Assessment of Selected Resort Guest Satisfaction in San Jose del Monte, Bulacan

This study assessed the level of guest satisfaction in selected resorts in San Jose del Monte, Bulacan, using the SERVQUAL service quality framework. Specifically, it examined the demographic profile of resort guests, measured their level of satisfaction in terms of tangibles, reliability, responsiveness, assurance, and empathy, identified common challenges encountered by guests, and proposed practical recommendations to improve overall guest satisfaction. A descriptive–quantitative research design was employed, and data were gathered from eighty‑eight resort guests through a structured survey questionnaire utilizing a four‑point Likert scale. The selected resorts included Grotto Vista Resort, Pacific Waves Resort, and Los Arcos De Hermano, which are among the frequently visited leisure destinations in the area. Descriptive statistical tools such as frequency distribution, percentage, and weighted mean were used to analyze and interpret the collected data. Findings revealed that most respondents were young adults aged eighteen to thirty‑five, predominantly male and single, with a large proportion identified as first‑time visitors. Results further showed a generally high level of guest satisfaction across all SERVQUAL dimensions, with most indicators interpreted as satisfied or very satisfied. Service‑related challenges were minimal, as guests generally disagreed that major problems were strongly experienced, although minor concerns were noted particularly in empathy and responsiveness. Based on these results, recommendations focused on enhancing personalized services, strengthening staff responsiveness, sustaining facility quality, establishing systematic guest feedback mechanisms, and encouraging repeat visitation. The study concludes that the selected resorts consistently deliver quality service that fosters positive guest experiences and offers valuable insights for resort management and local tourism stakeholders.