HomeLPU - Laguna Journal of International Journal of Tourism and Hospitality Managementvol. 4 no. 1 (2018)

Motivation and Customer Satisfaction among Employees of Bayleaf Cavite

Kristine Joyce T. Mañas | Jonathan B. Malagdao | Reden L. Fajardo

 

Abstract:

Nowadays, the hospitality industry is enhancing. Hotel employees and customers have continuous interactions. Customer satisfaction is a priority in the said industry. Customer satisfaction is the review of how the hotel is able to commit with the needs and wants of the guests. In order to attain this quality service required, the hotel employees must perform explicit service in order to exceed the satisfaction of the guests. In order to meet a satisfactory service, the employees must be motivated enough to show quality service. This study was pursued to understand the level of motivation of hotel employees in Bayleaf Cavite ─a newly established hotel by Lyceum of the Philippines ─, the level customer satisfaction of guests using the SERVQUAL by Parasumaran, the significant difference of motivation according to their profile, and the significant relationship of the employee motivation and customer satisfaction. The gathered data are presented by using the statistical methods, frequency and distribution, weighted mean, ANOVA, and Spearman Rho Correlation. Based on the finding, there is a high level of motivation and customer satisfaction in the hotel. But there is no significant differences and significant relationships found in the results of the study. This research will benefit hotels in the future. The study is timely because the Hospitality Industry is expected to grow in the next years.