Abstract: Service quality has been identified as a critical problem in the tourism industry. Despite several studies on service quality, the function of service quality and customer satisfaction in the tourism business, as well as their relationship, remain unsolved. The main focus of this paper is to assess the level of Customer Satisfaction in The Farm at San Benito Based on Online Reviews from Selected Travel Websites. This study also addresses the well-known SERVQUAL model and describes additional service quality and customer satisfaction models used in the tourism sector. The model focuses on the five variables namely, tangible, reliability, responsiveness, assurance, and empathy focusing on their core products as a Holistic Medical Wellness Resort. Based on the data gathered from five hundred reviews from the four travel websites, the study concludes that the respondents are overall satisfied with the Wellness Resort Services.
Keywords: Customer Satisfaction, Service Quality, SERVQUAL, Tangible, Reliability, Responsiveness.
Title: Customer Satisfaction in the Farm at San Benito Based on Online Reviews from Selected Travel Websites
Author: Francesca M. Ocampo, Julienne Margaux A. Andaya, Ellard Justin G. Pineda, Deogracias E. Esplanada
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
Vol. 11, Issue 1, April 2023 - September 2023
Page No: 161-173
Research Publish Journals
Website: www.researchpublish.com
Published Date: 09-June-2023
