Advisers

Dana France H. Ignacio, PhD

Discipline

Hospitality Management

Abstract

Cleanliness is a vital service attribute in the hospitality industry that affects guest satisfaction, loyalty, and hotel reputation, particularly in areas like Caloocan City where housekeeping efforts may be challenged. This study, based on Expectation Confirmation Theory (ECT), analyzes the effect of cleanliness on guest satisfaction at Ai Hotel North Caloocan. It evaluates demographic profiles, cleanliness levels (frequency, quality, standards, and resources), and satisfaction regarding housekeeping, linen and laundry, and public areas, while also addressing common cleanliness concerns among guests. This study employed a descriptive-correlational quantitative research design to analyze guests' perceptions of cleanliness and satisfaction at Ai Hotel North Caloocan, exploring the relationship between these factors. A purposive sample of 50 recent guests provided data through a validated questionnaire that assessed demographics, cleanliness, satisfaction indicators, and qualitative feedback using a 4-point Likert scale. Statistical methods, including frequency analysis, weighted mean, ranking, and Pearson’s Product-Moment Correlation Coefficient, were used to analyze the data, with significance established via p-value analysis. The study found that most respondents were female (54%) and aged 21–25 years (52%), with 54% being first-time guests. Cleanliness was rated highly across various dimensions: frequency (3.65), quality (3.70), standards (3.70), and availability of cleaning resources (3.57), with overall quality achieving the highest score (3.80). Guest satisfaction was similarly rated as "Strongly Agree" for housekeeping (3.63), linen and laundry (3.62, highest individual score of 3.85), and public areas. A Pearson correlation analysis indicated a significant relationship between perceived cleanliness and guest satisfaction, rejecting the null hypothesis that cleanliness does not influence satisfaction. The findings indicate that cleanliness significantly predicts guest satisfaction at Ai Hotel North Caloocan, aligning with Expectation Confirmation Theory, as satisfaction rose when cleanliness met expectations. High ratings in room, bathroom, and linen cleanliness suggest effective housekeeping, although inconsistencies across areas highlight areas for improvement. The study underscores cleanliness as a crucial service factor impacting guest retention, loyalty, and competitive advantage for the hotel.

Keywords

guest satisfaction, expectations, cleanliness