Determinants of tourists’ satisfaction: The case of DOT accredited accommodation establishments in the Province of Capiz, Philippines

Abstract

This study used causal comparative design to determine the determinant effect of customer perception and customer expectation on customer satisfaction given the customer experience of the quality of services of DOT accredited accommodation establishments in the Province of Capiz. The results show that the tourists’ overall satisfaction using the expectations and experience gap score is less than zero (-0.0357) which means they are dissatisfied. However, their overall satisfaction using perceptions and experience gap score is greater than zero (0.0026) which means they are satisfied. The overall net satisfaction was dissatisfied (mean difference=-0.0383). Specifically, they are only satisfied in one of the five dimensions and that is empathy (mean difference = 0.037), that is they are satisfied with the establishment 24-hour operation, providing them personal attention, considering their best interests at heart, and understanding your special needs. This also means that the accommodation establishments should work more on their assurance, responsiveness, tangibility, and responsiveness.