CUSTOMER SATISFACTION ON HOTEL SERVICES DURING GLOBAL HEALTH CRISIS

Abstract

COVID-19 is one of the most difficult challenges organizations have faced in the previous years. The Philippines' hotel industry is facing previously unheard-of difficulties as a result of the COVID-19 pandemic's lasting impacts. The study aimed to assess the level of customer satisfaction with hotel services in the areas of food and beverage, front office, and housekeeping as the basis for a customer service action plan.  Likewise, it explored the challenges encountered by hotels during a global health crisis. The study used a descriptive-quantitative research design using a survey. The respondents of this study were the 211 guests of the nine DOT-accredited hotels. Convenience sampling was employed. An online software package for the analysis of statistical data was used to obtain the mean and standard deviation for the level of customer satisfaction; frequency and percentage were used in the challenges encountered because of their clarity in expressing quantitative analysis between variables. The findings of the study indicate guests' very high level of satisfaction with hotel services in all areas (food and beverage, housekeeping, and front office). In conclusion, the respondents perceived a very high overall level of customer satisfaction with hotel services in the areas of front office, food and beverage, and housekeeping. 

Keywords: Business and Management, Global Health Crisis, Customer Satisfaction, Hotel Services, Front  Office, Food and Beverage, Housekeeping, Descriptive-quantitative, Philippine Hotels.