Abstract: This study examines the guest satisfaction of Hotel Monticello in Tagaytay City. These addresses the service quality of having unsatisfied guest that may lead to have bad reputation to the hotel and not being able to have the expected amount of satisfied guest. The researchers used SERVQUAL model by A. Parasuraman, V. Zeithaml and L. Berry that is designed to measure service quality to know the satisfaction of the guests along the five dimensions of service quality which is the RATER, namely Reliability, Assurance, Tangibles, Empathy, and Responsiveness. The researchers used both quantitative and qualitative research design and in selecting the respondents for this study the researchers used quota sampling. The data gathering that is used is survey questionnaires with an open-ended question. The statistical methods that are used in this study is frequency, percentage, mean, standard deviation, ANOVA, and T-test on the indicated statement of the problem. Through P-value, the significance difference in the level of satisfaction of the respondents were identified. It was found that marital status is the only significant regarding of the demographic profile of the respondents. The marital status has a big impact in determining the level of satisfaction towards the guests. The guest satisfaction program will help the Hotel Monticello to improve its products, facilities, and services that the hotel offers.
Keywords: guest satisfaction, Hotel Monticello, hotel, Tagaytay city, satisfaction, RATER.
Title: GUEST SATISFACTION OF HOTEL MONTICELLO IN TAGAYTAY CITY
Author: Morales, Ashlane N., Domingo, Ana Kristina J., Zabala, Rose Marie A., Mrs. Irene S. Gueco
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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