International Journal of Research Studies in Management
CollabWritive Special Issue
2023 Volume 11 Issue 11
Available Online: 10 October 2023
Torralba, Caroline A.
Graduate School, Lyceum of the Philippines University – Batangas, Philippines
Ylagan, Alex D.*
Graduate School, Lyceum of the Philippines University – Batangas, Philippines (firstname.lastname@example.org)
This study assessed the service quality of resorts in Batangas province as perceived by guests and determined how it influenced their behavioral intentions. It tested the significant differences in responses when grouped according to demographic profile as well as the significant relationship between service quality and behavioral intention. A quantitative approach and a descriptive research design were used in the study. A correlational approach was also employed to establish the relationship between the variables. The respondents of the study were resort guests who were currently staying at or had visited any of the top 30 DOT Accredited resorts in Batangas province. The instrument utilized was adapted and modified from two previous studies. The results, particularly the assessment of the resorts’ service quality and the guests’ behavioral intentions, were analyzed using a weighted mean and ranking. Additionally, statistical tests such as the Shapiro-Wilk test, Kruskal-Wallis’s test, and the Mann-Whitney U-test were used to test for significant differences, while Spearman’s Rho was utilized to test for relationships. The study concluded that the majority of the respondents are between the ages of 19 and 25, female, have a tertiary education, are employed, have visited Batangas province for leisure or recreation purposes, and have visited the resort once. The respondents perceived that resorts in Batangas province provide reasonably good service quality in terms of tangibility, reliability, responsiveness, assurance, and empathy. It also concluded that as guests’ responses to service quality increase, so do their responses to behavioral intentions, proving that service quality has a strong influence on behavioral intentions. Finally, the study offered pertinent recommendations for resort operators in Batangas province to take into consideration.
Keywords: behavioral intention, resorts, Batangas province, service quality
Cite this article:
Torralba, C. A., & Ylagan, A. D. (2023). Service quality and guests’ behavioral intentions among resorts in Batangas province. International Journal of Research Studies in Management, 11(11), 89-109. https://doi.org/10.5861/ijrsm.2023.1140
* Corresponding Author