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dc.contributor.adviserHernandez, Carmen N.
dc.contributor.authorLedesma, Janet V.
dc.date.accessioned2022-04-05T01:24:21Z
dc.date.available2022-04-05T01:24:21Z
dc.date.issued2021
dc.identifier.citationLedesma, J. V. (2021). Determinants of tourists’ satisfaction: The case of DOT accredited accommodation establishments in the Province of Capiz, Philippines (Unpublished Doctoral dissertation). Central Philippine University, Jaro, Iloilo City.en_US
dc.identifier.urihttps://hdl.handle.net/20.500.12852/2018
dc.descriptionAbstract onlyen_US
dc.description.abstractThis 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 samples were 384 tourists systematically selected to answer the survey questionnaire after they have availed of the services in the DOT accredited accommodation establishments. The results show that generally, the tourists have very favorable perception and very high expectations of the service quality of accommodation establishments. Their level of experience of these services was very good and their level of satisfaction was also good. Their overall perception of the quality of services is significantly higher than their expectations. The perceived assurance and expected tangibility are the two significant determinants of tourist satisfaction. The assurance dimension includes the behavior of employees such as instilling confidence to customers, making customers feel safe in transacting with the establishment, are consistently courteous, and having the knowledge to answer questions. The service tangibility includes the establishment modern-looking equipment, visually appealing physical facilities, neat employees, and visually appealing materials associated with the service.en_US
dc.format.extentvii, 102 leavesen_US
dc.language.isoenen_US
dc.subject.ddcGSL Theses 658.0072 L498en_US
dc.subject.lcshTouristsen_US
dc.subject.lcshTourismen_US
dc.subject.lcshPhilippines. Department of Tourismen_US
dc.subject.lcshHotelsen_US
dc.subject.lcshTourism--Customer servicesen_US
dc.subject.lcshConsumer satisfactionen_US
dc.subject.lcshPublic opinionen_US
dc.subject.lcshPhilippines--Capiz (Province)en_US
dc.titleDeterminants of tourists’ satisfaction: The case of DOT accredited accommodation establishments in the Province of Capiz, Philippinesen_US
dc.title.alternativeDeterminants of tourists’ satisfaction: The case of Department of Tourism accredited accommodation establishments in the Province of Capiz, Philippinesen_US
dc.typeDissertationen_US
dcterms.accessRightsNot publicly accessibleen_US
dc.description.bibliographicalreferencesIncludes bibliographical referencesen_US
dc.contributor.chairPenetrante, Mary O' T.
dc.contributor.committeememberDunton, Maribel B.
dc.contributor.committeememberPanes, Maria Amihan T.
dc.contributor.committeememberMarin, Gilbert G.
dc.contributor.departmentSchool of Graduate Studiesen_US
dc.description.degreeDoctor of Management (Tourism and Hospitality Management)en_US
local.subjectDeterminantsen_US
local.subjectCustomer satisfactionen_US
local.subjectExpectationen_US
local.subjectPerceptionen_US
local.subjectExperienceen_US
local.subjectCapizen_US
local.relation.associatedcontenthttps://repository.cpu.edu.ph/handle/20.500.12852/1978 Full paper published in Multidisciplinary Research Journalen_US


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