INSTITUTE OF TOURISM & HOTEL MANAGEMENT

DEPARTMENT OF TOURISM MANAGEMENT

S.Y. 2018-2019

1st Semester

Customer Satisfaction in Azure Urban Resort Residences in Paranaque and Wind

Residences in Tagaytay

A Tourism Research Paper Presented to the

Faculty of Institute of Tourism and Hotel Management

Far Eastern University

Nicanor Reyes Sr. St., Sampaloc, Manila

In Partial Fulfillment of the Requirements in

Research Writing for the Degree in

Bachelor of Science in Tourism Management

Submitted by:

Telles, Noelle Angelo V.

Taladoc, Ma. Pamela Anne T.

San Juan, Lloyd Angelo S.

Ysola, Kaye Princess B.

Section 6

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Customer Satisfaction in Azure Urban Resort Residences in Paranaque and Wind

Residences in Tagaytay

Chapter 1

Introduction

This chapter will discuss, determine and identify the levels of satisfaction,

expectations, experience through quantitative method by means of surveying the

selected customers. The chapter will also tackle the different reason why the customers

choose Airbnb condominium rentals as a place to stay.

Background of the Study

Tourism is travel for pleasure or business. Tourism includes activities like

camping, sightseeing and many more. Tourism is also a business for attracting,

accommodating, entertaining tourist and a business in operating tours. Tourism is not

just for international travel but also for domestic travel or within the traveler’s country.

According to the World Tourism Organization, generally tourism in terms which go

“beyond the common perception of tourism as being limited to holiday activity only”, as

people “traveling to and staying in places outside their usual environment for not more

than one consecutive year for leisure, business and other purposes”. Why do people

travel? People travel to learn (Yang, 2016). Travel allows people to many different

things whether learning the culture, history of that area or learning a new language,

people becomes more educated in different ways of life and absorb all the knowledge in

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the world. People travel to escape (Yang, 2016). Travel provides a momentary break

from people’s daily lives. When people venture to a new environment, they are intrigued

by all the new or novel things that surround them and it gives adventure and excitement

to them. People tends to forget their jobs, classes, and other responsibilities. People

travel to experience (Yang, 2016). People travel to experience all the world has to offer.

Experiences help bring meaning, shaping, and defining every person’s lives. People

travel because they want to see different tourist attraction. It can be natural, man-made,

historical, animals and many more. Mill and Morrison (1992) state that anything that has

a power to attract or to draw one towards it can be a tourist attraction. Attraction is one

of the reasons why do people travel. Tourist attraction is “consumed” at the destination,

rather at the tourist’s home. Meaning in order to consume the product, the client must

first travel, thus laying the foundation of tourism.

Most people or traveler would prefer accessible and affordable accommodation.

Airbnb condominium rentals are their go-to destination. It offers you someone’s home

as a place to stay rather than a hotel, many condominium owners nowaday creates this

short-term lease. Why do people choose Airbnb condo rentals? They choose it because

of the price. Most condo rental units are significantly cheaper and budget-friendly than a

hotel room. A budget-friendly accommodation and spacious unit with different amenities

like a two bedroom, full kitchen and outdoor amenities that would satisfy tourist and will

caters the needs of the guests or travelers. Another is the location of the condominium.

Accessibility is a key. Mostly condominium units are along beaches, main streets,

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shopping district, or near cluster of restaurants. A motivation factor why do people

choose Airbnb condo rentals. A famous Airbnb condominium rental Azure Urban Resort

Residences in Paranaque offers both affordable and accessible units. The Azure with

expected to have a 9 buildings that seek to set a new benchmark for tropical living and

each of its tower is set in a breathtaking tropical modern aesthetic that provides natural

ventilation, light, and shade. Famous for their man-made beach. It is also safe to the

customers unlike some beaches in the country. Azure Paris Hilton Beach Club

controlled the number of people. Another famous Airbnb condominium rental is the

Wind Residences in Tagaytay with approximately an hour or two ride from the city of

Manila. Convenient for those who seek a perfect place for comfort, relaxation and

security. The Wind Residences is a residential that takes a notch higher by providing

what most people been dreaming of. The residence also provides an elegant retreat to

its residents with a combination of convenient location, unparalleled comfort, impressive

facilities and resort-like amenities like The Sky Lounge with a panoramic view of the

whole Tagaytay, Laguna de Bay and Metro Manila to fully appreciate the beautiful

ambience of the mentioned places. The researchers aims to determine and measure

the level of customers satisfaction in Azure Urban Resort Residences and Wind

Residences.

Problem Statement

When ask the people what a perfect place to stay in while in a vacation that can

satisfy them and also good for couples, groups and families, many would say something

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that is accessible, a budget friendly and also worth it. But what do you do when you're

stuck in a landlocked city or urban city with no nearby natural beaches and resort to

stay in? Many people want the vibe of tropical where they can stay and do some

activities under the sun, since beaches are far away from the city, many condominium

owners nowadays create a type of residence that has amenities located outdoors that

people can enjoy and treat like a beach getaway because of its alike features.

Unfortunately, not everyone can afford to buy a unit of their own to experience this. But

now because of the unit short-term lease for “staycation” it is easier now for everyone to

access to this kind of places because of those owner who make a profit or business out

of there owned unit. Many people don’t have an access and budget to go to their dream

beach vacation that’s why artificial beaches is the good option for people who want to

have their dream vacation. Before if you can’t go to the beach, you will need to travel

miles away just to experience it but because of the development and progress the

beach vibe is easily brought to us because of the artificial beaches. Due to the

technology it is easily advertised and promoted this kind of vacation to the people by

just posting online. Some of the unit owners offer a cheap short-term lease that

depends on the type of the view and room, including also the use of amenities such as

the man-made beach that’s why it is enjoyed by mass of people. And also because of

this it became a trend especially to all the people who can easily access to this place

resulting into an amid increasing number of guests. since the Manila`s first artificial

man-made beach the Azure Urban Resort and Residences is just located within the city.

Because of the success of offering a short – term lease for a “staycation” to the people

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many condominium unit owners from different places also offer their unit to guest, one

of this is the Wind residence in Tagaytay it is a hit to all the people since it is located at

the most popular tourist destinations because of its beautiful scenery and cooler climate

provided by its high altitude. This is also became a trend destination for “staycation” but

not like in the Azure Urban Resort and Residences the Wind Residences in Tagaytay

not became an overrated “staycation” for people. Yet they both offer a same price and

type of vacation within a condo and also include many amenities like the indoor and

outdoor swimming pools.

Theoretical Framework

Figure 1: ACSI Model

In this study, researchers use the ACSI Model. The American Customer

Satisfaction Index (ACSI) was launched in 1995. The ACSI Model is a cause-and-effect

model with indices for drivers of satisfaction on the left side (Customer expectations,

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Perceived quality and Perceived Value), Satisfaction (ACSI) in the centre and outcomes

of satisfaction on the right side (Customer complaints and Customer loyalty, including

Customer retention and Price Tolerance). The ACSI was Based on a model originally

implemented in 1989 in Sweden called the “Swedish Customer Satisfaction Barometer

(SCSB)”.

The survey process involves collecting data at the individual customer level.

Casual sequence begins with which are presumed to affect, in order, Perceived value

and Customer satisfaction.

Customer satisfaction, as measured by the ACSI index, has two Antecedents:

Customer Complaints, and Ultimately, Customer Loyalty.

Conceptual Framework

The Framework above shows the flow how customers gain satisfaction in staying
in Azure and Wind Residence.

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A customer expectation is a measure of Customer’s anticipation of the quality and

services of the hotel. Expectations represent prior experience, which includes some

non-experiental information like advertising and word of mouth.

Perceived Quality is a measure of quality relative to price paid. Although price is

often very important to the customer’s First visit, usually has a impact on satisfaction for

visiting again.

Customer Satisfaction is a measurement which a customer is happy with a

product, service or experience.

If the Customer is satisfied with the quality and service of the hotel, the less likely

they are to complain. Most likely, they will think to visit again if they are satisfied with the

service.

Objectives

For the researchers to be able to know the outcome of this research in Customer

Satisfaction on Azure Urban Resort they must attain the following objectives:

1. To determine the level of customer’s satisfaction in Azure Urban Resort Residence

and Wind Residence in terms of:

1.1 Expectations

1.2 Word of mouth

1.3 Repurchase behavior

1.4 Loyalty

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2. To know if the characteristics of the selected respondents will contribute their

satisfaction in staying at Azure Urban Resort Residence and Wind Residence by

analyzing purpose of visit, gender, age, and other characteristics.

3. To identify and compare the customer’s expectation versus the customer’s reality

experience in Azure Urban Resort Residence and Wind Residence

Hypothesis

There is no significant difference between Azure and Wind Residences on how

they cope up with their customers or the respondents.

Scope and Limitations

The scope of this research is to identify the customer satisfaction of Azure Urban

Resort Residences and Wind Residences. This research is limited to the customer of

Azure and Wind Residences that include those who rent a short term lease for

staycation. This research will help us to understand the customers preference and their

needs expected from Azure Urban Resort Residences and Wind Residences. This

study will not only help us as a student but also to improve the service standard not only

in Azure Urban Resort Residences and Wind Residences but also to other place who

offer a staycation to the customer

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The limitations of this study is the time span of the researchers to gather the

information for the research in this semester. The collection of the data from both the

respondents and participants will be done in just one day and it is also one of the

limitations of this study. Due to the limited time the respondents will only take 2-3

minutes per person for answering the questionnaires. And also the hindrance of ours

will be limited resources for such as money, travel and time.

Significance of the study

This study will cover the factors and feedbacks on how the customer’s satisfied

with the overall service experience they have specifically in in Azure Urban Resort

Residence and Wind Residence. This study aims to deepens our knowledge on how will

the different sectors of tourism service can affect the satisfaction of the customers that

they choose to stay in Azure Urban Resort Residence or Wind Residence rather than

other staycation places. This will also help us to learn the latest and rising of tourism

trends.

To the customers. The study aims to help the best customer to look what is the best

tourists spot in the urban area, this study will give the customer an ideal place to go.

Azure and Wind is much better without going to travel for a long trip since it's located at

the city of Paranaque and city of Tagaytay which the best places to relax with your love

one.

To the employees. The main mission or job of the employees of Azure Urban Resort

Residences and Wind Residences is to make sure the feeling of satisfaction of the

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customers. Commitment is another concept of which leads to their satisfaction. Each

employees has their own scale unit. And they have proper training.

To the industry. Local jobs and business opportunities can be created. These jobs

include those that are directly related to tourism and those that are indirectly supported

by tourism such as food production and housing construction.

To the government. As a tourist begin to recognize AirB&B condominium rentals, it will

increase the number of tourists that will help the government to generate taxes.

To the future researchers. The findings and results of the study may be used as a

guide and reference in conducting new researches, information and testing the validity

of other related findings about Airbnb Condominium Rentals. The outcome of the study

will also give the future researchers a background and overview, feedbacks,

suggestions, and areas of improvement of the existing study. This study may be one of

the basis that a new theory in learning will arise.

Definition of Terms

This glossary of words contains the definitions of some terms that intends to

assist you in understanding commonly used terms, concept, general words and phrases

when reading the research.

Accessibility- The quality of being accessible, or of admitting approach.

Aesthetic - concerned with beauty or the appreciation of beauty.

Affordability- The extent which something is affordable as measures by its cost

relative to the amount that the purchaser is able to pay.

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AirB&B - or Air Bed & Breakfast A lodging reservation website from Airbnb,

(www.airbnb.com) that lets property owners list their spare room, apartment or home in

thousands of cities worldwide.

Ambiance - a feeling or mood associated with a particular place, person, or

thing.

Amenities - something that makes life easier or more pleasant.

Condominium - a building or complex of buildings containing a number of

individually owned apartments or houses.

Experience – This is the knowledge or mastery of an event or subject gained

through involvement in or exposure to it.

Facilities - a place, amenity, or piece of equipment provided for a particular

purpose.

Getaway - a vacation especially of brief duration or a place suitable for a

vacation.

Motivation – This is the reason or reasons one has for acting or behaving in a

particular way.

Profit - obtain a financial advantage or benefit, especially from an investment.

Residences - a person's home; the place where someone lives.

Retreat - a quiet or secluded place in which one can rest and relax.

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Satisfaction - fulfillment of one's wishes, expectations, or needs, or the pleasure

derived from this.

Short term lease - generally refers to a lease with a duration of less than six

months. Often, they are based on a month-to-month rental agreement, which may or

may not be renewed at the end of each month.

Staycation - a vacation spent in one's home country rather than abroad, or one

spent at home and involving day trips to local attractions

Tourism – Tourism is traveling outside your usual environment for not more than

24 hours.

Tourist – A tourist is a person who visits a location other than his/her own home.

One who travels for pleasure.

Tourist Satisfaction - A measure of how tourism products and services supplied

by a company of the tourism system meet or surpass the expectation of the tourist.

Traveler - a person who is traveling or who often travels.

Trend - (of a topic) be the subject of many posts ont a social media website

within a short period of time.

Vacation - an extended period of recreation, especially one spent away from

home or in traveling.

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Chapter 2

Literature Review

This chapter presents the review of journals and related studies to the subject

matter. Includes the ideas relevant to the subject relating to other studies and carefully

reviewed for the development of the study. The review of related literature provides

some perception regarding some strong points and restrictions of previous studies. It

will also present the synthesis of the study in which cited the similarities of the study.

Customers Satisfaction

According to J. Reh (2017), today’s world where social media is a big hit, a

customer’s experience is visible to the entire network of social media in the world in

real-time. Potential online buyers read the review first before making a purchasing

decision. Customers tends to choose restaurants based on their positives reviews and

the same holds true for nearly every other area of consumer.

The researchers want to identify how customers satisfaction is measured.

Counting on customers satisfaction through their feedbacks is not the case because

most prefer to keep quiet. Some customers see that there is no need contacting the

service provider while other customers seek to pass their complaints to the service

provider. Setting standards and improving the employee relationship with the customers

is a central strategy of measuring customers satisfaction.

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In an article of Han and Ryu (2010), customer satisfaction and service quality

have become a marketing priority. A prerequisite of consumer loyalty, repeat sales and

positive word-of-mouth. In a competitive market, the key to gain an advantage lies in

delivering high-quality service that will lead to satisfied customers. Hence that it is

important to all organizations to meet the customers expectations and satisfied the

customers.

According to Sirgy (2010), the theory of the leisure travel satisfaction is base on

goal theory. The theory has four central principles: selecting leisure travel goals with

high levels of positivity valence, selecting leisure travel goals that are likely to be

attained, engaging in actions that implements leisure travel goals, and lastly is engaging

in actions that allows tourist to experience goal attainment.

Fornell (2010) found that customer satisfaction has been shown to affect choice

and purchase behavior at the individual consumer level for a comprehensive review. In

this article, we examine whether a similar relationship can be found when both

satisfaction and spending are aggregated. At a basic level, it is obvious that the degree

of utility or satisfaction a person derives from consumption may affect how he or she

spends money. The degree of satisfaction with previous purchases has a strong effect

on expected utility, that consumers form expectations about the levels of satisfaction.

Satisfaction also contributes to positive word of mouth and increased product usage,

which in turn boost future consumer spending. According also to Rust that a major

marketing variable may have been overlooked in the debate on whether consumer

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spending growth can be predicted. We find that customer satisfaction explains a good

deal of future growth in discretionary spending, both as a main effect and in customer.

According to Rao and Sao (2013) service businesses have been growing rapidly

in recent decades, while customer demand for high quality service is increasing. To

remain competitive, we need to analyze customers’ expectation and perception towards

the service quality. Measuring customer satisfaction provides an indication of how

successful the organization is at providing products and services to the marketplace.

Customer satisfaction is an abstract concept and the actual manifestation of the state of

satisfaction will vary from person to person and product/service to product/service.

(Ganga, 2013).

This study also pointed out to other critical and significant determinants of

customer satisfaction such as staff presentation and knowledge, food and beverages

product and service quality, as well as reservation services. (Ali, 2015) Employees

especially in the service area either lack motivation or have a problem in attitude

towards their work is a concern because this is a people industry and serving clients

unhappily is against the industry expectation. This therefore demands that while

designing customer care service policies, the management need to consult especially

their loyal customers so that quite a number of customer complaints and areas of new

interests are put in to consideration. (Kangogo, et al. 2013).

Eshetie (2016), states that Customers satisfaction plays a very important role in

the industry and should be seen as one of the first management’s priorities at all

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hospitality companies. It is a very crucial part of the success of any company. Their

satisfaction with a purchased product or service influences their decision to purchase it

again.A management approach focused on customer satisfaction can improve customer

loyalty, thus increasing the positive image of the touristic destination. (Guzo, 2010).

Miller (2010) observes that when a customer begins a relationship with a

business, he or she already has a specific set of expectations in the quality of service to

be provide. Creating customer value and loyalty comes from management, consistently

exceeding customers’ expectations.

There are several studies that analyse the needs and desires of hotel guests,

elucidating the relevance for guest satisfaction of a variety of attributes such as

cleanliness, price, location, security, personal service, physical attractiveness,

opportunities for relaxation, standard of services, appealing image, and reputation

(Atkinsons, 1988; Cadotte and Turgeon, 1988; Knutson, 1988; Wilensky and Buttle,

1988; Rivers et al., 1991; Ananth et al., 1992; Barsky and Labagh, 1992; McCleary et

al., 1993; Saeed et al., 2011; Mohajerani and Miremadi, 2012). Wuest et al. (1996)

defined the perception of hotel attributes as the degree to which guests may find various

services and facilities critical to their stay in the hotel.

Airbnb

According to Edelman and Luca (2014), Airbnb.com is an online marketplace

popular for its short-terms rentals. Founded in 2008 and quickly become a hit and as of

2013, Airbnb has a total of 300,000 listings, comparable to Marriott’s total 535,000

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rooms worldwide. Edelman et al. (2014), also state that on Airbnb, guest can choose

their desire destinations and dates. They also have a variety of options in property type

like a single room or maybe two rooms. Options also include general location, property’s

characteristics and its other features, the price and availability. Guest has a freedom to

choose whatever they want when renting a room or property.

Zervas, Proserpio and Byers (2017), state that Airbnb offers accommodation to

guest with their own establish nightly, weekly or maybe monthly price, using their spare

rooms or apartments where they derives revenue for both guests and hosts. 9 – 12 %

service fee is charge, depending on the length of reservation of the guest who booked,

and they also will charge the hosts a 3% service fee for the cost of processing payment.

One study found about Airbnb is that “a social website that connects people who have

space to spare withthose who are looking for a place to stay” (Zervas et al., 2017, p. 7).

Hence that Airbnb is a type or accommodation that guest find it more appealing to them

with a use of social media or social websites.

Kaplan and Nadler (2015) state in their study that Airbnb has an economic

impact that contributes to local communities in myriad ways. One study found in New

York City that 400,000 Airbnb guests that visited between 2012 and 2013 spent $632

compared to tourist staying in a hotel. Airbnb’s impact is not all for financial (Kaplan &

Nadler, 2015). Airbnb’s one primary benefits is that allows guest to experience how to

live like locals and allows them to explore more the neighborhoods, both providing

accommodation and connecting visitors to the locals. Airbnb is an alternative to hotels

that expect hardly to be perfect substitute for all travel needs (Zervas et al., 2017).
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Hence that Airbnb is a great way for travelers or tourist have a place to stay that is

budget-friendly and also a great way for them to experience the culture of the locals.

Vacation Rentals

Vacation rentals is the main essential why do people choose Airbnb. Vacation

rentals are typically apartments, villas or condominium units that offers more room,

different amenities and freedom for the guest rather than hotels or resorts. Why do

people choose vacation rentals? One reason is because of the space. Space for guest

to relax and get comfortable (New York Rental By Owner [NYRBO], 2018). You get to

choose whatever the size of the vacation rental you would like. You’ll get plenty more

space (The Evolve Team, 2012). Kids are included when there is family vacation. In

rental home there will certainly be more beds which every child might get a room and

the parent will definitely get their privacy need.

A second reason is you can save money because of a budget-friendly price.

Renting a house, townhouse, or condominium are more affordable (The Evolve Team,

2012). Renting home or house is cheaper than renting hotel rooms just to accommodate

to entire group. By dividing the cost of the rent with friends or family members, you can

save even more money. Save money by buying or cooking your own food (Parode,

2018). Being able to cook “at home” or shopping to a local grocery stores is a reason

why travelers choose vacation houses. Cooking your own meals is a big budget saver

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(The Evolve Team, 2012). A lifesaver for those who has special dietary needs and also

be able to keep a full snack on fridge or cabinets.

A third reason is the amenities and facilities. The type of property and amenities

will make your vacation special (Parode, 2018). Renters has a “must have” in their list

and with this, renters can have a freedom to choose wisely a property that they can rent

so that all of the things in their wish list will be checked. Access to laundry for free

(NYRBO, 2018). The use of washer and dryer renters tends to stay longer.

Convenience for renters that can save money and time.

Another reason is the location. Stay at your dream location (Parode, 2018).

Finding a vacation rental that will suits perfectly to the renters whether a beachfront

cottage, mountain cabin or a downtown apartment. Whatever the renters choose or

what renters desire. Available in more places (The Evolve Team, 2012). Staying into a

remote location or that’s not big with travelers or tourist, finding a decent hotel is a

trouble and hotels are not available in some areas. Booking vacation rentals is a perfect

way to ensure this need.

Synthesis of the Study

This study is related to all of the journals gathered. Related to the fulfillment of

the customers satisfaction tackling about the use of Airbnb and vacation rentals to meet

customers satisfaction. The Azure Urban Resort Residence and Wind Residence is a

one-of-a kind residential condominium that has amenities which integrates word class

dinning experience, relaxation, and entertainment facilities. With the use of Airbnb some

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unit owners convert their unit for income purposes. This two has a lot to offer both for its

resident and the renters. Both with facilities that cater the needs, attractions like a man-

made or a natural view and many more. Some journals explaining about how customers

satisfaction and how will it lead to customers loyalty. Meanwhile, the other journals are

illustrating about Airbnb and why do travelers or tourist engage on using it rather than

hotels. Some journals are tackling about why do customers prefer staying at a vacation

rental, reason on which customers find more appealing to their needs and wants and

journals tackling about the customers expectation and how expectation differs from real

experience. A quantitative research will be used and followed. The study will be

conducted on Azure Urban Resort Residences in Parañaque City and will also be

conducted in Wind Residence in Tagaytay City. This study should be considered worthy

among other research, study, or journals because the researcher will investigate not

only about the customers satisfaction, they will also compare, discuss and find out the

insight feedbacks of the customers who already tried and experience the services or

Azure and Wind. The study maybe useful and can be added to the related literature of

future researchers.

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Chapter 3

Methodology

This chapter will discuss the description of the researcher procedure adopted by

this study. This chapter present the research method applied, source of data,

participants of the study, research instrument that will be used, data gathering, and

statistical treatment used for the interpretation of data collected.

Research Design

In this study, the researchers used Quantitative Method with the application of

structured questionnaire as the core instrument. According to Regoniel (2015), state

that quantitative method are methods that use numbers as its basis for generalization

about a phenomenon. Emphasizes the purpose capacity, statistical, mathematical or

numerical data analysis collected from polls, surveys, and questionnaires (Babbie,

2010).

The researchers want to gathered data through the use of tools, equipment, and

questionnaires. The goal of the researcher in conducting a quantitative method is to

determine the level of satisfaction between Azure Urban Resort Residence and Wind

Residence.

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Sampling Design

In order to get the sampling design, the researchers used a purposive type of

sampling. This purposive sampling is a method that helps the researches in selecting

respondents who have gone to Azure and Wind Residences. The goal of this is to get

the opinions of the respondents that would the researchers answer the statement of the

problem.

The researchers created criteria for the respondents who participated. First

experience is a must they must be able to experience going to Azure Urban Resort

Residence and Wind Residences. Second, they must willingly to participate in order to

give information about their experience. The researcher decided to create these criteria

to identify the respondents necessary for the research.

Data Collection Method

The researchers generated questionnaires that will acquire information needed

for the study. The researchers of the study are the ones who will conduct the survey.

The survey took place in Azure Urban Resort Residence and Wind Residence. The

researchers will find 50 respondents in Azure Urban Resort Residence and another 50

respondents in Wind Residence for the survey of the study. However, the

questionnaires are only fit for those who already experience either Azure or Wind. This

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survey aims to identify the opinions, comments, insights or feedbacks of the customers

for the improvements and enhancement of Azure or Wind.

The main reference of this data collection is from the customers of Azure Urban

Resort Residence and Wind Residence. They are the ones who can answer the survey

that will test the validity of the research objective. The other reference is from the

feedback in the social media and different websites. The researchers can get

information about their study from these sources and can help them survey more

precisely and correctly.

Development of Research Instrument

The survey questionnaires used by the researchers as a primary tool in gathering

and collecting data need for evaluation of satisfaction in Azure Urban Resort Residence

and Wind Residence.

The survey instrument will consist of five parts. Part 1 has the demographic

profile of respondents such as name, age, gender, and profession. Part 2 will assess

the expectation of the respondents in Azure and Wind. Part 3 will measure the

experience of respondents towards staying in Azure and Wind. Part 4 will evaluate the

respondent’s comments and opinions to Azure and Wind. This survey aims to know the

experience, expectation, comments of the customers to contribute on improvement of

Azure and Wind.

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 INSTITUTE OF TOURISM & HOTEL MANAGEMENT
DEPARTMENT OF TOURISM MANAGEMENT

The respondents were asked to put a check mark answer the questing using the Likert

Scale on their choice of answer or if in any case they may write their answers on the

space provided. Each question is answerable by Very satisfied, Satisfied, Neutral,

Unsatisfied, Very unsatisfied.

Table 1 Likert Scale

Scale Weighted Mean Percentage

5 4.20-5.00 Strongly Satisfied

4 3.40-4.19 Satisfied

3 2.60-3.39 Neither satisfied or

1 1.10-1.79 Strongly Unsatisfied

STATISTICAL TREATMENT OF DATA

The data will easily present the findings and interpretation that was collected by the

researchers through the survey questionnaire. How the selected guests agree on each

question for the measurement of satisfaction and to know their intention of visit was also

considered.

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 INSTITUTE OF TOURISM & HOTEL MANAGEMENT
DEPARTMENT OF TOURISM MANAGEMENT

1. Percentage – it is used to get the percentage of the distribution of respondents in

each of the categories considered. This was used to show the profile of the data

gathered.

Formula: P = x 100

Where P = Percentage (%)

f = Frequency of each group of respondents in the sample size

n = Total number of respondents.

2. Weighted Mean – It is an average that considers the importance of each value of

overall total. This was used to show an average tally of the responses of the

respondents in each of the questions incorporated in the questionnaire.

Formula: WM =

Where: WM = Weighted Mean

f= the weight of responses in each of the questions being considered

= total number of observations

3. Pearson Product-moment Correlation Coefficient – it is a measurement to

describe the significant and linear relationship between two interval variables, two ratio

variables, or one interval and one ratio variable.

Formula: r =

Where N = number of pairs of scores

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 INSTITUTE OF TOURISM & HOTEL MANAGEMENT
DEPARTMENT OF TOURISM MANAGEMENT

Σxy = sum of the products of paired scores

Σx = sum of x scores

Σy = sum of y scores

Σx2 = sum of squared x scores

Σy2 = sum of squared y score.

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