TY  - BOOK
AU  - Bernabe, Micaela Lois B.; Eraso, Thea Xenandra S.; Guevarra, Marian F. and Vicente, Sandra Mae R.
AU  - 
ED  - 
ED  - 
ED  - 
ED  - 
SN  - 2
PY  - 2017///46
CY  - 
PB  - 
KW  - 
KW  - 2
KW  - 0
KW  - 6
KW  - 20
N1  - Thesis: (B.S. in Travel and Tourism Industry Management) -  Pamantasan ng Lungsod ng Maynila, 2017; 5
N2  - 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
ER  -