HomeAni: Letran Calamba Research Reportvol. 19 no. 1 (2023)

Expectation and Actual Experience towards Customer Satisfaction: A Case Study of BP International Makiling

Mark Louie Zaragosa | Vince Diether Arceo | Renz Joseph Dela Cruz



This study determined the customer satisfaction on the services provided by BP International Makiling, analyzed the comparison between the expectations of the guests and the actual services they received, and identified how the results affected customer satisfaction. A self-made questionnaire was used to gather data from randomly selected guests from BP International Makiling. This descriptive research used weighted average mean in analyzing the gathered data. The over-all assessment in terms of amenities, accommodation, accessibility, attraction that made the hotel worth visiting showed that the respondents regarded them as “Highly Important” while their actual experience in all of them had a result of “Very Satisfied”. In terms of ambiance, the respondents considered a clean restroom as the most important corresponding to “Very Satisfied” actual experience that the guests received. In terms of customer service, the highest mean was found in the indicator “Employees are hospitable, friendly and courteous.” which was considered “Highly Important” by the respondents while their actual experience showed a “Very Satisfied” result. Lastly, the respondents considered “The value for price paid was excellent” as “Highly Important” and likewise indicated “Very Satisfied” in their actual experience. This study showed that the Management of BP International Makiling was able to provide services that exceeded the expectations of their guests, leading to customers’ satisfaction. It was then concluded that factors like customer service, ambiance, attraction, amenities, and price are highly important in attaining customer satisfaction.