THE  SERVICE  QUALITY  OF  LUISA RIDGE HOT SPRING RESORT AND SPA IN BUCAL, CALAMBA CITY: A GAP ANALYSIS

Lilian  B. Villanueva,; Emanuel  N. Mojica,; Maricar Gail  G. De Lara,; Albert Dominic  A. Gorordo,

THE SERVICE QUALITY OF LUISA RIDGE HOT SPRING RESORT AND SPA IN BUCAL, CALAMBA CITY: A GAP ANALYSIS

Emanuel N. Mojica | Maricar Gail G. De Lara | Albert Dominic A. Gorordo | Lilian B. Villanueva

Abstract:

The study examined the gap difference between the expected and experienced service of the customers in Luisa Ridge Hot Spring Resort and Spa. Adopting the descriptive research method, the researchers surveyed the customers who visited Luisa Ridge Hot Spring Resort and Spa from October 8 to November 30, 2013 through the use of a researchers’ made on the spot structured questionnaire. The resort was assessed on five service dimensions of tangibles, reliability, responsiveness, assurance and empathy.