Service gap analysis of selected bed and breakfast hotels in Tagaytay City, Cavite / by Kathleen Ashley V. Metica.

By: Contributor(s): Material type: TextTextLanguage: English Publication details: Indang, Cavite : 2017. Cavite State University- Main Campus,Description: xvi, 85 pages : illustrations ; cmContent type:
  • text
Media type:
  • unmediated
Carrier type:
  • volume
Subject(s): DDC classification:
  • 658.8 M56 2017
Online resources: Production credits:
  • College of Economics, Management, and Development Studies (CEMDS)
Abstract: KATHLEEN ASHLEY V. METICA, JOAN MAY SERRANO AND ALYSSA CAMILLE R. TAPOROC. Service Gap Analysis of Selected Bed and Breakfast Hotels in Tagaytay City, Cavite. Undergraduate Thesis. Bachelor of Science in Business Management. Cavite State University, Indang, Cavite. May 2017. Adviser: Mr Gener T. Cueno. The study was conducted last November 2016 to May 2017 to assess the service gap on selected bed and breakfast hotels in Tagaytay City, Cavite. The study includes the economic profile of the customers of bed and breakfast hotel. This also identified the management perception, customer expectation and customer's assessment of actual service received in terms of service quality dimensions namely, tangibility, reliability responsiveness assurance and empathy. The study used descriptive and correlational method of research design. Primary and secondary data were used as sources of information in the study. To determine the B&B hotel who will be the actual participants of the study researchers used convenience sampling while quota sampling was used to determine the actual number of customer respondents. Frequency, percentage, weighted mean. Wilcoxon, signed-rank test and Mann Whitney were the statistical methods used in the study. The result revealed that there is no significant difference between the management perception and customer expectation. However, the study shows that there is a significant difference between the expectations of customers towards the bed and breakfast hotel services, to the actual service they received. Most of the participants (40.78%) are young adults which are at the age of 25 years old and below, majority are female (54%) and single (66%). Forty six percent had income ranging from P20, 001 to P30, 000 per month. Seventy percent of the respondents were employed by private firms. Based on the survey of the management, all of the selected bed and breakfast hotels offered food services while 4 of them offered other service which included events and room accommodation. The foot service was also usually availed service of the customers. For the gap between the service quality perception and service expectation, the study reveals that there's a gap on the service quality dimension reliability and assurance which means that management has higher perception than customers’ expectation in terms of their service quality. While the gap between the perceptions of customers towards the bed and breakfast hotel services to actual service received, results revealed that there is a gap on all quality dimensions namely. This means that the customers actual services received from the B&B hotels is different to what they perceived.
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Theses / Manuscripts Theses / Manuscripts Ladislao N. Diwa Memorial Library Theses Section Non-fiction 658.8 M56 2017 (Browse shelf(Opens below)) Link to resource Room use only T-7038 00017879

Thesis (Bachelor of Science in Business Management Major in Marketing Management) Cavite State University

Includes bibliographical references.

College of Economics, Management, and Development Studies (CEMDS)

KATHLEEN ASHLEY V. METICA, JOAN MAY SERRANO AND ALYSSA CAMILLE R. TAPOROC. Service Gap Analysis of Selected Bed and Breakfast Hotels in Tagaytay City, Cavite. Undergraduate Thesis. Bachelor of Science in Business Management. Cavite State University, Indang, Cavite. May 2017. Adviser: Mr Gener T. Cueno.
The study was conducted last November 2016 to May 2017 to assess the service gap on selected bed and breakfast hotels in Tagaytay City, Cavite. The study includes the economic profile of the customers of bed and breakfast hotel. This also identified the management perception, customer expectation and customer's assessment of actual service received in terms of service quality dimensions namely, tangibility, reliability responsiveness assurance and empathy. The study used descriptive and correlational method of research design. Primary and secondary data were used as sources of information in the study. To determine the B&B hotel who will be the actual participants of the study researchers used convenience sampling while quota sampling was used to determine the actual number of customer respondents. Frequency, percentage, weighted mean. Wilcoxon, signed-rank test and Mann Whitney were the statistical methods used in the study.
The result revealed that there is no significant difference between the management perception and customer expectation. However, the study shows that there is a significant difference between the expectations of customers towards the bed and breakfast hotel services, to the actual service they received.
Most of the participants (40.78%) are young adults which are at the age of 25 years old and below, majority are female (54%) and single (66%). Forty six percent had income ranging from P20, 001 to P30, 000 per month. Seventy percent of the respondents were employed by private firms.
Based on the survey of the management, all of the selected bed and breakfast hotels offered food services while 4 of them offered other service which included events and room accommodation. The foot service was also usually availed service of the customers.
For the gap between the service quality perception and service expectation, the study reveals that there's a gap on the service quality dimension reliability and assurance which means that management has higher perception than customers’ expectation in terms of their service quality. While the gap between the perceptions of customers towards the bed and breakfast hotel services to actual service received, results revealed that there is a gap on all quality dimensions namely. This means that the customers actual services received from the B&B hotels is different to what they perceived.

Submitted to the University Library 09/07/2017 T-7038

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