Advisers

Shayne Ann Claveria

Discipline

Hospitality Management

Abstract

This study assessed passenger satisfaction with the shuttle service provided by Astoria Plaza Hotel. Shuttle transportation is an added hotel service that may improve accessibility, efficiency, and comfort for guests and employees. Guided by SERVQUAL theory, the study examined satisfaction in terms of tangibles, reliability, responsiveness, assurance, and empathy. The study used a quantitative descriptive research design. Fifty (50) respondents who had used the shuttle service were selected through purposive sampling. Data were collected using a structured and validated questionnaire based on the SERVQUAL dimensions. The instrument also gathered age, gender, and frequency-of-use information. Frequency distribution, percentage, ranking, weighted mean, and analysis of variance (ANOVA) were used for analysis. Passengers reported being very satisfied across all SERVQUAL dimensions. For tangibles, staff uniforms and visual materials received the highest mean. Dependable passenger information ranked highest for reliability, prompt attention to passenger concerns ranked highest for responsiveness, driver professionalism and courtesy ranked highest for assurance, and the staff’s ability to address specific guest needs received the highest mean for empathy. Satisfaction remained high across demographic categories. The findings indicated that Astoria Plaza Hotel’s shuttle service met passengers’ expectations and received consistently high satisfaction ratings across the SERVQUAL dimensions. Continued staff training, preventive vehicle maintenance, structured feedback mechanisms, and regular service evaluation were recommended to sustain and further improve service quality.

Keywords

service quality, hospitality management, passenger satisfaction, shuttle transportation, servqual theory