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Research Article

Level of Guests Satisfaction Towards Hospitality Services Using Gap Analysis

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Christian Llego , Alberto Baldo , Jose Abuda , Jose Autida , Jefferson Dagsa , Dr. Jordan Cabaguing
Psych Educ Multidisc J, 2022, 2 (2), 126-136, DOI: https://doi.org/10.5281/zenodo.6565233, ISSN 2822-4353
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Abstract

It is essential to give the highest satisfaction to gain guests' loyalty in the tourism and hospitality industry. Understanding their expectations and creating value in anticipating and managing their perceptions to respond to and satisfy their needs is one of the major considerations. Thus, this study was conducted to determine the level of guests' satisfaction with hotels' hospitality services using gap analysis. It utilized the descriptive-correlational to determine the mean difference between guests' perception and expectations anchored to Expectancy Disconfirmation Theory which explains how gap analysis is used in determining the level of guests' satisfaction. The study was conducted at Guiuan, Eastern Samar. Using convenient sampling, a total of 150 guests participated in the study. The results revealed that guests' perceptions and expectations have a negative service quality gap in the attributes of responsiveness, reliability, and assurance, while there is a positive gap for tangibility and empathy. Meanwhile, there is a significant difference between guests' perceptions and expectations. Therefore, the negative service quality gap and a substantial difference between expectation and perception indicate guests’ dissatisfaction with the hospitality services. Thus, hotels must exceed guests’ satisfaction on dimensions of reliability, responsiveness, and assurance. They have to invest in those aspects of the service quality attributes to cater to a better service to guests' merit to their needs and wants.

Keywords philippines Guest Satisfaction Hospitality Services Gap Analysis Expectancy Disconfirmation Theory
Authors 6
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The team behind this paper

6 authors, 1 institution.

This paper Eastern Samar State University Eastern Samar State Uni… 5 authors Christian Llego — corresponding author CL Christian Llego ✉ Alberto Baldo AB Alberto Baldo Jose Abuda JA Jose Abuda Jose Autida JA Jose Autida Jefferson Dagsa JD Jefferson Dagsa Dr. Jordan Cabaguing JC Dr. Jordan Cabaguing

1 of them has not recorded an affiliation.

Readership

1,255 reads over 33 months.

February 2024 October 2026

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This article is token #351 of SciMatic Articles (ERC-1155): 1,000,000 tokens, minted once, never more. The chain also stores a fingerprint (SHA-256) of the article's record, so anyone can check that it has not been altered.

HolderWalletTokens
SciMatic 0xc35709…277732 100,000 (10%)
Christian Llego 0x6CA6A6…6fC250 150,000 (15%)
Alberto Baldo 0x084C34…185cC1 150,000 (15%)
Jose Abuda 0x6FCBd6…93291C 150,000 (15%)
Jose Autida 0x307017…8F1a61 150,000 (15%)
Jefferson Dagsa 0x41156B…6Bb05c 150,000 (15%)
Dr. Jordan Cabaguing 0xE441a8…B546d5 150,000 (15%)
Content hash 0x94374d1aad97ae2f9ebdb7e883727ab9851ccd13dba147ebc90ade3b74ef0024
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Bibliographic Information

Christian Llego, Alberto Baldo, Jose Abuda, Jose Autida, Jefferson Dagsa, Dr. Jordan Cabaguing, (2022). Level of Guests Satisfaction Towards Hospitality Services Using Gap Analysis, Psychology and Education: A Multidisciplinary Journal, 2(2): 126-136
Bibtex Citation
@article{christian_llego2022pemj,
author = {Christian Llego and Alberto Baldo and Jose Abuda and Jose Autida and Jefferson Dagsa and Dr. Jordan Cabaguing},
title = {Level of Guests Satisfaction Towards Hospitality Services Using Gap Analysis},
journal = {Psychology and Education: A Multidisciplinary Journal},
year = {2022},
volume = {2},
number = {2},
pages = {126-136},
doi = {10.5281/zenodo.6565233},
url = {https://scimatic.org/show_manuscript/351}
}
APA Citation
Llego, C., Baldo, A., Abuda, J., Autida, J., Dagsa, J., Cabaguing, D.J., (2022). Level of Guests Satisfaction Towards Hospitality Services Using Gap Analysis. Psychology and Education: A Multidisciplinary Journal, 2(2), 126-136. https://doi.org/10.5281/zenodo.6565233

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