Final-edited-print.docx

Chapter I

THE PROBLEM AND ITS BACKGROUND

INTRODUCTION

Splash Island Spa and Resort, located at the South wood Ecocentrum in Biñan, Laguna, is known as one of the biggest water park in the Philippines. Splash Island sits on a vast piece of a real estate where more than 12 water attractions can be found. The park is so vast so it can accommodate 6,000 guests at any given time. Patterned after the famous water theme park in United States, Splash Island has a myriad of slides, pools and other water attraction for guest for all ages. Add to these the assurance of security, the management has set up height and capability restriction for some attraction. The park first opened in 1997 and a lot of changes have been introduced since then. The water, for one, has been changed as many as three times already over the course of the park’s history. Splash Island is situated in Biñan. The resort is a popular spot for families due to its closely-related features of a theme-park, except that it offers mostly water activities that are based from several natural water landmarks all around the country. They feature water rides which are unique to the

1

place and other relaxing activities such as a spa. This is for families who want to have great splashing time all day long. This study aims to determine the Level of Satisfaction of Customers in Splash Island. The researchers first conduct an observation in terms of the history

and

its

description,

number

of

customers’

arrival,

problems

encountered and its solution, and lastly facilities and amenities inside Splash Island. Considering the level of customers’ satisfaction, the study also attempts to identify the actions to be undertaken to improve Splash Island services. It is to be noted that respondents are the customers of Splash Island. Questionnaires were distributed to the customers and the data gathered from this research will benefit not just the customers but also the students of NTC. If customers’ satisfaction will be met, this would also contribute to the growth of the Splash Island. The slides, rides and attractions were designed to provide you with a day filled with aqua thrills and adventure. However, there are things that needs to develop. First, Splash Island should renovate the restrooms and shower rooms inside the water park. They must also create a system or process that will upkeep the maintenance of the restrooms and shower rooms. Second, they should also develop their parking lot for the customers. Third, they should lower the price of admission rate; create discount or promos for the cabanas, locker, food and beverage, souvenir shop, and recreational activities in order to fully satisfy their customers. Lastly, the 2

water park should provide assistance for elderly customers such as priority lanes. They should also be more attentive when it comes to serving the young adults.

3

SIGNIFICANCE OF THE STUDY The findings of the study will be deemed significant to the following: TO THE STUDENTS - This research will give exposure to Splash Island to the students in the National Teachers College. Through this study they will also gain some information that may help them in their academics. TO THE TOURISTS – This will help as an additional prevalent tourist destination in Metro Manila that can help in improving the socioeconomic aspect of the city that can encourage them to provide more activities that would get the tourists’ attention. TO THE SCHOOL – This research will give an idea for the school to have a place for important events such as fieldtrip and other recreational activities. DEPARTMENT OFTOURISM - This study will be a significant endeavour in the addition of improved tourist destination that may be showcased by the Department of Tourism. By this study, the department could come up with powerful programs to boost the resorts popularity. LOCAL RESIDENTS – This study will help the local residents to have a deeper understanding of what their community has to offer and the opportunities it may provide. LOCAL

GOVERNMENT

UNIT

–This

research

will

benefit

the

local

government unit, as tourism plays an important role in the economic growth.

4

With this study, LGU will be given the data and information that can help in establishing a coordinated network of tourism organizations to deliver local tourism outcomes. TO THE FUTURE RESEARCHERS –On the part of the readers/future researchers, they could gather information on the topic and will serve as a good source of useful information for them.

5

Conceptual Framework

Unique Slides Approachable and Friendly Staffs

Good Surroundings

SATISFACTION One of the biggest Water park in Philippines

Many Enjoyable Activities Cleanliness of the Environment

Figure 1 This study is entitled The Level of Satisfaction of Guest in Splash Island can be summarized in figure I. This study aims to determine the level of satisfaction of customers in Splash Island and also attempts to identify the actions to be taken to further improve the Splash Island for the growth and development. 6

Figure I describe the conceptual framework of the study wherein the input consists of the factors that satisfies the visit of the guests such as approachable and friendly staffs, unique slides, good surroundings, many enjoyable activities, cleanliness of the environment and one of the biggest water park in the Philippines.

7

RESEARCH PARADIGM This paradigm shows the factors and instrument needed to obtain the output. INPUT

PROCESS

OUTPUT

DEMOGRAPHICS  NAME  AGE  GENDER  CIVIL STATUS  PROFESSION  NATIONALITY

SURVEY QUESTIONNAIRE

CUSTOMER SATISFICATION      

RATES SERVICE FACILITIES ACTIVITIES AMENITIES SECURITY

8

LEVEL OF SATISFACTION OF “SPLASH ISLAND”

Research Paradigm Figure 2 Figure 1 shows that the researchers’ paradigm INPUT has three components and they are (1) demographic profile of the guest and (2) Customer Satisfaction of the following: Rate, Service, Amenities and Security and last, Suggestion for the Improvement of Splash Island. The PROCESS of the study used the survey questionnaire to collect the data that supporting the major problem of the study. OUTPUT or the result according to the statement of the problem of The Level Satisfaction in Splash Island.

9

STATEMENT OF THE PROBLEM The main purpose of this study is to determine and analyse the Level of Satisfaction of Customers in Splash Island.

Specifically, it aims to answer the following Questions: 1. What is the demographic profile of the respondents in terms of the following: 1.1 Name (Optional) 1.2 Age 1.3 Gender 1.4 Civil Status 1.5 Profession 1.6 Nationality 2. What is the level of satisfaction of the respondents in regard to: 1.1 Rates; 1.2 Service; 1.3 Facilities; 1.4 Activities 1.5 Amenities; 1.6 Security

10

Definition of Terms To help the readers have a better understanding about the study researcher had to define the following: Amenities– refers to a feature conductive to such attractiveness and value. “amenities.” (2017). In Merriam-Webster’s dictionary (Mobile application). Springfield, MA: Factual –of or to facts . “factual” (2017). In Merriam-Webster’s dictionary (Mobile application). Springfield, MA: Market share – refers to the percentage that a company has of the total sales of particular product or service. “market share”. (2017). In MerriamWebster’s dictionary (Mobile application). Springfield, MA: Myriad – refers to a great number . “myriad”2017). In Merriam-Webster’s dictionary (Mobile application). Springfield, MA: Pertinent – refers to having a clear decisive relevance to the matter in hand. “pertinent” (2017). In Merriam-Webster’s dictionary (Mobile application). Springfield, MA: Real Estate – refers to real estate is property made up of land and the buildings on it, as well as the natural resources of the land, including uncultivated flora and fauna. “real estate.” (2018, October 17) Retrieved https://www.investopedia.com/terms/r/realest 11

Repeat purchasing – refers to a repeat purchase by a consumer of same product as bought on a previous occasion. “Repeat Purchase.” (2017, February 10) Retrieved https://www.activedemand.com/dictionary/repeatpurchase/ Theme park – refers to amusement park where the rides and attractions are based on a particular theme. “theme park” (2017). In MerriamWebster’s dictionary (Mobile application). Springfield, MA: Water park – refers to amusement park with rides that involve water and areas where people can play or swim in water. “water park”(2017). In Merriam-Webster’s dictionary (Mobile application). Springfield, MA: Satisfaction of guest - its refers to the content regards to the quality of a service.

12

SCOPE AND LIMITATIONS This study focuses on the level of satisfaction of customers in Splash Island. It covers the history and its description, number of customers’ arrival, problems encountered and its solution, and lastly facilities and amenities inside Splash Island. The respondents of the study are the customers who visit the refreshing site, located in the town of South woods Eco centrum Binan, Laguna Philippines. The researchers studied this topic from September to November 2018. The researcher conducted a survey on October 27, 2018 in Splash Island. We arrived at 9am and started to conducted survey from 11AM to 3PM outside of Splash Island. Only 60 respondents returned their answered questionnaires. The result of this study is applicable only to the respondents of this study and should not be used in other purposes. The researchers considered working on this study to know the level of the satisfaction of all customers who visits in Splash Island.

13

Chapter II REVIEW OF RELATED LITERATURE FOREIGN Foods According to the study of Sangmook Lee, Naehyun Paul Jin, Hyuckgi Lee entitled "The moderating role of water park service quality, environment image and food quality on perceived value and customer loyalty", there are different factors that can affect customer's satisfaction, these includes service quality, food quality and atmosphere. In the Tourism Industry the ultimate goal of increasing perceived value is to retain visitors by providing them service quality and being able to provide their demands. Facilities With the study of Ma. Eliza Margarita Enriquez-Magkasi entitled "Customer Satisfaction & Loyalty in Philippine Resorts" It was stated by the Department of Tourism, the increase of tourist arrival during the months of January to April 2012 which also contributed to the economic growth of the country, was also due to the contribution of the resort industry that offers good facility, products and services. For resorts are destinations that offers recreational activities that other destinations can't. A satisfied customer can contribute to the increase of the market share of tourist arrival in a particular destination. With these, the resort industry should focus and 14

improve the qualities or attributes that their guests needs such as surroundings, services and activities. Service (Zeithaml & Bitner, 2003). Research shows that customer satisfaction increases customer loyalty, influenced, repurchase intensions and leads to positive word of mouth. Customer satisfaction is a business philosophy which tends to the creation of value for customers, anticipating and managing their expectations, and demonstrating ability and responsibility to satisfy their needs.

'(Dominici, 2010). Quality of services and customer satisfaction are critical factors for success of any business. This could make a big impact to a particular destination if provided properly.

Satisfaction According to Oliver (1997) - Repeat purchasing is essential to a continued stream of profitability through achieving higher levels of customer satisfaction. Satisfaction can be defined as “the consumer’s fulfillment response. Satisfaction

can

be

defined

response.

15

as

“the

consumer’s

fulfillment

Gronroos (1982) defined service quality as “the outcome of an evaluation process where the consumer compares his expectations with the service he perceived he has received.” Service quality is the result of customer’s expectation being compared to what is being given to them.

According to William Bone, Chair of the Board of Sunrise Company, “The most common mistake is not having a superior land plan, including the appropriate recreational and other amenities The objective is to maximize the residential lot values by creating the maximum lot premium potential.” This implies that a well-designed recreational attraction adds credibility to the development and the developer can aid in attracting guests to a property or customers to a development.

As stated in Resort Management by 3g learning, the lack of profitability

and

development

hurdles

resulted

in

poor

investment

performance of resorts which will result to undeveloped resort.

Indicated in Resorts Management and Operations by Robert Christie Mill, needs assessment is “a systematic inquiry about needs, attitudes, behaviors and patterns of both participants and non-participants” Its

16

purpose is to identify what is important to guests in order to better design and deliver guest activity programs that leave guests satisfied with programs and consequently, the resort.

According to Xu Le, Haaga-Helia of University of Applied Sciences, customers were the fundamental for the service industry. With satisfied customers generally equals that good outcome for market shares. Customer satisfaction theory has been brought out since last century, but it drives higher attention just in recent years, as the competition for the companies in the same business categories are getting fierce; in order to stand out in their specific business field, awareness of customer satisfaction is becoming more and more crucial for the companies.

According

to

Gandolfo

Dominici

(Corresponding

author),

in

his

research entitled Customer Satisfaction in the Hotel Industry: A Case Study from Sicily, in order to be successful in the market it is not sufficient to attract new customers, managers must concentrate on retaining existing customers implementing effective policies of customer satisfaction and loyalty. Customer satisfaction is a business philosophy which tends to the creation

of

value

for

customers,

anticipating

and

managing

their

expectations, and demonstrating ability and responsibility to satisfy their

17

needs. Quality of service and customer satisfaction are critical factors for success of any business (Gronoos, 1990; Parasuraman et al., 1988). As Valdani (2009) points out: enterprises exist because they have a customer to serve.Customer satisfaction is the starting point to build customer loyalty, therefore a long-term relationship. This creates a loyalty's stock in the enterprise which improves corporate image.

Stated in the study entitled Customer Satisfaction in Hotel Services Case-Lake Kivu Serena Hotel, by Joleen Bizi Mubiri, Nurminen (2007) discovered that cost is not the main reason that causes dissatisfaction of customers. Basically, customer dissatisfaction is mostly caused by offering low quality products and services to customers. Customer satisfaction assumes an imperative part of your business. Not only is it the main pointer to quantify client unwaver-ingness, but also a key purpose of separation that helps you to draw in new clients in focused business situations (Nurminen, 2007) Consumer loyalty is a good measure of the quality of services offered to customers. Ho-tels can create strategies to improve the quality of their services and products by measuring the level of their customers’ loyalty. In most cases, customer satisfaction 4 lays out a blueprint that can be used to improve services. It gives the hotel management a reason to understand the needs of their customers and keep on offering quality services.

18

Specified in Family friendly services and customer satisfaction in Zimbabwean resorts, by Clotildah Kazembe, Molline Mwando, Margret Nyarota and Rumbidazi Muyambo, hospitality establishments are lacking in the aspect of family friendly services and facilities. There is not much research of family friendly services in the hospitality industry. This may affect the satisfaction of families on vacation. Family tourism is increasing worldwide such that it is now a huge market which should be given attention. Satisfaction has been noted by Meng et al., (2008) as a significant component to sustain competitiveness. Hove (2013) argues that atmosphere has a major contribution to satisfaction. If the type of clientele of the hotel is families the colour scheme should tell that they cater for families. Bright and cheerful colours promote positive feelings. They are also more stimulating colors that have been proven to increase one’s appetite. Neutrals are a great color scheme because these colors help families feel calm and depict a lot about service to be offered (Hove 2013).

Based on the study QUALITY OF CUSTOMER SERVICE: PERCEPTIONS FROM GUESTS IN ALL-INCLUSIVE RESORTS IN JAMAICA by Joel L. Frater of State University of New York at Brockport, attention to customers, and the services they want and receive, gained increased prominence with the marketing research of Parasuraman et al. (1988), who identifi ed the elements most important to customers (reliability, assurance, tangibles, 19

empathy, and responsiveness) and developed them into a schema called SERVQUAL (Hernon et al. 1999). Paraseraman et al. (1988) defi ned service quality as the degree of discrepancy between customers’ normative expectations

for

the

service

and

their

perceptions

of

the

service

performance.

According to the study Banana Beach Resort Services And The Level Of Customer Satisfaction by Charlo Bianci Montehermoso Guray Many factors should be accumulated to ensure success in the business and these factors should always be given concrete directions in order to meet the expected level of satisfaction of the customers through highly competitive and realizable services. As the tourism marketplace becomes more competitive, quality becomes more crucial for continued financial success. Consumers are more critical and demanding today than they have ever been. Simply providing guests average service is not good enough in this competitive environment. In a market full of tourism suppliers, a company needs to offer more and better service because guests can always take their business elsewhere. To be successful a tourism firm needs to understand what quality means to prospective customers and strive to improve the service quality offered so customers keep will coming back again and again.

20

Chapter III METHODOLOGY This study utilized the descriptive method to determine the level of satisfaction of the guests visiting Splash Island. It also describes both factual and practical information that can be used. It is a survey with the intent of using collected data in the explanation of current conditions or situations of people and things. It supplies both factual and practical information that can be used to evaluate, justify or improve immediate conditions. Instruments Techniques Used In order to get the pertinent data for this study, the researcher utilized the questioner and interview. Questionnaire The questionnaire was the main instrument used by the Researcher in gathering data. To obtain the information needed, a questionnaire was developed to gather relevant information to support this study.

Construction The researcher formulated the questionnaire to the level of satisfaction of the respondents as regards. The researcher made use of the internet sources to guide in framing the questionnaire. 21

Validation In order to validate the questionnaires the researchers sought on their adviser on the subject of Tourism Research Methods and Techniques to confirm of the questionnaire which was ready considered. SAMPLING TECHNIQUES The

researches

will

use

the

convenience

sampling

technique.

Convenience sampling also known as opportunity sampling, grab sampling, accidental sampling, is a non-probability sampling technique. Non probability sampling is a sampling technique where the samples are gathered in a process that does not give all the individuals in the population equal chances of being selected. The respondents that will be selected will be those guests that is easy to reach, within the vicinity of Splash Island. For their experiences and other visions for this resort would make a big impact. DATA GATHERING PROCEDURE In the process of questionnaire survey, the researcher scattered themselves over the different facilities in Splash Island with the use of supplementary interview so that the researchers could save their time while proceeding it and, at the same time, the collected data could as well be more accurate with different segmentations of guests taking the survey. As random people passed by, the researchers in different facilities asked them; 22

if they would like to participate in the study. Once they agreed, they were given

the

questionnaires

to

fill

in.

Upon

the

completion

of

every

questionnaire, the researchers thanked them for being willing to spend ample time and able to conduct the survey.

DATA PROCESSING AND STATISTICAL TREATMENT To answer the specific question raised and the statement of the problem and in order to know the Level of Satisfaction of guest in the City of Binan, Laguna, the data were retrieved from the respondents, were classified, tallied and tabulated. The following statistical tools were used in the analysis of the data. Frequency = it is the actual response to specific item/questions in the questionnaire where the respondents pick their choices. Percentage= this will be used descriptive statistics or something that describes a part of the whole. Weighted mean= this will be used to measure the respondents satisfaction. Multiplying each value in the group by the appropriate weight factors does it and the product is summed up and divided by the total of the numbers of the respondents.

23

Formula: Frequency x Scale =Mean Total of the Respondents

Scale 5 – Highly Satisfied 4 – Very Satisfied 3 - Satisfied 2 – Unsatisfied 1 – Very unsatisfied

Weighted mean

Verbal Interpretation

4.50-5

Highly satisfied - it means that the guests are very contented. very satisfied - It means that the guest are highly contented Satisfied – it mean that the guests are slightly contented. Unsatisfied – it mean that the guests are Very Unsatisfied - it means that the guests are not contented.

3.50-4.49 2.50-3.49 1.50-2.49 1-1.49

24

Chapter IV PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA This chapter presents the findings, analysis and interpretation of data gathered from the respondents of the study. The researcher determined the satisfaction of the guests of the Splash Island. The dates were presented in tabular forms with their corresponding interpretation.

25

Profile of the Respondents In the profile of the respondents it shows the result age, gender, civil status and nationality by getting the total frequency score of how many respondents rate the scale and by getting the percentage the frequency divided by the total of respondents times 100. Table 1 Age of the Respondents In the profile of the respondents in terms of Age showed the majority of the respondents and least respondents’ percentage number in the table. Age

Frequency

Percentage

45 and above

9

15 %

30 – 39

14

23.33 %

20 – 29

28

46.67 %

15 – 19

9

15 %

TOTAL

60

100 %

Table 1 showed the result of age of the guests who visited the Splash Island during the collecting and gathering the questionnaire. Most of the guests answered during the collecting of the survey questionnaire are in the age of 20 to 29 with the 46.67% highest rate of percentage it may belong to young adults, and the 2nd to the highest is in 30 to 39 with 23.33% and the 2nd to the least were 15-19 which is 15% that

26

belong to teen age and the least percentage is in the age of 45 and above of age were only 15% of the respondents belong to adults. Table 2 Gender of the Respondents Gender

Frequency

Percentage

Male

28

46.67%

Female

32

53.33%

Total:

60

100%

The gender of the guests in the Splash Island were mostly females because 32 respondents out of 60 guests answered while the male guests gathered 28 out of 60. It means that the female guests have the most number of visited in Splash Island more than male guests. Table 3 Nationality of the Respondents Nationality

Frequency

Percentage

Filipino

60

100%

Total:

60

100%

In the profile of the respondents in terms of Nationality, it showed the all of our respondents are Filipino Citizen.

27

Table 4 Civil Status of Respondents In the profile of the respondents in terms of civil status showed the majority of the respondents and least respondents’ percentage rate in the table. Civil Status Single Married Total:

Frequency 33 27 60

Percentage 55 % 45 % 100%

Table 3 Showed that the Civil Status of the guests in Splash Island was in the following: Majority of the visitors were single who answered of 33 out of 60guests with the percentage of 55% while in the married stage was 27 out of 60 with the percentage of 45%.

28

Table 5 Profession In the Satisfaction of the respondents in terms of profession showed the majority of the respondents and least respondents’ number in the table. Percentage 23 % 22 % 5%

Profession Employee Businessman/Businesswoman

Frequency 14 13

Accountant Engineer Lawyer Self-Employed Student

3 3 0 5 20

Others

2

4%

Total:

60

100%

5% 0% 8% 33 %

The profession of the guests in the Splash Island were mostly students because 20 respondents out of 60 guests answered while the employee gathered 14 out of 60, businessman gathered 13 out of 60, accountant gathered 3 out of 60, engineer gathered 3 out of 60, self-employed gathered 5 out of 60, and other or unemployed gathered 2 out of 60.

29

Table 6 Rates In the Satisfaction of the respondents in terms of rates showed the majority of the respondents and least respondents’ number in the table.

1. 2. 3. 4.

Statement Rates Entrance Fee Souvenirs Cottage Picnic Table

GRAND MEAN

Weighted Mean 3.73 3.57 3.7 3.88 3.72

Description Very Satisfied Very Satisfied Very Satisfied Very Satisfied Highly Satisfied

Percentage 74.6% 71.4% 74% 77.6% 74.4%

Table 6 showed about the rate of satisfaction by the guest in Splash Island in terms of rates the result according to the table was in following: The Picnic tables had the most number of guest answered highly satisfied with the highest rate of 77.6%. The Entrance Fee is agreeable, is the 2nd to the highest in the table with the 74.6% rate and still belongs to highly satisfied. The Cottage rate is fair and was 2nd to the last and highly satisfied with the percentage of 74%. And the Souvenir is the last and has rating of Satisfied with the rate of 71.4%.

30

Table 7 Service In the Satisfaction of the respondents in terms of service showed the majority of the respondents and least respondents’ number in the table. Statement Service 1. The staff are courteous and friendly. 2. The staff attends to the tourists needs quickly and efficiently. 3. The staff shows professionalism in rendering service to the guests. 4. The staff are knowledgeable of their products and services.

GRAND MEAN

Weighted

Mean

Description

Percentage

4.14

Very Satisfied

82.8%

3.8

Very Satisfied

76%

3.78

Very Satisfied

75.6%

3.85

Very Satisfied

77%

3.89

Highly Satisfied

77.85%

Table 7 showed about the rate of satisfaction by the guest in Splash Island in terms of service the result according to the table was in following: The staffs are courteous and friendly had the most number of guests answered highly satisfied with the highest rate of 82.8%. The staffs is knowledgeable of their products and services, is the 2nd to the highest in the table with 77% percentage and still belong to Highly satisfied.

31

The Staffs is attend to the tourist needs quickly and efficiently is 2 nd to the last in the table with 76% percentage and still belongs to highly satisfied. And lastly, the staffs is shows professionalism in rendering service to the guest comes last in the table with 75.6% and still belongs to highly satisfied.

32

Table 8 Facilities In the Satisfaction of the respondents in terms of facilities showed the majority of the respondents and least respondents’ number in the table. Statement Facilities

Weighted

Mean

Description

Percentage

1.Unique Slides

4.38

Very Satisfied

82.8%

2. Fish Spa

4.23

Very Satisfied

84.6%

3. Wave Pool

4.47

Very Satisfied

89.4%

4.36

Highly Satisfied

85.6%

GRAND MEAN

Table 8 showed about the rate of satisfaction by the guest in Splash Island in terms of facilities the result according to the table was in following: Wave Pool has the most numbers of guests answered highly satisfied with highest percentage of 89.4%. Fish Spa is the 2nd in the table with 84.6% and still belongs to highly satisfied. Unique Slides was the last with 82.8% and still belongs to highly satisfied.

33

Table 9 Activities In the Satisfaction of the respondents in terms of activities showed the majority of the respondents and least respondents’ number in the table. Statement Activities

Weighted

Mean

Description

Percentage

1. Inflatable Island

4.38

Very Satisfied

87.6%

2. Volleyball

4.48

Very Satisfied

89.6%

3. Bumper Ball

4.35

Very Satisfied

87%

4. Foam Party

4.48

Very Satisfied

89.6%

5. Balsa River

4.5

Highly Satisfied

90%

4.44

Highly Satisfied

88.76%

GRAND MEAN

Table 9 showed about the rate of satisfaction by the guest in Splash Island in terms of activities the result according to the table was in following: Balsa River has the most numbers of guests answered highly satisfied with percentage of 90%. The Volleyball and Foam party are 2nd in the table both have percentage of 89.6%. Inflatable Island is 2nd to the last with percentage of 87.6% and still belongs to highly satisfied. And the Bumper Ball is last and has percentage of 87% and still belongs to highly satisfied.

34

Table 10 Amenities In the Satisfaction of the respondents in terms of amenities showed the majority of the respondents and least respondents’ number in the table. Statement Amenities

Weighted

Mean

Description

Percentage

1. Cottages are spacious and clean 2. Picnic tables are well maintained and clean 3. Souvenir shops provide wide variety of novelty items 4. Comfort rooms are clean and well maintained

3.89

Very Satisfied

77.8%

3.82

Very Satisfied

76.4%

3.68

Very Satisfied

73.6%

3.92

Very Satisfied

78.4%

5. Shower room are enough for the guest used 6. Medical clinic with first aid personnel and equipment are always available 7. Parking spaces are available and spacious for customer use GRAND MEAN

3.73

Very Satisfied

74.6%

3.74

Very Satisfied

74.8%

3.78

Very Satisfied

75.6%

3.79

Highly Satisfied

75.89%

Table 10 showed about the rate of satisfaction by the guest in Splash Island in terms of amenities the result according to the table was in following:

35

Comfort rooms are clean and well maintained has the most numbers of guests answered highly satisfied with percentage of 78.4%. Picnic tables are well maintained and clean is the 2nd in the table with 88.4% and still belongs to highly satisfied. Souvenir shops provide wide variety of novelty items is the 3rd in the table with 83.6% and still belongs to highly satisfied. Comfort rooms are clean and well maintained is the 4th in the table with 78.4% and still belongs to highly satisfied. Parking spaces are available and spacious for customer use are the 5th in the table with 75.6% and still belongs to highly satisfied. Medical clinic with first aid personnel and equipment are always available is the 6th in the table with 74.8% and still belongs to highly satisfied. Shower room are enough for the guest used is the last in the able with 74.6% and still belongs to highly satisfied.

36

Table 11 Security In the Satisfaction of the respondents in terms of security showed the majority of the respondents and least respondents’ number in the table. Statement Security

Weighted

1. CCTV’s are visually and noticeably displayed for guest 2. Assistance of security in parking 3. Presence of guard at entrance 4. Professional and welltrained aquatic staff

GRAND MEAN

Mean

Description

Percentage

3.37

Satisfied

67.4%

3.78

Very Satisfied

75.6%

4

Highly Satisfied

80%

3.85

Very Satisfied

77%

3.57

Highly Satisfied

75%

Table 11 showed about the rate of security by the guest in Splash Island in terms of amenities the result according to the table was in following: Presence of guard at entrance has the most numbers of guests answered highly satisfied with percentage of 80%. Professional and well-trained aquatic staff is the 2nd in the table with 77% and still belongs to highly satisfied. Assistance of security in parking is the 3rd in the table with 75.6% and still belongs to highly satisfied. CCTV’s are visually and noticeably displayed for guest is the last in the table with 67.4% and it belongs to satisfied.

37

Chapter V Summary of Finding, Conclusion, Recommendation

Summary of Findings It was seen in the table 1that most of the respondents are in the age of 2029 with the rate of 46.67%. Table 2, majority of are respondents are female with the rate of 53.33%. Table 3, all of our respondents are Filipino. Table 4, most of our respondents are single with the rate of 55%. Table 5, most of our respondents are a student with the rate of 33%. Table 6, the highest mean is the Picnic tables it means that this was well maintained the cleanliness and the lowest mean is the Souvenirs because the price of souvenirs are slightly expensive. It was showed in table 7 that, the staffs are courteous and friendly got the highest rate with 82.8% because they are polite and approachable. The lowest rate is the staff shows professionalism in rendering service to the guests with 75.6% because some employees are newly hired and don’t have much experienced. It was seen in the table 8 that wave pool got the highest rating in terms of facilities with 89.4%. This means that they find wave pool as the most fun and enjoyable activities because they put Inflatable Island in the middle of wave pool to serve as an obstacle course for the guest.

38

The lowest rating is Fish spa with 84.6% because the pond is too small to accommodate many guests. It was seen in table 9 that Balsa River has the highest rate with 90% because using balsa, you can roam the whole resort while relaxing. The lowest rating is Bumper Ball with 87% because most of the guests prefer water activities. It was seen in table 10 that comfort rooms are clean and well maintained got the highest rate with 78.4% because they clean it before opening and after its working hours. While souvenir shops provide wide variety of novelty got the lowest rate with 73.6% because the lacked in signature items. It was seen in table 11 that presence of guard at entrance got the highest rate with 80% because there are always guard on duty to inspect incoming guest. CCTV’s are visually and noticeably displayed for guest got the lowest rate with 67.4% because their CCTV was placed only at the entrance and locker room.

39

CONCLUSION

Based on the result of the study, the level satisfaction of the guests is positive. The satisfaction in Splash Island could be perceived as not best on the other things but one of the well-known water parks in the country.

1. The researchers conclude that most of the guests are of the ages 20-29 years old and the gender of the guests are mostly females because most of the visitors are in 48% were males. 2. Most of the guest’s nationalities are Filipinos as per the researchers collected data. 3. Most of the guest’s profession is student with the percentage of 33% followed by employee with a percentage of 23% and the last is Businessman/woman with a percentage of 22%. 4. The most percentage of the guests that are going to Splash Island are single and the least percentage are married based on the result of the data gathered in the study because the 55% are single while 45% are married.

40

5. The researchers conclude the satisfaction of the guest in the part of rates are highly satisfied based on state of results in the gathered data because of its location because it surrounded by big trees and open spaces perfect for picnics. 6. The researchers conclude the satisfaction of the guest in terms of service are highly satisfied based on the state of the results in the gathered data because of the staffs courteous, friendliness, knowledgeable of their products and services and being able to attend to the tourist quickly and efficiently. 7. The researchers conclude the satisfaction of the guests in terms of facilities is highly satisfied based on the state of the results in the gathered data because of 89.4% of the guest enjoyed the pool wave and unique slides. 8. The researchers conclude the satisfaction of the guest in terms of activities is highly satisfied based on the state of the results in the gathered data because of 90% loved the Balsa river followed by Foam party and Volleyball with both have an 89.6% rating. 9. The researchers conclude that the satisfaction of the guest in terms of amenities is highly satisfied based on the state of the result in the gathered data because 78.4% guest found the comfort rooms are clean and well maintained.

41

10. The researchers conclude that the satisfaction of the guest in terms of security is highly satisfied based on the state of the result in the gathered data because the presence of the guard in the entrance is reassuring and Splash Island has life guards are always on patrol around the pools to insure the safety of the guests.

42

Recommendation

After thorough analysis of the data, the researchers’ recommendations are hereby made for Splash Island. The recommendations in terms are: 1.

Lower the price of Souvenirs so that the guests would buy more.

2.

Staffs should be train more so that the service would be more oriented.

3.

Enlarge the place of Fish Spa so that many guests would enjoy and have a time to relax to be more comfortable to them.

4.

Provide more unique items in souvenir shop with signature of the Splash Island in lower price.

5.

Staffs should be more responsible for the customer needs.

6.

Should have more CCTV’s in any area of the resorts.

7.

Renovate the rest rooms and shower rooms inside the resort so that the guests would be more comfortable to use it.

8.

Lower the price of admission rate.

9.

Create discount or promos for the cabanas, locker, food and beverage.

10.

Should provide assistance for elderly customers such as priority lanes so that they can easily access to the resort.

11.

Bumper ball should provide a safety gears like helmet to protect the head of the guests while enjoying the activity.

43

References https://www.researchgate.net/publication/280172386_The_Moderating_Role _of_Water_Park_Service_Quality_Environment_Image_and_Food_Quality_o n_Perceived_Value_and_Customer_Loyalty_A_South_Korean_Case_Study

HAAGA GELIA – UNIVERSITY OF APPLIED SCIENCES https://www.theseus.fi/bitstream/handle/10024/67398/thesis2013.pdf?sequ ence=1 Customer Satisfaction in the Hotel Industry: A Case Study from Sicily Gandolfo Dominici (Corresponding author) : https://www.researchgate.net/publication/47619084_Customer_Satisfaction _in_the_Hotel_Industry_A_Case_Study_from_Sicily Customer Satisfaction in Hotel Services Case-Lake Kivu Serena Hotel by Joleen Bizi Mubiri :https://www.theseus.fi/bitstream/handle/10024/114578/Mubiri%20Joleen %20thesis.pdf?sequence=1 Family friendly services and customer satisfaction in Zimbabwean resorts Clotildah Kazembe * Chinhoyi University of Technology, Chinhoyi, Zimbabwe [email protected] Molline Mwando Chinhoyi University of Technology Margret Nyarota Chinhoyi Universtiy of Technology Rumbidazi Muyambo Chinhoyi University of Technology : file:///C:/Users/Computer/Downloads/Documents/article14vol4(2)_julynov_2015.pdf QUALITY OF CUSTOMER SERVICE: PERCEPTIONS FROM GUESTS IN ALLINCLUSIVE RESORTS IN JAMAICA https://www.nrs.fs.fed.us/pubs/gtr/gtr_nrs-p-14/53-frater-p-14.pdf Banana Beach Resort Services And The Level Of Customer Satisfaction Charlo Bianci Montehermoso Guray file:///C:/Users/Computer/Downloads/Documents/Banana-Beach-ResortServices-And-The-Level-Of-Customer-Satisfaction.pdf

44

HAAGA GELIA – UNIVERSITY OF APPLIED SCIENCES : https://www.theseus.fi/bitstream/handle/10024/67398/thesis2013.pdf?sequ ence=1

Customer Satisfaction in the Hotel Industry: A Case Study from Sicily Gandolfo Dominici (Corresponding author) : https://www.researchgate.net/publication/47619084_Customer_Satisfaction _in_the_Hotel_Industry_A_Case_Study_from_Sicily

Customer Satisfaction in Hotel Services Case-Lake Kivu Serena Hotel by Joleen Bizi Mubiri :https://www.theseus.fi/bitstream/handle/10024/114578/Mubiri%20Joleen %20thesis.pdf?sequence=1

45

Appendices Letter for the Administration

THE NATIONAL TEACHERS COLLEGE 629 J. NEPOMUCENO ST. QUIAPO, MANILA COLLEGE OF HOSPITALITY MANAGEMENT BACHELOR OF SCIENCE IN TOURISM MANAGEMENT September 2018 Dear Sir/Madam: Warmest Greetings! We are The National Teachers College Students currently taking up Bachelor of Science in Tourism Management. In partial fulfilment of the requirements in our thesis entitled, “The Level of Satisfaction of Customers in Splash Island.” We would like to ask your permission to allow us to conduct a survey among the customers in your resort. If you agree kindly sign below acknowledging your consent and permission for us to conduct this survey at your resort. Your approval to conduct this survey will be greatly appreciated. Thank you in advance for your interest and assistance with this research.

Respectfully Yours, Cabas, Louise Paula P. Dagohoy, Jeric Yvan C. Dizon, Maika Lou V. Samaniego, Audrey F. Savellano, John Andrew D. Researchers Noted By: Ms. Erlinda Socorro Ponce Tourism Research Professor/Adviser

46

The National Teachers College Quiapo, Manila Dear Respondents, Good day! This questionnaire is intended to gather information on your honest perception with regards to the satisfaction level among guests visiting in Splash Island. This survey serves an important role in achieving the result of the research on the said problem. Please provide the appropriate information in the space provided. Thank you for your support and cooperation. Survey Questionnaire DIRECTION: Kindly put a check inside the box for the answer that you have chosen and fill the space provided according to the following. Thank you! Respondent’s Profile 1.1Name:(Optional) ________________________________________ 1.2 Age: 15-19 20-29

30-39 45 & above

1.3 Gender: Male

Female

1.4 Civil Status: Single

Married

1.5 Profession: Employee

others: ______________

Businessman/Businesswoman

Engineer

Lawyer

Self-Employed

Others: _____________ 1.6 Nationality: _____________

47

Accountant Student

Direction: Please rate your satisfaction level in the following items. Check your answer using the scale below.

Satisfaction level 5- Highly Satisfied 4- Very Satisfied 3- Satisfied 2- Unsatisfied 1- Very Unsatisfied

I. Rates 5

4

3

2

1

5

4

3

2

1

1. Entrance Fee 2. Souvenirs 3. Cottage 4. Picnic table II. Service 1. The staffs are courteous and friendly. 2. The staff attends to the tourists needs quickly and efficiently. 3. The staff shows professionalism in rendering service to the guests. 4. The staffs are knowledgeable of their products and services.

48

III. Facilities 5

4

3

2

1

5

4

3

2

1

5

4

3

2

1

5

4

3

2

1

1. Unique Slides 2. Fish Spa 3. Wave Pool IV. Activities 1. 2. 3. 4. 5.

Inflatable Island Volleyball Bumper Ball Foam Party Balsa River

V. Amenities 1. Cottages are spacious and clean. 2. Picnic tables are well maintained and clean. 3. Souvenir shops provide wide variety of novelty items 4. Comfort rooms are clean and well maintained. 5. Shower rooms are enough for the guests used. 6. Medical clinic with first aid personnel and equipment are always available. 7. Parking spaces are available and spacious for customer use.

VI. Security

1.CCTV’s are visually and noticeably displayed for guest protection. 2.Assistance of security in Parking. 3.Presence of guard at entrance. 4.Professional and well-trained aquatic staff

49

Email

50

Curriculum Vitae Personal Information: Name

Louise Paula B. Cabas

Age

20 years old

Birthday

Semptember 22,1998

Birthplace

Manila

Civil Status

Single

Father’s Name

Cris Cabas

Mother’s Name

Amy Cabas

Educational Background Tertiary

The National Teacher College Bachelor of Science in Tourism Management 2018 Present

Secondary:

Sacred Heart High School 2011-2014

Primary:

Apolinario Mabini Elementary School

51

Personal Information: Name

Jeric Yvan C. Dagohoy

Age

23 years old

Birthday

August 17, 1995

Birthplace

Manila

Civil Status

Single

Father’s Name

Enrique Dagohoy

Mother’s Name

Jocelyn Dagohoy

Educational Background Tertiary

The National Teacher College Bachelor of Science in Tourism Management 2018 Present

Secondary:

Ramon Magsaysay High School 2007-2013

Primary:

Legarda Elementary School 2001-2007

52

Personal Information: Name

Maika Lou V. Dizon

Age

20 years old

Birthday

April 15, 1998

Birthplace

Manila

Civil Status

Single

Father’s Name

Hermieigildo B. Dizon

Mother’s Name

Amelia V. Dizon

Educational Background Tertiary

The National Teacher College Bachelor of Science in Tourism Management 2018 Present

Secondary:

Chiang Kai Shek College 2012-2014

Primary:

Espiritu Santo Parochial School 2003-2009

53

Personal Information: Name

Audrey Psalm F. Samaniego

Age

20 years old

Birthday

December 14, 1997

Birthplace

Manila

Civil Status

Single

Father’s Name

Orlando A. Samaniego

Mother’s Name

Leonila F. Samaniego

Educational Background Tertiary

The National Teacher College Bachelor of Science in Tourism Management 2018 Present

Secondary:

Ramon Magsaysay High School 2010-2014

Primary:

Padre Mariano Gomez Elementary School 2004-2010

54

Personal Information: Name

John Andrew D. Savellano

Age

19years old

Birthday

December 31, 1998

Birthplace

Manila

Civil Status

Single

Father’s Name

Antonio Savellano

Mother’s Name

Maylin Savellano

Educational Background Tertiary

The National Teacher College Bachelor of Science in Tourism Management 2018 Present

Secondary:

VictorinoMapa High School 2010-2014

Primary:

Pio Dela Pilar Elementary School 2004-2010

55

DOCUMENTATION

56