International Journal of Research Studies in Education
Special Luminary Issue
2024
Volume 13 Issue 16
Available Online: 20 October 2024
Author/s:
Sitones, Mark Lennon A.*
Graduate School, Lyceum of the Philippines University – Batangas, Philippines (masitones@urios.edu.ph)
Meñez, Maria Fe
Lyceum of the Philippines University – Batangas, Philippines (mariafemenez@lpubatangas.edu.ph)
Abstract:
The study investigated respondents’ demographic profiles, hotel attributes, guest experiences, and satisfaction, and then it was tested to determine the significant differences in responses based on various profiles. The researcher employed a quantitative method and a descriptive research design. Data was collected from 379 respondents who had stayed overnight in MAEs. The instrument used for data collection was adapted from four different studies. The statistical tests utilized included the Shapiro-Wilk test, Kruskal-Wallis Test, and Mann-Whitney U-test. The study found that most respondents were married millennial males aged 23-42, with an income range of ₱15,001.00 to ₱20,000.00, and were college graduates. Most respondents valued the human element of hotel attributes, suggesting a need for personalized service. In terms of guest experience, respondents prioritized emotional-related experiences and guest security, indicating a shift towards experiential hospitality. Regarding guest satisfaction, the locational benefits of the MAEs were highly favored, highlighting the importance of strategic location. The analysis examines differences in hotel attribute perceptions of DOT-Accredited Mabuhay Accommodation Establishments based on guest profile variables, providing valuable insights for hotel management. Age significantly affects the Human Clue Factor, and income influences the Mechanic Clue Factor, while civil status, sex, and education show no significant differences in their response. In terms of guest experiences and satisfaction, only age, income, and educational attainment influence certain aspects, with most variables showing no significant differences, offering a comprehensive understanding of guest satisfaction drivers.
Keywords: customer experience, hospitality, hotel, personalized service, service quality
DOI: https://doi.org/10.5861/ijrse.2024.24836
Cite this article:
Sitones, M. L. A., & Meñez, M. F. (2024). Hotel attributes, guest experiences, and satisfaction among DOT-Accredited Mabuhay accommodation establishments: A case in the Caraga Region. International Journal of Research Studies in Education, 13(16), 129-145. https://doi.org/10.5861/ijrse.2024.24836
* Corresponding Author