An Assessment of Customer Satisfaction in Loreland Farm Resort
ABSTRACT
This study was designed to assess the customer satisfaction in Loreland Farm Resort in terms of their service with their guests. This research aims to develop and enhance the service and avoid complaints in Loreland Farm Resort. It also aims to know the demographic profile of the respondents wherein they can identify the majority type of respondent (e.g. gender, age, location, occupation, reservation type and knowing the resort). The researchers provided questionnaires for the guests to determine whether they are satisfied or not in Loreland Farm Resorts’ services.
CHAPTER I
INTRODUCTION
BACKGROUND OF THE STUDY
Guest satisfaction is one of the goals of every establishment in the world. To be successful, organizations must look into the needs and wants of their customers. This gives a positive effect on the organization’s profitability. Businesses today in service encounters, begin to understand the importance between customer satisfaction and customer expectation. As we all know, resorts are also capable of achieving the expectations of every customer. Loreland Farm was established as a family resort in year 1993. It is an 8-hectare resort owned by Lolit and Renato Marinas and was opened to the public with 1 swimming pool in year 1995. Loreland Catering was established in October 1996. As the years passsed by, the couple developed the resort slowly and reached 10 swimming pools, established a restaurant and a spa. In year 2010, they put up the Zipline as an added amenity to increase customer satisfaction. Then in 2011, the Camp Tipolo was constructed for team building activities and it became a one stop shop resort near Metro Manila. It also provides a spa area and a restaurant to make it convenient for the guests not to bring any food. The main goal of the resort is to provide relaxation and fun memories with family and friends.
Loreland is an epitome as "the place to be" in its more than ten
This study was designed to assess the customer satisfaction in Loreland Farm Resort in terms of their service with their guests. This research aims to develop and enhance the service and avoid complaints in Loreland Farm Resort. It also aims to know the demographic profile of the respondents wherein they can identify the majority type of respondent (e.g. gender, age, location, occupation, reservation type and knowing the resort). The researchers provided questionnaires for the guests to determine whether they are satisfied or not in Loreland Farm Resorts’ services.
CHAPTER I
INTRODUCTION
BACKGROUND OF THE STUDY
Guest satisfaction is one of the goals of every establishment in the world. To be successful, organizations must look into the needs and wants of their customers. This gives a positive effect on the organization’s profitability. Businesses today in service encounters, begin to understand the importance between customer satisfaction and customer expectation. As we all know, resorts are also capable of achieving the expectations of every customer. Loreland Farm was established as a family resort in year 1993. It is an 8-hectare resort owned by Lolit and Renato Marinas and was opened to the public with 1 swimming pool in year 1995. Loreland Catering was established in October 1996. As the years passsed by, the couple developed the resort slowly and reached 10 swimming pools, established a restaurant and a spa. In year 2010, they put up the Zipline as an added amenity to increase customer satisfaction. Then in 2011, the Camp Tipolo was constructed for team building activities and it became a one stop shop resort near Metro Manila. It also provides a spa area and a restaurant to make it convenient for the guests not to bring any food. The main goal of the resort is to provide relaxation and fun memories with family and friends.
Loreland is an epitome as "the place to be" in its more than ten
Cited: Brey, E.T. and Choi, H.G. (January 27 2011). Standard Resort Hospitality Elements: A Performance and Impact Analysis Chapman, A. (2007-2009). Customer Service. BusinessBalls. Retrieved from http://www.businessballs.com/customer_service.htm Retrieved from http://dlsu.academia.edu/EarlGanuelas/Papers/1571798/Comparison_of_Customer_Satisfaction_Levels_Achieved_by_Frozen_Yogurt_Establishments_Operating_Within_the_DLSU_Area Horseshoe Bay Resort (2012) Tracy, B. (n.d). The Four Levels of Satisfaction. 1000advices. Retrieved from http://www.1000advices.com/guru/customer_satisfaction_4levels_bt.html Wilk, L http://www.aboutsurveys.com/how-to-measure-customer-satisfaction- satisfaction-measurement-and-theory/ Philippines Review (April 7, 2009)