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Measuring customer satisfaction on service quality based on the R.A.T.E.R. dimensions in a deluxe hotel in Manila / Bernabe, Micaela Lois B.; Eraso, Thea Xenandra S.; Guevarra, Marian F. and Vicente, Sandra Mae R. 6

By: Bernabe, Micaela Lois B.; Eraso, Thea Xenandra S.; Guevarra, Marian F. and Vicente, Sandra Mae R. 4 0 16, [, ] | [, ] |

Contributor(s): 5 6 [] |

Language: Unknown language code Summary language: Unknown language code Original language: Unknown language code Series: ; 201746Edition: Description: 28 cm. 94 ppContent type: text Media type: unmediated Carrier type: volumeISBN: ISSN: 2Other title: 6 []Uniform titles: | | Related works: 1 40 6 []Subject(s): -- 2 -- 0 -- -- | -- 2 -- 0 -- 6 -- | 2 0 -- | -- -- 20 -- | | -- -- -- -- 20 -- | -- -- -- 20 -- --Genre/Form: -- 2 -- Additional physical formats: DDC classification: | LOC classification: | | 2Other classification:

Contents:

Action note: In: Summary: ABSTRACT: This study aims to determine the level of customer satisfaction in service quality of the guests of a deluxe hotel in Manila. The purpose of this study is to know the guests level of satisfaction on the five R.A.T.E.R. (Reliability, Assurance, Tangibility, Empathy and Responsiveness) dimensions of service quality of the hotel. A descriptive design was used for this. This used self-reporting assessment tool designed to obtain the commitments of the employees in the tourism industry in pursuing their career. The quantitative method was used in data analysis of data collected through survey questionnaires using mathematical or computational techniques. The samples of the study were the guests of a deluxe hotel in Manila. A researcher-made survey questionnaire was used as instrument for data collection. It considered two parts which included the demographic profile guests and their level of satisfaction that explored their perception levels toward the service quality of the hotel. There were three problems in this study upon which answers were sought . The findings of this study revealed that there is a significant difference on only one dimension when the guests are grouped according to their occupation; however, there is no significant difference on the remaining level of customer satisfaction and their demographic profiles. Other editions:

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Item type	Current location	Home library	Collection	Call number	Status	Date due	Barcode	Item holds
Book	PLM	PLM Filipiniana Section	Filipiniana-Thesis	G155 B47 2016 (Browse shelf)	Available		FT6625

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Thesis: (B.S. in Travel and Tourism Industry Management) - Pamantasan ng Lungsod ng Maynila, 2017. 56

ABSTRACT: This study aims to determine the level of customer satisfaction in service quality of the guests of a deluxe hotel in Manila. The purpose of this study is to know the guests level of satisfaction on the five R.A.T.E.R. (Reliability, Assurance, Tangibility, Empathy and Responsiveness) dimensions of service quality of the hotel. A descriptive design was used for this. This used self-reporting assessment tool designed to obtain the commitments of the employees in the tourism industry in pursuing their career. The quantitative method was used in data analysis of data collected through survey questionnaires using mathematical or computational techniques. The samples of the study were the guests of a deluxe hotel in Manila. A researcher-made survey questionnaire was used as instrument for data collection. It considered two parts which included the demographic profile guests and their level of satisfaction that explored their perception levels toward the service quality of the hotel. There were three problems in this study upon which answers were sought . The findings of this study revealed that there is a significant difference on only one dimension when the guests are grouped according to their occupation; however, there is no significant difference on the remaining level of customer satisfaction and their demographic profiles.

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