The Five Service Quality Of Villa Excellance Resort And Wave Pool
The paradigm illustrates the relationship between the three parts of the research model.
The input for the study are the demographic profile of the guests, their analysis of the importance and importance of the five service quality dimensions, and their suggestions and recommendations for the improvement of Villa Excellance Resort and Wave Pool’s service.
The processes are interview with the general manager, distribution of survey questionnaires to selected guests, and Importance-Performance Analysis. The data will be then analyzed statistically to come up with the results.
The outputs of the study are the difference between importance and performance level of the service quality dimensions, the quality of the resort’s service, and the researchers’ …show more content…
This will be a basis for determining the strategy to improve the overall service quality of Villa Excellance Resort and Wave Pool.
Specifically, the study sought answers to the following questions:
1. What is the demographic profile of the customers in terms of the following:
1.1 gender;
1.2 age;
1.3 monthly income or allowance;
1.4 highest level of education; and
1.5 purpose of visit?
2. How important are the service quality dimensions of Villa Excellance Resort and Wave Pool to the guests’ overall satisfaction?
3. How do the guests evaluate the performance of service quality dimensions of the resort?
4. What are the guests’ suggestions and recommendations to improve the service quality of Villa Excellance Resort and Wave Pool?
Hypothesis
The null hypothesis of the study is “the guests of Villa Excellance Resort and Wave Pool perceived service quality dimensions as very important in their overall satisfaction and compared less than the performed services of the resort.”
Assumption of the …show more content…
It is the ability to perform the promised service of the Villa Excellance both dependably and accurately. Ability to perform the promised service dependably and accurately. On the broadest sense, reliability means that the company delivers its promises about delivery, service, provision, problem resolution and pricing.
Responsiveness. The willingness of the employee of the Villa Excellance to help guests and to provide prompt service. Willingness to help customers and provide prompt service. This dimension emphasizes attentiveness and promptness in dealing with customer request, questions and problems. Is communicated to customers by the length of time they have to wait for assistance, answer to questions or attention to problem. It also captures the notion of flexibility and ability to customize to service to customer’s needs.
Empathy. The provision of caring, individualized attention of Villa Excellance employees to guests. Caring individualized attention given to customers. The essence of empathy is conveying, through personalized or customized service, that customers are unique and special. Customers want to feel understood by and important to firms that provide service to
The input for the study are the demographic profile of the guests, their analysis of the importance and importance of the five service quality dimensions, and their suggestions and recommendations for the improvement of Villa Excellance Resort and Wave Pool’s service.
The processes are interview with the general manager, distribution of survey questionnaires to selected guests, and Importance-Performance Analysis. The data will be then analyzed statistically to come up with the results.
The outputs of the study are the difference between importance and performance level of the service quality dimensions, the quality of the resort’s service, and the researchers’ …show more content…
This will be a basis for determining the strategy to improve the overall service quality of Villa Excellance Resort and Wave Pool.
Specifically, the study sought answers to the following questions:
1. What is the demographic profile of the customers in terms of the following:
1.1 gender;
1.2 age;
1.3 monthly income or allowance;
1.4 highest level of education; and
1.5 purpose of visit?
2. How important are the service quality dimensions of Villa Excellance Resort and Wave Pool to the guests’ overall satisfaction?
3. How do the guests evaluate the performance of service quality dimensions of the resort?
4. What are the guests’ suggestions and recommendations to improve the service quality of Villa Excellance Resort and Wave Pool?
Hypothesis
The null hypothesis of the study is “the guests of Villa Excellance Resort and Wave Pool perceived service quality dimensions as very important in their overall satisfaction and compared less than the performed services of the resort.”
Assumption of the …show more content…
It is the ability to perform the promised service of the Villa Excellance both dependably and accurately. Ability to perform the promised service dependably and accurately. On the broadest sense, reliability means that the company delivers its promises about delivery, service, provision, problem resolution and pricing.
Responsiveness. The willingness of the employee of the Villa Excellance to help guests and to provide prompt service. Willingness to help customers and provide prompt service. This dimension emphasizes attentiveness and promptness in dealing with customer request, questions and problems. Is communicated to customers by the length of time they have to wait for assistance, answer to questions or attention to problem. It also captures the notion of flexibility and ability to customize to service to customer’s needs.
Empathy. The provision of caring, individualized attention of Villa Excellance employees to guests. Caring individualized attention given to customers. The essence of empathy is conveying, through personalized or customized service, that customers are unique and special. Customers want to feel understood by and important to firms that provide service to