Customer Satisfaction on the Services of Selected Hotels in Isabela, Philippines

Abstract

Customer satisfaction remains a fundamental indicator of competitiveness and sustainability in the hospitality industry. This study examined the level of customer satisfaction with services offered by selected hotels in Isabela, Philippines. Using a descriptive quantitative design, data were collected from 200 hotel guests across four accommodation establishments through a structured survey instrument grounded in SERVQUAL dimensions. Statistical tools included frequency distribution, weighted mean, and independent samples t-test. Findings revealed that Front Office, Food and Beverage, and Housekeeping services were rated “Very Satisfactory.” No statistically significant difference was found in satisfaction levels when grouped according to hotel classification and years of operation. The results affirm that service quality-particularly reliability, responsiveness, and assurance-remains the primary determinant of guest satisfaction regardless of hotel size or operational maturity. The study contributes empirical evidence to provincial hospitality management research and provides practical implications for workforce training and service standardization.