Customer Service Satisfaction among Hotels and Restaurants in Tandag City, Surigao Del Sur, Philippines

Abstract

Customer satisfaction is the key driver for any organization to sustain in current competitive era. Service providers need to understand their customers and design their services in such a way that maximum possible satisfaction is attained by the customer. This paper assesses the quality of customer service satisfaction among hotels and restaurants in Tandag City, with an end view of formulating a customer service training design to improve the level of customer service satisfaction. Guided by the SERVQUAL study to ascertain the findings, the paper utilizes descriptive survey research design. A total of 200 survey questionnaires are distributed to 35 hotel and restaurant employees and 155 customers. Primary data are collected using the drop-off and pick-up method of self-administered questionnaire through convenience and purposive sampling technique. The types of analyses conducted were descriptive, frequency, weighted mean and Pearson correlation. Results reveal that both the employees and customers are very satisfied with the service quality afforded by the hotels and restaurants in Tandag City. Findings from the correlational analysis reveal that both employees and customers deemed the components of assurance, reliability, tangibility, empathy and responsiveness as important aspects in the delivery of services.