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_aAgoncillo, Carla Jiggs L. Bustamante, Eduard Paolo D. Carbon, Charry Bay T. Lacap, Joanna Marie T. Medina, Rowena Regina V.
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_aLeisure travelers profile and satisfaction on service quality of selected luxury hotels in Manila /
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_cAgoncillo, Carla Jiggs L. Bustamante, Eduard Paolo D. Carbon, Charry Bay T. Lacap, Joanna Marie T. Medina, Rowena Regina V.
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_cMarch 2014.46
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_aiv, 48 pp.
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_aThesis:(B.S. in Travel and Tourism Management) - Pamantasan ng Lungsod ng Maynila 2014.
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_aABSTRACT Hotel industry has become on of the most profitable industries in the world. Customer satisfaction has been identified as a key performance indicator in the said industry. This study focused on customer satisfaction of the three (3) selected luxury hotels in Manila. The overall objective of this study was to describe and analyze the correlation of the leisure travelers' profile and level of satisfaction on service quality of the three (3) luxury hotels. The data were collected using a questionnaire containing 3 questions based on seven (7) services that a hotel offers. One hundred (100) leisure travelers were randomly selected by assigned hotel personnel to be the bridge of the researchers to their chosen respondents. Data were analyzed using descriptive statistics, Pearson correlation, and Chi-square. The researchers chose the Leisure Travelers because they have a bigger chance to participate in answering the surveys due to the free time that they have. This study aims to correlate the respondent's profile and satisfaction on service quality of the luxury hotels to proposed suggestions and improvements coming from the respondents and researcher's observation.
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