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All Journal Journal of Business on Hospitality and Tourism Journal of Rural Tourism (JoRT)
Tayco, Ryan
Unknown Affiliation
Humanities Earth & Planetary Sciences Economics, Econometrics & Finance Social Sciences

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Service Quality of Selected Resorts in the Central Philippines Genove, Vito Carlo M.; Tayco, Ryan
Journal of Business on Hospitality and Tourism Vol 9, No 2 (2023): December, 2023
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jbhost.v9i2.469

Abstract

The state of the hotels, resorts, and restaurant industry is dependent upon the quality of service exhibited by its frontliners and personnel. This study is to measure the service quality of selected resorts in the Municipality of Dauin, province of Negros Oriental, Philippines using a descriptive-correlational design. 120 customers of the six selected resorts that served as the respondents of this research. This study aims to measure the levels of customer satisfaction using the five dimensions of service quality: tangibility, reliability, responsiveness, assurance, and empathy. Data were collected mainly from the six selected resorts, after which results were tabulated, presented, analyzed, and interpreted. The findings show that tangibility is the weakest dimension while assurance is the strongest dimension of service quality. This implies that the level of satisfaction in all dimensions is yielding a positive SERVQUAL response. Hence, customers were satisfied with all dimensions of service quality.
Service Quality of Selected Resorts in the Central Philippines Genove, Vito Carlo M.; Tayco, Ryan
Journal of Business on Hospitality and Tourism Vol. 9 No. 2 (2023): December, 2023
Publisher : Institut Pariwisata dan Bisnis Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22334/jbhost.v9i2.469

Abstract

The state of the hotels, resorts, and restaurant industry is dependent upon the quality of service exhibited by its frontliners and personnel. This study is to measure the service quality of selected resorts in the Municipality of Dauin, province of Negros Oriental, Philippines using a descriptive-correlational design. 120 customers of the six selected resorts that served as the respondents of this research. This study aims to measure the levels of customer satisfaction using the five dimensions of service quality: tangibility, reliability, responsiveness, assurance, and empathy. Data were collected mainly from the six selected resorts, after which results were tabulated, presented, analyzed, and interpreted. The findings show that tangibility is the weakest dimension while assurance is the strongest dimension of service quality. This implies that the level of satisfaction in all dimensions is yielding a positive SERVQUAL response. Hence, customers were satisfied with all dimensions of service quality.
The interplay of HRM practices, organizational climate, and employee outcomes on organizational outcomes in accommodation facilities in the Central Philippines Tayco, Ryan
Journal of Rural Tourism Vol. 3 No. 1 (2025): January - June
Publisher : Borneo Novelty Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70310/jrt.2025.03010667

Abstract

Purpose – This study investigates how HRM practices, organizational climate, and employee outcomes affect organizational outcomes in accommodation facilities in Central Philippines. Methodology/Design/Approach – Using a correlational design, the study examined the relationships among HRM practices, organizational climate, employee outcomes, and organizational performance. Data were collected via survey from 805 respondents (123 supervisors/managers and 682 staff) across various registered accommodation facilities, including hotels, resorts, inns, pension, and lodging houses. The findings are more applicable to larger operations like hotels and resorts. Findings – Results show a significant relationship between HRM practices, organizational climate, and employee outcomes with organizational performance. Facilities with favorable HRM practices, positive organizational climate, and strong employee outcomes tend to have better organizational performance. Originality/Value – This study uniquely explores the combined influence of HRM practices, organizational climate, and employee outcomes on hotel performance in Central Philippines, offering localized insights for strategic hospitality management and regional business sustainability.
Evaluating service performance and customer satisfaction in coffee shops: A SERVPERF analysis Tayco, Ryan; Villanueva, Arnie
Journal of Rural Tourism Vol. 4 No. 2 (2025): July - December
Publisher : Borneo Novelty Publishing

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70310/jrt.2025.04021273

Abstract

Purpose – This study aims to assess the service performance of selected coffee shops in Dumaguete City using the five SERVPERF dimensions: tangibility, reliability, responsiveness, assurance, and empathy.Methodology/Design/Approach – A descriptive-correlational research design was used, involving two respondent groups: 13 shop personnel (owners and employees) and 120 customers across six coffee shops, totaling 133 participants.Findings – Customers rated service positively across all SERVPERF dimensions, particularly in tangibility, reliability, and staff courtesy. Owners and employees also expressed confidence in their service quality. Demographic factors such as age, sex, occupation, nationality, frequency of visits, and spending significantly influenced satisfaction. Established coffee shops were perceived as more reliable. The results highlight the importance of maintaining high service standards and understanding customer profiles to enhance satisfaction and loyalty.Originality/Value – This study offers localized insights into coffee shop service quality in Dumaguete City using the SERVPERF model, providing practical guidance for improving customer satisfaction and long-term loyalty in the local coffee shop industry.
Co-Authors Genove, Vito Carlo M. Villanueva, Arnie