Abstract: In the hotel industry, hotels are making ways to be a unique one and outstand amongst others. Customer satisfaction are considered as an important factor in order to evaluate a hotel's performance. Therefore, the purpose of this study is to analyze the reviews from selected online travel agencies on customer satisfaction in Hotel Luna, Vigan City based on the SERVQUAL theory in terms of the following variables: Tangibility, Reliability, Responsiveness, Assurance, and Empathy. This research will provide further data on the hotel to improve their services if needed. This research utilized a qualitative research design specifically sentiment analysis. Non-probability purposive sampling will also be used in order to collect data for the study which will be gathered in Microsoft Excel. The researchers will measure the data using a five-point likert scale.
Keywords: SERVQUAL, online travel agencies, customer satisfaction, Hotel Luna.
Title: REVIEWS FROM SELECTED ONLINE TRAVEL AGENCIES ON CUSTOMER SATISFACTION IN HOTEL LUNA, VIGAN CITY
Author: Vasquez, Jasmaen Grace C., Cantimbuhan, Nicole F., Po, Winona Armina Rosa A. Po, Deogracias E. Esplanada
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
Vol. 10, Issue 1, April 2022 - September 2022
Page No: 339-349
Research Publish Journals
Website: www.researchpublish.com
Published Date: 01-July-2022
