Advisers

Angelica E. Beltran

Discipline

Hospitality Management

Abstract

This study investigated the effect of laundry service quality on guest satisfaction in JQV Hotel. In the hospitality industry, service quality plays a vital role in shaping the experiences and perceptions of guests. Hotels are expected to provide not only comfortable accommodations but also efficient and reliable services that contribute to overall guest satisfaction. One of the essential support services in hotels is laundry service, which ensures the cleanliness and proper maintenance of linens, towels, uniforms, and guest garments. When laundry services are delivered efficiently and professionally, they enhance the comfort and convenience of guests during their stay. However, when the service is delayed, poorly handled, or inconsistent, it can negatively affect the overall perception of the hotel. Guest satisfaction has become increasingly important in the modern hospitality industry. With the growing competition among hotels, management must ensure that all services meet the expectations of guests. This study employed a quantitative correlational research design to investigate the effect of laundry service quality on guest satisfaction in JQV Hotel. The research specifically examined how the five dimensions of service quality—tangibility, reliability, responsiveness, assurance, and empathy—influence guest satisfaction in terms of comfort and convenience, consistency, value for money, and willingness to recommend the hotel. The results of the study showed that most respondents were young adults and frequent hotel visitors. This indicates that many of the participants had prior experience with hotel services and were capable of evaluating the quality of the services provided. Based on the responses gathered from the questionnaire, guests generally expressed positive perceptions of the laundry services offered by JQV Hotel. The findings of the study highlight the importance of maintaining high standards in laundry service operations within hotels. The high ratings given by respondents suggest that guests place significant value on cleanliness, efficiency, and professionalism when evaluating hotel services. Among the SERVQUAL dimensions, tangibility emerged as the most influential factor, emphasizing the importance of visible elements such as clean linens, fresh towels, and well presented laundry items.

Keywords

hospitality industry, guest satisfaction, servqual dimensions, laundry service quality, hotel laundry operations, service consistency, value for money