, Vince Reinier S, Ms. Irene Gueco
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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