International Journal of Research Studies in Management
United Tourism and Hospitality Professionals Special Issue
2023 Volume 11 Issue 14
Available Online: 31 December 2023
Author/s:
Bartolome, Crist B.
Graduate School, Lyceum of the Philippines University – Batangas, Philippines
Abstract:
The research intended to evaluate the relationship between factors that affected Hotel Attributes, Safety and Security, and Customer Satisfaction among the hotels in the Cagayan Valley Region. This employed a descriptive correlational method, which involves using a survey questionnaire among 385 respondents from the five (5) provinces of the Cagayan Valley: Nueva Vizcaya, Quirino, Isabela, Cagayan, and Batanes, with at least 14 hotel accommodations from accredited hotels in each province. The main respondents of the study are both leisure and business tourists who have stayed at the hotels in Cagayan Region. Majority of the respondents are male, ages 23-38 years old, visiting hotel in Cagayan Valley Region for at least once for vacation purposes. The respondents strongly agreed on the hotel attributes especially on the best price/ website/ booking sites, essentials, breakfast, and business comfort. The respondents strongly agreed on customer satisfaction especially on the perceived price of hotel in Cagayan Valley Region. It was found out that female, ages 23-38 years old, visiting the hotel for four times and for business purposes do have higher assessment on Hotel Attribute, safety and security, and customer satisfaction. There was significant correlation among Hotel Attribute, safety and security, and customer satisfaction, where it was found out that the higher the assessment on the hotel attribute, the higher the safety and security assessment, the higher the customer satisfaction. Researcher were able to propose a strategic plan to improve on the customer satisfaction of hotel in Cagayan Valley Region, based on the result of the study.
Keywords: hotel attributes, safety and security, customer satisfaction, public hazard, tourism and hospitality
DOI: https://doi.org/10.5861/ijrsm.2023.1184
Cite this article:
Bartolome, C. B. (2023). Hotel attributes, safety and security, and customer satisfaction of hotels in Cagayan Valley: Basis for the strategic plan. International Journal of Research Studies in Management, 11(14), 167-181. https://doi.org/10.5861/ijrsm.2023.1184