Determining the expectation on service quality of Victoria Court Malate's new party themed rooms / De Guzman, Eichelle Emmerie E.; Carbonel, Miriam V.; Perucho, Dionesie Joy S.; Hababag, Dona Louise B.; San Mateo, Marilan; Lopez, Hannah Jadette L. and Jose, Ian Zuriel C. 6

Business Research (BS in Entrepreneurship) Pamantasan ng Lungsod ng Maynila, 2014. 56

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EXECUTIVE SUMMARY: The service quality has never been so competitive than it is today. In order to survive companies must focus on delivering quality to their customer and meeting their expectations. High quality contributes to increased profitability and competitiveness. In addition, successful service quality enhances business growth and prosperity. The competitive pressures faced by many service industries today are compelling them to seek competitive advantage, efficiency and profitable ways to differentiate themselves from others. The hospitality industry and hotels in particular too have witnessed increasing competition for high service quality and customer satisfaction. The customer's perception of this service quality has at least two elements - satisfaction with what was provided and the way in which the front line employees delivered this. Managers to predict repeat patronage, which leads to brand loyalty, on the other hand often use customer satisfaction and new customers. Victoria Court's iconic black and white silhouette of a 1920's era woman silencing its onlookers with a single finger has been synonymous as a location for lover's trysts and sneaky getaway for nearly two decades. Victoria Court has been slowly evolving from its one stop motel to a jack of all trades more wholesome family and party venue. People nowadays, spend more on pampering themselves, there has been an increase in party reservations who want to have their own private parties with a good service quality that they are looking for in a venue. Victoria Court is trying to get into new markets and younger generations by having a larger themed rooms as party venues armed with karaoke, Xbox, darts and beer pongs. These party themed rooms were established since 2012. For almost a year Victoria Court is trying to create awareness about this new service by means of social media to easily reach their new potential market. The study focused on malate branch since it offers six party themed rooms which are Asgard, Austin Powers, Casino Royale, Emabassy, Marrakesh, Austine Powers. These party themed are very attractive and conducive place to hold party celebrations. The main objective of this paper is to assess the expectation of the potential customers if the new themed rooms can caught their attention and interest and if they are willing to avail these services offered and can meet their expected quality service. Quality of service may be observed at its features by means of which certain needs of customers are satisfied. Customer satisfaction is a response to a service offered where the value of characteristics of the service is evaluated.

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