INTERNATIONAL JOURNAL OF SCIENTIFIC & TECHNOLOGY RESEARCH VOLUME 7, ISSUE 8, AUGUST 2018 ISSN 2277-8616
204
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Banana Beach Resort Services And The Level Of
Customer Satisfaction
Charlo Bianci Montehermoso Guray
Abstract: Beach resorts in the Philippines aimed to build and maintain high quality services available to the clienteles in order to compete in the global
market especially this time that ASEAN Integration came in to the country’s business systems. Banana Beach Resort in particula r, is considered as the
leading elite class resort in Mindanao that is committed to render services beyond compare and beyond its best for the benefit of all clients whom we
labeled as beach resort goers. A descriptive-correlational design of research was used and it employed quota sampling in administering the
questionnaire to the respondents. Data were statistically treated and analyzed. Presentation and Analysis were done in accordance with the research
questions. Findings, revealed that all of Banana Beach Resort services; Accommodation, Food and Beverage, Water sports and Tours were much
extensive. In like manner, the researcher had found out that the clients of Banana Beach Resort were much satisfied from the services they have
received. Surprisingly, data revealed that the relationship between the services of the resort and the level of satisfaction is found ―Not Significant‖. It
implies that the services of the beach resort have no significant relationship to the satisfaction received by the clients. This is well supported by
Professor Noriaki Kano in his Kano Model Theory that states that customer satisfaction is not always proportional to how fully functional the product or
service is or in other words, higher quality does not necessarily lead to higher satisfaction for all product attributes or services requirements. It was then
recommended that Philippines’ beach resort owners specifically the banana beach resort must consider the Kano model theory where the focus lightens
the 3 attributes to satisfaction: 1) basic or expected attributes, (2) performance or spoken attributes, and (3) surprise and delight attributes in order to
develop a more comprehensive services that will give a full satisfaction to the target market.
Index Terms: Business, Management, Beach Resort, Services and Satisfaction
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1 INTRODUCTION
Customers’ satisfaction is the main concern for every resort
and hotel in order to keep the customers loyal to the resort
and eventually make them a permanent visitors. It is believed
that higher level of customer satisfaction may result in higher
levels of repeat guests. In the hotel and resort industry which
is mostly dependent on services, it is very important that the
service delivery is prompt and accurate. It is very important
that the hospitality industry makes its expectations clear to its
employees, as the service is delivered through them and
creates a culture of service within the hotels [11]. The above
mentioned resort considers customer satisfaction a vital role in
this success. Many factors should be accumulated to ensure
success in the business and these factors should always be
given concrete directions in order to meet the expected level
of satisfaction of the customers through highly competitive and
realizable services. It is on this premise that the purpose of
this study is to know the extent of services of one of our local
beach resorts which is the Banana Beach Resort and the level
of satisfaction of customers they have received.
2 STATEMENT OF THE PROBLEM
The main thrust of this study was to find out the extent of
services of Banana Beach Resort and level of customer
satisfaction. More specifically, this sought to answer the
following queries:
1. What is the extent of services of Banana Beach Resort in
terms of:
1.1Accommodation;
1.2 Food and Beverage;
1.3 Water Sports Rental; and
1.4 Tours?
2. What is the level of customer satisfaction in terms of :
2.1 Accommodation;
2.2 Food and Beverage;
2.3 Water Sports Rental; and
2.4 Tours?
3. Is there a significant difference on the extent of services of
Banana Beach Resort as perceived by customers when
analyzed according to:
3.1 Age;
3.2 Gender; and
3.3 Work Status?
4. Is there a significant difference on the level of customer
satisfaction when grouped according to:
4.1 Age;
4.2 Gender; and
4.3 Work Status?
5. Is there a significant relationship between the extent on
services of Banana Beach Resort and the level of customer
satisfaction in terms of:
5.1 Accommodation;
5.2 Food and Beverage;
5.3 Water sports; and
5.4 Tours?
6. Is there a significant relationship between the extent on
services of Banana Beach Resort and level of customer
satisfaction?
3 HYPOTHESES
The following null hypotheses were tested at 0.05 level of
significance.
1. There is no significant difference on the extent of services of
Banana Beach Resort when analyzed according to:
1.1 Age;
1.2 Gender; and
1.3 Work Status.
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Charlo Bianci Montehermoso Guray Ph.D. in
Management University of Mindanao, Philippines
Email: charlobianciguray@gmail.com