International Journal of Research Studies in Management
Divine Word College of San Jose Special Issue
2026 Volume 14 Issue 4
Available Online: 23 June 2026
Author/s:
Domingo, Rocel C.*
Divine Word College of San Jose, Philippines (domingorocelc@gmail.com)
Asuncion, Melchor G.
Divine Word College of San Jose, Philippines (melchorasuncion83@gmail.com)
Cruz, Jan Paul A.
Divine Word College of San Jose, Philippines (jpacjanpaul@gmail.com)
Galay-Limos, Jenny A.
Divine Word College of San Jose, Philippines (jennygalay05@gmail.com)
Abstract:
This study examined the effect of operational efficiency and service quality on customer satisfaction in the hotel business in San Jose, Occidental Mindoro. Data were collected from 78 respondents who availed of or attended activities at five selected hotels in the area, using a researcher-made survey questionnaire with a four-point Likert scale, within a descriptive-correlational research design. The findings showed that hotels had very high levels of operational efficiency, service quality, and customer happiness. The very high level of operational efficiency indicates that the hotels under local management in the SAMARICA area have acquired operational competencies that largely match client expectations during events. Moreover, the overall high rating further confirms that service quality is a comparative advantage of the local hotel business, particularly in event-venue services, where clients have much higher expectations. Customer satisfaction was also rated very highly, with respondents indicating a strong desire to promote the hotels and satisfaction with staff’s event handling. However, several concerns remained regarding the facility’s suitability and its ability to meet consumer expectations. Among the variables included, the quality of information was the strongest correlate of customer happiness, highlighting the importance of accurate, clear, and timely communication in shaping visitor experiences. The most important factors for both service quality and customer happiness were staff performance and the desire to help. In contrast, facility adequacy and expectation fulfillment were the most immediate opportunities for improvement. Based on the findings, the study recommends that hotel management invest in structured staff training programs, establish clearer, more consistent information communication systems, conduct regular facility assessments and upgrades, and implement a systematic customer feedback mechanism. Local government units and tourism agencies are also encouraged to promote locally owned hotels through hospitality development projects that would enhance service standards and competitiveness in the hotel industry.
Keywords: operational efficiency, service quality, functional quality, information quality, customer satisfaction
DOI: https://doi.org/10.5861/ijrsm.2026.26526
Cite this article:
Domingo, R. C., Asuncion, M. G., Cruz, J. P. A., & Galay-Limos, J. A. (2026). Operational efficiency, service quality, and customer satisfaction in the hotel industry in San Jose, Occidental Mindoro. International Journal of Research Studies in Management, 14(4), 65-74. https://doi.org/10.5861/ijrsm.2026.26526
* Corresponding Author