The quality services of selected resort-hotels in Quezon Province

Delivering good service to customers is the main goal that every service business strives to accomplish from time to time. The ability for a service provider to deliver quality service is considered an essential strategy for success and survival in today’s competition. Service encounter is a critical part of the service delivery process because it gives impact to customers’ evaluations of service consumption experiences. Service encounter is one of the factors influencing customer perceptions of service quality. satisfaction, and value as shown in the hospitality industry is one of the service sector, with relatively high level of customer contact the more numerous and longer service encounters between customers and service employees (Shrivastava,2010). This research discussed and analyzed the expectation and perception of Quality Service of Hotel Resorts in Quezon Province. The aim of the study was to analyze and research about the service quality of creating customers’ satisfaction. This was made of qualitative and quantitative research methods with random sampling by selecting some resort-hotel establishments here in Quezon Province. The researchers distributed the survey questionnaires to the guests of the establishment and conducted an interview by using an interview protocol to the hotel managers. The result showed how staff or hotel personnel met the expectations and perceptions of the guests and quality services of the hotel. The researchers also gathered information regarding the establishment itself. The information that the researchers gathered were from the business profile, business type, average daily tourist arrival during peak and lean season, DOT accreditation and the problems encountered in the operation of the hotel, and how to overcome it. The researchers made recommendations that will help to increase the number of guests/tourists visiting the hotel establishments and to satisfy the guests on the services provided.