Service Quality Dimensions and Guest Satisfaction among Resort Guests in Negros Oriental, Philippines

Abstract

This study examined five service-quality dimensions—tangibility, reliability, responsiveness, assurance, and empathy—and guest satisfaction in the resort sector of Negros Oriental, Philippines. A quantitative descriptive-correlational design was employed, and data were collected from 183 resort guests selected through simple random sampling. The study assessed respondents’ demographic characteristics, expectations regarding service quality, satisfaction with experienced service quality, expectation–satisfaction gaps, and relationships between demographic characteristics and expectations and satisfaction. The results showed that respondents reported very high expectations across all five service-quality dimensions and very high satisfaction with the services experienced. Assurance received the highest expectation and satisfaction ratings, while tangibility received the lowest expectation and satisfaction ratings. The expectation–satisfaction gaps were minimal, with negative gaps for tangibility and reliability and positive gaps for responsiveness, assurance, and empathy. The overall expectation and satisfaction means were both 3.52, indicating close alignment between expected and experienced service quality. No statistically significant relationships were found between the respondents’ demographic characteristics and either service-quality expectations or satisfaction. The findings indicated that the participating resorts had generally met the respondents’ high expectations. Continued attention to staff service quality, facility conditions, reliability, and guest feedback was recommended to sustain service performance and address areas with relatively lower ratings.