Advisers

Blezsl Nilo

Discipline

Hospitality Management

Abstract

Service quality plays a crucial role in determining guest satisfaction in the hospitality industry. As competition among budget and mid-range hotels increases, establishments must balance affordability with consistent and efficient service delivery. Guests today expect not only clean and comfortable accommodations but also safety, technological convenience, responsiveness, and value for money. Despite extensive international research on service quality using the SERVQUAL framework, limited localized studies examine how specific service dimensions influence guest satisfaction within selected Philippine hotel settings. This study addresses this gap by assessing the factors affecting service quality and determining their relationship with guest satisfaction in a selected budget hotel. The study employed a quantitative descriptive-correlational research design. Fifty hotel guests were selected through purposive sampling. Data were collected using a structured questionnaire consisting of demographic profile, service quality factors (amenities, security, value for money, and technology), and guest satisfaction indicators based on tangibility, reliability, assurance, responsiveness, and empathy. A four-point Likert scale was used. Data were analyzed using percentage distribution, weighted mean, ranking, and Pearson Product-Moment Correlation Coefficient at a 0.05 level of significance. Findings revealed that most respondents were repeat guests aged 30–35 years. Overall service quality factors were positively evaluated, particularly amenities and security. Tangibility and reliability received the highest satisfaction ratings, indicating that functional facilities and consistent service strongly influence guest perceptions. Empathy and responsiveness obtained comparatively lower ratings, especially in handling complaints. Correlation analysis showed a statistically significant moderate positive relationship between service quality and guest satisfaction, leading to the rejection of the null hypothesis. The findings indicated that service quality was positively associated with guest satisfaction. Operational consistency, safety, and professional staff conduct were identified as key strengths, whereas personalized service and responsiveness required further improvement. Continuous monitoring of service dimensions and targeted staff training may help strengthen guest loyalty and long-term competitiveness.

Keywords

service quality, hospitality industry, guest satisfaction