William C. Alcantara, Vol. 3, No. 3, pp. 23-32, Sep. 2019
10.22662/IJEMR.2019.3.3.023, Full Text:
Keywords: Customer satisfaction, Hotel Classification, Quality of Service

Abstract

Background/Objectives: In this research study endeavored to determine how the classification and quality of service of hotels relate to the satisfaction of customers. Methods/Statistical analysis: The researcher examined three important variables – the classification of the hotels, quality of services and customer satisfaction. The researcher sought to determine if the first two mentioned variables – classification of hotels and quality of services, has a relationship to the customer satisfaction. Findings: The study concluded that the classification of the hotels did not relate significantly to the customers’ level of satisfaction on the basis of the first three customer satisfaction variables - reception and service, guestroom service and business center, except in the food and beverage variable. Improvements/Applications: The employees as representatives of the different hotels have greatly influenced the quality of services that the hotels provide to their customers, and this affects the customer satisfaction service encounter with hotel staff.

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