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Chapter I

THE PROBLEM AND ITS BACKGROUND

INTRODUCTION

Splash Island Spa and Resort, located at the South wood Ecocentrum

in Biñan, Laguna, is known as one of the biggest water park in the

Philippines. Splash Island sits on a vast piece of a real estate where more

than 12 water attractions can be found. The park is so vast so it can

accommodate 6,000 guests at any given time.

Patterned after the famous water theme park in United States, Splash

Island has a myriad of slides, pools and other water attraction for guest for

all ages. Add to these the assurance of security, the management has set up

height and capability restriction for some attraction.

The park first opened in 1997 and a lot of changes have been

introduced since then. The water, for one, has been changed as many as

three times already over the course of the park’s history.

Splash Island is situated in Biñan. The resort is a popular spot for families

due to its closely-related features of a theme-park, except that it offers

mostly water activities that are based from several natural water landmarks

all around the country. They feature water rides which are unique to the

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place and other relaxing activities such as a spa. This is for families who

want to have great splashing time all day long.

This study aims to determine the Level of Satisfaction of Customers in

Splash Island. The researchers first conduct an observation in terms of the

history and its description, number of customers’ arrival, problems

encountered and its solution, and lastly facilities and amenities inside Splash

Island. Considering the level of customers’ satisfaction, the study also

attempts to identify the actions to be undertaken to improve Splash Island

services. It is to be noted that respondents are the customers of Splash

Island. Questionnaires were distributed to the customers and the data

gathered from this research will benefit not just the customers but also the

students of NTC. If customers’ satisfaction will be met, this would also

contribute to the growth of the Splash Island.

The slides, rides and attractions were designed to provide you with a

day filled with aqua thrills and adventure. However, there are things that

needs to develop. First, Splash Island should renovate the restrooms and

shower rooms inside the water park. They must also create a system or

process that will upkeep the maintenance of the restrooms and shower

rooms. Second, they should also develop their parking lot for the customers.

Third, they should lower the price of admission rate; create discount or

promos for the cabanas, locker, food and beverage, souvenir shop, and

recreational activities in order to fully satisfy their customers. Lastly, the

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water park should provide assistance for elderly customers such as priority

lanes. They should also be more attentive when it comes to serving the

young adults.

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SIGNIFICANCE OF THE STUDY

The findings of the study will be deemed significant to the following:

TO THE STUDENTS - This research will give exposure to Splash Island to

the students in the National Teachers College. Through this study they will

also gain some information that may help them in their academics.

TO THE TOURISTS – This will help as an additional prevalent tourist

destination in Metro Manila that can help in improving the socioeconomic

aspect of the city that can encourage them to provide more activities that

would get the tourists’ attention.

TO THE SCHOOL – This research will give an idea for the school to have a

place for important events such as fieldtrip and other recreational activities.

DEPARTMENT OFTOURISM - This study will be a significant endeavour in

the addition of improved tourist destination that may be showcased by the

Department of Tourism. By this study, the department could come up with

powerful programs to boost the resorts popularity.

LOCAL RESIDENTS – This study will help the local residents to have a

deeper understanding of what their community has to offer and the

opportunities it may provide.

LOCAL GOVERNMENT UNIT –This research will benefit the local

government unit, as tourism plays an important role in the economic growth.

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With this study, LGU will be given the data and information that can help in

establishing a coordinated network of tourism organizations to deliver local

tourism outcomes.

TO THE FUTURE RESEARCHERS –On the part of the readers/future

researchers, they could gather information on the topic and will serve as a

good source of useful information for them.

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Conceptual Framework

Unique Slides
Approachable
and Friendly Good
Staffs Surroundings

SATISFACTION

One of the
Many
biggest Water
Enjoyable
park in
Activities
Philippines
Cleanliness of
the
Environment

Figure 1

This study is entitled The Level of Satisfaction of Guest in

Splash Island can be summarized in figure I.

This study aims to determine the level of satisfaction of

customers in Splash Island and also attempts to identify the actions to be

taken to further improve the Splash Island for the growth and development.

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Figure I describe the conceptual framework of the study

wherein the input consists of the factors that satisfies the visit of the guests

such as approachable and friendly staffs, unique slides, good surroundings,

many enjoyable activities, cleanliness of the environment and one of the

biggest water park in the Philippines.

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RESEARCH PARADIGM

This paradigm shows the factors and instrument needed to

obtain the output.

INPUT PROCESS OUTPUT

DEMOGRAPHICS
 NAME
 AGE
 GENDER SURVEY
 CIVIL STATUS QUESTIONNAIRE LEVEL OF
 PROFESSION SATISFACTION OF
 NATIONALITY “SPLASH ISLAND”

CUSTOMER
SATISFICATION

 RATES
 SERVICE
 FACILITIES
 ACTIVITIES
 AMENITIES
 SECURITY

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Research Paradigm

Figure 2

Figure 1 shows that the researchers’ paradigm INPUT has three components

and they are (1) demographic profile of the guest and (2) Customer

Satisfaction of the following: Rate, Service, Amenities and Security and last,

Suggestion for the Improvement of Splash Island. The PROCESS of the study

used the survey questionnaire to collect the data that supporting the major

problem of the study. OUTPUT or the result according to the statement of

the problem of The Level Satisfaction in Splash Island.

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STATEMENT OF THE PROBLEM

The main purpose of this study is to determine and analyse the Level of

Satisfaction of Customers in Splash Island.

Specifically, it aims to answer the following Questions:

1. What is the demographic profile of the respondents in terms of the

following:

1.1 Name (Optional)

1.2 Age

1.3 Gender

1.4 Civil Status

1.5 Profession

1.6 Nationality

2. What is the level of satisfaction of the respondents in regard to:

1.1 Rates;

1.2 Service;

1.3 Facilities;

1.4 Activities

1.5 Amenities;

1.6 Security

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Definition of Terms

To help the readers have a better understanding about the study

researcher had to define the following:

Amenities– refers to a feature conductive to such attractiveness and value.

“amenities.” (2017). In Merriam-Webster’s dictionary (Mobile application).

Springfield, MA:

Factual –of or to facts <a factual error><the factual aspects of the case>.

“factual” (2017). In Merriam-Webster’s dictionary (Mobile application).

Springfield, MA:

Market share – refers to the percentage that a company has of the total

sales of particular product or service. “market share”. (2017). In Merriam-

Webster’s dictionary (Mobile application). Springfield, MA:

Myriad – refers to a great number <a myriad of ideas>. “myriad”2017). In

Merriam-Webster’s dictionary (Mobile application). Springfield, MA:

Pertinent – refers to having a clear decisive relevance to the matter in

hand. “pertinent” (2017). In Merriam-Webster’s dictionary (Mobile

application). Springfield, MA:

Real Estate – refers to real estate is property made up of land and the

buildings on it, as well as the natural resources of the land, including

uncultivated flora and fauna. “real estate.” (2018, October 17) Retrieved

https://www.investopedia.com/terms/r/realest

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Repeat purchasing – refers to a repeat purchase by a consumer of same

product as bought on a previous occasion. “Repeat Purchase.” (2017,

February 10) Retrieved https://www.activedemand.com/dictionary/repeat-

purchase/

Theme park – refers to amusement park where the rides and attractions

are based on a particular theme. “theme park” (2017). In Merriam-

Webster’s dictionary (Mobile application). Springfield, MA:

Water park – refers to amusement park with rides that involve water and

areas where people can play or swim in water. “water park”(2017). In

Merriam-Webster’s dictionary (Mobile application). Springfield, MA:

Satisfaction of guest - its refers to the content regards to the quality of a

service.

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SCOPE AND LIMITATIONS

This study focuses on the level of satisfaction of customers in Splash Island.

It covers the history and its description, number of customers’ arrival,

problems encountered and its solution, and lastly facilities and amenities

inside Splash Island.

The respondents of the study are the customers who visit the

refreshing site, located in the town of South woods Eco centrum Binan,

Laguna Philippines. The researchers studied this topic from September to

November 2018. The researcher conducted a survey on October 27, 2018 in

Splash Island. We arrived at 9am and started to conducted survey from

11AM to 3PM outside of Splash Island. Only 60 respondents returned their

answered questionnaires.

The result of this study is applicable only to the respondents of this

study and should not be used in other purposes.

The researchers considered working on this study to know the level of

the satisfaction of all customers who visits in Splash Island.

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Chapter II

REVIEW OF RELATED LITERATURE

FOREIGN

Foods

According to the study of Sangmook Lee, Naehyun Paul Jin, Hyuckgi

Lee entitled "The moderating role of water park service quality, environment

image and food quality on perceived value and customer loyalty", there are

different factors that can affect customer's satisfaction, these includes

service quality, food quality and atmosphere. In the Tourism Industry the

ultimate goal of increasing perceived value is to retain visitors by providing

them service quality and being able to provide their demands.

Facilities

With the study of Ma. Eliza Margarita Enriquez-Magkasi entitled

"Customer Satisfaction & Loyalty in Philippine Resorts" It was stated by the

Department of Tourism, the increase of tourist arrival during the months of

January to April 2012 which also contributed to the economic growth of the

country, was also due to the contribution of the resort industry that offers

good facility, products and services. For resorts are destinations that offers

recreational activities that other destinations can't. A satisfied customer can

contribute to the increase of the market share of tourist arrival in a

particular destination. With these, the resort industry should focus and

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improve the qualities or attributes that their guests needs such as

surroundings, services and activities.

Service

(Zeithaml & Bitner, 2003). Research shows that customer satisfaction

increases customer loyalty, influenced, repurchase intensions and leads to

positive word of mouth. Customer satisfaction is a business philosophy

which tends to the creation of value for customers, anticipating and

managing their expectations, and demonstrating ability and responsibility to

satisfy their needs.

'(Dominici, 2010). Quality of services and customer satisfaction are

critical factors for success of any business. This could make a big impact to a

particular destination if provided properly.

Satisfaction

According to Oliver (1997) - Repeat purchasing is essential to a

continued stream of profitability through achieving higher levels of customer

satisfaction. Satisfaction can be defined as “the consumer’s fulfillment

response. Satisfaction can be defined as “the consumer’s fulfillment

response.

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Gronroos (1982) defined service quality as “the outcome of an

evaluation process where the consumer compares his expectations with the

service he perceived he has received.”

Service quality is the result of customer’s expectation being compared to

what is being given to them.

According to William Bone, Chair of the Board of Sunrise Company,

“The most common mistake is not having a superior land plan, including the

appropriate recreational and other amenities The objective is to maximize

the residential lot values by creating the maximum lot premium potential.”

This implies that a well-designed recreational attraction adds credibility to

the development and the developer can aid in attracting guests to a property

or customers to a development.

As stated in Resort Management by 3g learning, the lack of

profitability and development hurdles resulted in poor investment

performance of resorts which will result to undeveloped resort.

Indicated in Resorts Management and Operations by Robert Christie

Mill, needs assessment is “a systematic inquiry about needs, attitudes,

behaviors and patterns of both participants and non-participants” Its

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purpose is to identify what is important to guests in order to better design

and deliver guest activity programs that leave guests satisfied with

programs and consequently, the resort.

According to Xu Le, Haaga-Helia of University of Applied Sciences,

customers were the fundamental for the service industry. With satisfied

customers generally equals that good outcome for market shares. Customer

satisfaction theory has been brought out since last century, but it drives

higher attention just in recent years, as the competition for the companies in

the same business categories are getting fierce; in order to stand out in their

specific business field, awareness of customer satisfaction is becoming more

and more crucial for the companies.

According to Gandolfo Dominici (Corresponding author), in his

research entitled Customer Satisfaction in the Hotel Industry: A Case Study

from Sicily, in order to be successful in the market it is not sufficient to

attract new customers, managers must concentrate on retaining existing

customers implementing effective policies of customer satisfaction and

loyalty. Customer satisfaction is a business philosophy which tends to the

creation of value for customers, anticipating and managing their

expectations, and demonstrating ability and responsibility to satisfy their

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needs. Quality of service and customer satisfaction are critical factors for

success of any business (Gronoos, 1990; Parasuraman et al., 1988). As

Valdani (2009) points out: enterprises exist because they have a customer

to serve.Customer satisfaction is the starting point to build customer loyalty,

therefore a long-term relationship. This creates a loyalty's stock in the

enterprise which improves corporate image.

Stated in the study entitled Customer Satisfaction in Hotel Services

Case-Lake Kivu Serena Hotel, by Joleen Bizi Mubiri, Nurminen (2007)

discovered that cost is not the main reason that causes dissatisfaction of

customers. Basically, customer dissatisfaction is mostly caused by offering

low quality products and services to customers. Customer satisfaction

assumes an imperative part of your business. Not only is it the main pointer

to quantify client unwaver-ingness, but also a key purpose of separation that

helps you to draw in new clients in focused business situations (Nurminen,

2007) Consumer loyalty is a good measure of the quality of services offered

to customers. Ho-tels can create strategies to improve the quality of their

services and products by measuring the level of their customers’ loyalty. In

most cases, customer satisfaction 4 lays out a blueprint that can be used to

improve services. It gives the hotel management a reason to understand the

needs of their customers and keep on offering quality services.

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Specified in Family friendly services and customer satisfaction in

Zimbabwean resorts, by Clotildah Kazembe, Molline Mwando, Margret

Nyarota and Rumbidazi Muyambo, hospitality establishments are lacking in

the aspect of family friendly services and facilities. There is not much

research of family friendly services in the hospitality industry. This may

affect the satisfaction of families on vacation. Family tourism is increasing

worldwide such that it is now a huge market which should be given

attention. Satisfaction has been noted by Meng et al., (2008) as a significant

component to sustain competitiveness. Hove (2013) argues that atmosphere

has a major contribution to satisfaction. If the type of clientele of the hotel is

families the colour scheme should tell that they cater for families. Bright and

cheerful colours promote positive feelings. They are also more stimulating

colors that have been proven to increase one’s appetite. Neutrals are a great

color scheme because these colors help families feel calm and depict a lot

about service to be offered (Hove 2013).

Based on the study QUALITY OF CUSTOMER SERVICE: PERCEPTIONS

FROM GUESTS IN ALL-INCLUSIVE RESORTS IN JAMAICA by Joel L. Frater of

State University of New York at Brockport, attention to customers, and the

services they want and receive, gained increased prominence with the

marketing research of Parasuraman et al. (1988), who identifi ed the

elements most important to customers (reliability, assurance, tangibles,

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empathy, and responsiveness) and developed them into a schema called

SERVQUAL (Hernon et al. 1999). Paraseraman et al. (1988) defi ned service

quality as the degree of discrepancy between customers’ normative

expectations for the service and their perceptions of the service

performance.

According to the study Banana Beach Resort Services And The Level Of

Customer Satisfaction by Charlo Bianci Montehermoso Guray Many factors

should be accumulated to ensure success in the business and these factors

should always be given concrete directions in order to meet the expected

level of satisfaction of the customers through highly competitive and

realizable services. As the tourism marketplace becomes more competitive,

quality becomes more crucial for continued financial success. Consumers are

more critical and demanding today than they have ever been. Simply

providing guests average service is not good enough in this competitive

environment. In a market full of tourism suppliers, a company needs to offer

more and better service because guests can always take their business

elsewhere. To be successful a tourism firm needs to understand what quality

means to prospective customers and strive to improve the service quality

offered so customers keep will coming back again and again.

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Chapter III

METHODOLOGY

This study utilized the descriptive method to determine the level of

satisfaction of the guests visiting Splash Island. It also describes both factual

and practical information that can be used. It is a survey with the intent of

using collected data in the explanation of current conditions or situations of

people and things. It supplies both factual and practical information that can

be used to evaluate, justify or improve immediate conditions.

Instruments Techniques Used

In order to get the pertinent data for this study, the researcher utilized

the questioner and interview.

Questionnaire

The questionnaire was the main instrument used by the Researcher in

gathering data. To obtain the information needed, a questionnaire was

developed to gather relevant information to support this study.

Construction

The researcher formulated the questionnaire to the level of satisfaction

of the respondents as regards. The researcher made use of the internet

sources to guide in framing the questionnaire.

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Validation

In order to validate the questionnaires the researchers sought on their

adviser on the subject of Tourism Research Methods and Techniques to

confirm of the questionnaire which was ready considered.

SAMPLING TECHNIQUES

The researches will use the convenience sampling technique.

Convenience sampling also known as opportunity sampling, grab sampling,

accidental sampling, is a non-probability sampling technique. Non probability

sampling is a sampling technique where the samples are gathered in a

process that does not give all the individuals in the population equal chances

of being selected.

The respondents that will be selected will be those guests that is easy

to reach, within the vicinity of Splash Island. For their experiences and other

visions for this resort would make a big impact.

DATA GATHERING PROCEDURE

In the process of questionnaire survey, the researcher scattered

themselves over the different facilities in Splash Island with the use of

supplementary interview so that the researchers could save their time while

proceeding it and, at the same time, the collected data could as well be

more accurate with different segmentations of guests taking the survey. As

random people passed by, the researchers in different facilities asked them;

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if they would like to participate in the study. Once they agreed, they were

given the questionnaires to fill in. Upon the completion of every

questionnaire, the researchers thanked them for being willing to spend

ample time and able to conduct the survey.

DATA PROCESSING AND STATISTICAL TREATMENT

To answer the specific question raised and the statement of the

problem and in order to know the Level of Satisfaction of guest in the City of

Binan, Laguna, the data were retrieved from the respondents, were

classified, tallied and tabulated.

The following statistical tools were used in the analysis of the data.

Frequency = it is the actual response to specific item/questions in the

questionnaire where the respondents pick their choices.

Percentage= this will be used descriptive statistics or something that

describes a part of the whole.

Weighted mean= this will be used to measure the respondents

satisfaction. Multiplying each value in the group by the appropriate weight

factors does it and the product is summed up and divided by the total of the

numbers of the respondents.

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Formula:
Frequency x Scale =Mean
Total of the Respondents

Scale

5 – Highly Satisfied

4 – Very Satisfied

3 - Satisfied

2 – Unsatisfied
1 – Very unsatisfied

Weighted mean Verbal Interpretation

Highly satisfied - it means that the


4.50-5 guests are very contented.
very satisfied - It means that the
3.50-4.49
guest are highly contented
Satisfied – it mean that the guests
2.50-3.49
are slightly contented.
Unsatisfied – it mean that the guests
1.50-2.49 are
1-1.49 Very Unsatisfied - it means that the
guests are not contented.

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Chapter IV

PRESENTATION, ANALYSIS AND INTERPRETATION OF DATA

This chapter presents the findings, analysis and interpretation of data

gathered from the respondents of the study. The researcher determined the

satisfaction of the guests of the Splash Island.

The dates were presented in tabular forms with their corresponding

interpretation.

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Profile of the Respondents

In the profile of the respondents it shows the result age, gender, civil

status and nationality by getting the total frequency score of how many

respondents rate the scale and by getting the percentage the frequency

divided by the total of respondents times 100.

Table 1

Age of the Respondents

In the profile of the respondents in terms of Age showed the majority

of the respondents and least respondents’ percentage number in the table.

Age Frequency Percentage


45 and above 9 15 %
30 – 39 14 23.33 %
20 – 29 28 46.67 %
15 – 19 9 15 %
TOTAL 60 100 %

Table 1 showed the result of age of the guests who visited the Splash

Island during the collecting and gathering the questionnaire.

Most of the guests answered during the collecting of the survey

questionnaire are in the age of 20 to 29 with the 46.67% highest rate of

percentage it may belong to young adults, and the 2nd to the highest is in 30

to 39 with 23.33% and the 2nd to the least were 15-19 which is 15% that

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belong to teen age and the least percentage is in the age of 45 and above of

age were only 15% of the respondents belong to adults.

Table 2

Gender of the Respondents

Gender Frequency Percentage


Male 28 46.67%
Female 32 53.33%
Total: 60 100%

The gender of the guests in the Splash Island were mostly females

because 32 respondents out of 60 guests answered while the male guests

gathered 28 out of 60. It means that the female guests have the most

number of visited in Splash Island more than male guests.

Table 3

Nationality of the Respondents

Nationality Frequency Percentage


Filipino 60 100%
Total: 60 100%

In the profile of the respondents in terms of Nationality, it showed the

all of our respondents are Filipino Citizen.

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Table 4

Civil Status of Respondents

In the profile of the respondents in terms of civil status showed

the majority of the respondents and least respondents’ percentage rate in

the table.

Civil Status Frequency Percentage


Single 33 55 %
Married 27 45 %
Total: 60 100%

Table 3 Showed that the Civil Status of the guests in Splash Island was

in the following: Majority of the visitors were single who answered of 33 out

of 60guests with the percentage of 55% while in the married stage was 27

out of 60 with the percentage of 45%.

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Table 5

Profession
In the Satisfaction of the respondents in terms of profession showed

the majority of the respondents and least respondents’ number in the table.

Profession Frequency Percentage


Employee 14 23 %
Businessman/Businesswoman 13 22 %
Accountant 3 5%
Engineer 3 5%
Lawyer 0 0%
Self-Employed 5 8%
Student 20 33 %
Others 2 4%
Total: 60 100%

The profession of the guests in the Splash Island were mostly students

because 20 respondents out of 60 guests answered while the employee

gathered 14 out of 60, businessman gathered 13 out of 60, accountant

gathered 3 out of 60, engineer gathered 3 out of 60, self-employed gathered

5 out of 60, and other or unemployed gathered 2 out of 60.

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Table 6

Rates

In the Satisfaction of the respondents in terms of rates showed the

majority of the respondents and least respondents’ number in the table.

Statement Weighted Description Percentage


Rates Mean
1. Entrance Fee 3.73 Very Satisfied 74.6%
2. Souvenirs 3.57 Very Satisfied 71.4%
3. Cottage 3.7 Very Satisfied 74%
4. Picnic Table 3.88 Very Satisfied 77.6%
GRAND MEAN 3.72 Highly 74.4%
Satisfied

Table 6 showed about the rate of satisfaction by the guest in Splash

Island in terms of rates the result according to the table was in following:

The Picnic tables had the most number of guest answered highly

satisfied with the highest rate of 77.6%. The Entrance Fee is agreeable, is

the 2nd to the highest in the table with the 74.6% rate and still belongs to

highly satisfied.

The Cottage rate is fair and was 2nd to the last and highly satisfied with

the percentage of 74%. And the Souvenir is the last and has rating of

Satisfied with the rate of 71.4%.

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Table 7

Service

In the Satisfaction of the respondents in terms of service showed the

majority of the respondents and least respondents’ number in the table.

Statement Weighted Mean Description Percentage


Service

1. The staff are courteous 4.14 Very Satisfied 82.8%


and friendly.
2. The staff attends to the 3.8 Very Satisfied 76%
tourists needs quickly and
efficiently.
3. The staff shows 3.78 Very Satisfied 75.6%
professionalism in
rendering service to the
guests.
4. The staff are 3.85 Very Satisfied 77%
knowledgeable of their
products and services.
GRAND MEAN 3.89 Highly Satisfied 77.85%

Table 7 showed about the rate of satisfaction by the guest in Splash

Island in terms of service the result according to the table was in following:

The staffs are courteous and friendly had the most number of guests

answered highly satisfied with the highest rate of 82.8%. The staffs is

knowledgeable of their products and services, is the 2nd to the highest in the

table with 77% percentage and still belong to Highly satisfied.

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The Staffs is attend to the tourist needs quickly and efficiently is 2 nd to

the last in the table with 76% percentage and still belongs to highly

satisfied. And lastly, the staffs is shows professionalism in rendering service

to the guest comes last in the table with 75.6% and still belongs to highly

satisfied.

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Table 8

Facilities

In the Satisfaction of the respondents in terms of facilities showed the

majority of the respondents and least respondents’ number in the table.

Statement Weighted Mean Description Percentage


Facilities

1.Unique Slides 4.38 Very Satisfied 82.8%


2. Fish Spa 4.23 Very Satisfied 84.6%
3. Wave Pool 4.47 Very Satisfied 89.4%
GRAND MEAN 4.36 Highly Satisfied 85.6%

Table 8 showed about the rate of satisfaction by the guest in Splash

Island in terms of facilities the result according to the table was in following:

Wave Pool has the most numbers of guests answered highly satisfied

with highest percentage of 89.4%. Fish Spa is the 2nd in the table with

84.6% and still belongs to highly satisfied. Unique Slides was the last with

82.8% and still belongs to highly satisfied.

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Table 9

Activities

In the Satisfaction of the respondents in terms of activities showed the

majority of the respondents and least respondents’ number in the table.

Statement Weighted Mean Description Percentage


Activities

1. Inflatable Island 4.38 Very Satisfied 87.6%


2. Volleyball 4.48 Very Satisfied 89.6%
3. Bumper Ball 4.35 Very Satisfied 87%
4. Foam Party 4.48 Very Satisfied 89.6%
5. Balsa River 4.5 Highly Satisfied 90%
GRAND MEAN 4.44 Highly Satisfied 88.76%

Table 9 showed about the rate of satisfaction by the guest in Splash

Island in terms of activities the result according to the table was in

following:

Balsa River has the most numbers of guests answered highly satisfied

with percentage of 90%. The Volleyball and Foam party are 2nd in the table

both have percentage of 89.6%. Inflatable Island is 2nd to the last with

percentage of 87.6% and still belongs to highly satisfied. And the Bumper

Ball is last and has percentage of 87% and still belongs to highly satisfied.

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Table 10

Amenities

In the Satisfaction of the respondents in terms of amenities showed

the majority of the respondents and least respondents’ number in the table.

Statement Weighted Mean Description Percentage


Amenities

1. Cottages are spacious 3.89 Very Satisfied 77.8%


and clean
2. Picnic tables are well 3.82 Very Satisfied 76.4%
maintained and clean
3. Souvenir shops provide 3.68 Very Satisfied 73.6%
wide variety of novelty
items
4. Comfort rooms are clean 3.92 Very Satisfied 78.4%
and well maintained
5. Shower room are 3.73 Very Satisfied 74.6%
enough for the guest
used
6. Medical clinic with first 3.74 Very Satisfied 74.8%
aid personnel and
equipment are always
available
7. Parking spaces are 3.78 Very Satisfied 75.6%
available and spacious
for customer use
GRAND MEAN 3.79 Highly Satisfied 75.89%

Table 10 showed about the rate of satisfaction by the guest in Splash

Island in terms of amenities the result according to the table was in

following:

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Comfort rooms are clean and well maintained has the most numbers of

guests answered highly satisfied with percentage of 78.4%. Picnic tables are

well maintained and clean is the 2nd in the table with 88.4% and still belongs

to highly satisfied. Souvenir shops provide wide variety of novelty items is

the 3rd in the table with 83.6% and still belongs to highly satisfied. Comfort

rooms are clean and well maintained is the 4th in the table with 78.4% and

still belongs to highly satisfied. Parking spaces are available and spacious for

customer use are the 5th in the table with 75.6% and still belongs to highly

satisfied. Medical clinic with first aid personnel and equipment are always

available is the 6th in the table with 74.8% and still belongs to highly

satisfied. Shower room are enough for the guest used is the last in the able

with 74.6% and still belongs to highly satisfied.

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Table 11

Security

In the Satisfaction of the respondents in terms of security showed the

majority of the respondents and least respondents’ number in the table.

Statement Weighted Mean Description Percentage


Security

1. CCTV’s are visually and 3.37 Satisfied 67.4%


noticeably displayed for
guest
2. Assistance of security in 3.78 Very Satisfied 75.6%
parking
3. Presence of guard at 4 Highly Satisfied 80%
entrance
4. Professional and well- 3.85 Very Satisfied 77%
trained aquatic staff
GRAND MEAN 3.57 Highly Satisfied 75%

Table 11 showed about the rate of security by the guest in Splash Island

in terms of amenities the result according to the table was in following:

Presence of guard at entrance has the most numbers of guests answered

highly satisfied with percentage of 80%.

Professional and well-trained aquatic staff is the 2nd in the table with 77%

and still belongs to highly satisfied. Assistance of security in parking is the

3rd in the table with 75.6% and still belongs to highly satisfied. CCTV’s are

visually and noticeably displayed for guest is the last in the table with 67.4%

and it belongs to satisfied.

37
Chapter V
Summary of Finding, Conclusion, Recommendation

Summary of Findings
It was seen in the table 1that most of the respondents are in the age of 20-

29 with the rate of 46.67%. Table 2, majority of are respondents are female

with the rate of 53.33%. Table 3, all of our respondents are Filipino. Table 4,

most of our respondents are single with the rate of 55%. Table 5, most of

our respondents are a student with the rate of 33%. Table 6, the highest

mean is the Picnic tables it means that this was well maintained the

cleanliness and the lowest mean is the Souvenirs because the price of

souvenirs are slightly expensive.

It was showed in table 7 that, the staffs are courteous and friendly got the

highest rate with 82.8% because they are polite and approachable. The

lowest rate is the staff shows professionalism in rendering service to the

guests with 75.6% because some employees are newly hired and don’t have

much experienced.

It was seen in the table 8 that wave pool got the highest rating in terms of

facilities with 89.4%. This means that they find wave pool as the most fun

and enjoyable activities because they put Inflatable Island in the middle of

wave pool to serve as an obstacle course for the guest.

38
The lowest rating is Fish spa with 84.6% because the pond is too small to

accommodate many guests.

It was seen in table 9 that Balsa River has the highest rate with 90%

because using balsa, you can roam the whole resort while relaxing. The

lowest rating is Bumper Ball with 87% because most of the guests prefer

water activities.

It was seen in table 10 that comfort rooms are clean and well maintained

got the highest rate with 78.4% because they clean it before opening and

after its working hours. While souvenir shops provide wide variety of novelty

got the lowest rate with 73.6% because the lacked in signature items.

It was seen in table 11 that presence of guard at entrance got the highest

rate with 80% because there are always guard on duty to inspect incoming

guest. CCTV’s are visually and noticeably displayed for guest got the lowest

rate with 67.4% because their CCTV was placed only at the entrance and

locker room.

39
CONCLUSION

Based on the result of the study, the level satisfaction of the guests is

positive. The satisfaction in Splash Island could be perceived as not

best on the other things but one of the well-known water parks in the

country.

1. The researchers conclude that most of the guests are of the ages

20-29 years old and the gender of the guests are mostly females

because most of the visitors are in 48% were males.

2. Most of the guest’s nationalities are Filipinos as per the researchers

collected data.

3. Most of the guest’s profession is student with the percentage of

33% followed by employee with a percentage of 23% and the last is

Businessman/woman with a percentage of 22%.

4. The most percentage of the guests that are going to Splash Island

are single and the least percentage are married based on the result of

the data gathered in the study because the 55% are single while 45%

are married.

40
5. The researchers conclude the satisfaction of the guest in the part of

rates are highly satisfied based on state of results in the gathered data

because of its location because it surrounded by big trees and open

spaces perfect for picnics.

6. The researchers conclude the satisfaction of the guest in terms of

service are highly satisfied based on the state of the results in the

gathered data because of the staffs courteous, friendliness,

knowledgeable of their products and services and being able to attend

to the tourist quickly and efficiently.

7. The researchers conclude the satisfaction of the guests in terms of

facilities is highly satisfied based on the state of the results in the

gathered data because of 89.4% of the guest enjoyed the pool wave

and unique slides.

8. The researchers conclude the satisfaction of the guest in terms of

activities is highly satisfied based on the state of the results in the

gathered data because of 90% loved the Balsa river followed by Foam

party and Volleyball with both have an 89.6% rating.

9. The researchers conclude that the satisfaction of the guest in terms

of amenities is highly satisfied based on the state of the result in the

gathered data because 78.4% guest found the comfort rooms are

clean and well maintained.

41
10. The researchers conclude that the satisfaction of the guest in

terms of security is highly satisfied based on the state of the result in

the gathered data because the presence of the guard in the entrance is

reassuring and Splash Island has life guards are always on patrol

around the pools to insure the safety of the guests.

42
Recommendation

After thorough analysis of the data, the researchers’ recommendations are

hereby made for Splash Island. The recommendations in terms are:

1. Lower the price of Souvenirs so that the guests would buy more.

2. Staffs should be train more so that the service would be more

oriented.

3. Enlarge the place of Fish Spa so that many guests would enjoy

and have a time to relax to be more comfortable to them.

4. Provide more unique items in souvenir shop with signature of the

Splash Island in lower price.

5. Staffs should be more responsible for the customer needs.

6. Should have more CCTV’s in any area of the resorts.

7. Renovate the rest rooms and shower rooms inside the resort so

that the guests would be more comfortable to use it.

8. Lower the price of admission rate.

9. Create discount or promos for the cabanas, locker, food and

beverage.

10. Should provide assistance for elderly customers such as priority

lanes so that they can easily access to the resort.

11. Bumper ball should provide a safety gears like helmet to protect

the head of the guests while enjoying the activity.

43
References

https://www.researchgate.net/publication/280172386_The_Moderating_Role
_of_Water_Park_Service_Quality_Environment_Image_and_Food_Quality_o
n_Perceived_Value_and_Customer_Loyalty_A_South_Korean_Case_Study

HAAGA GELIA – UNIVERSITY OF APPLIED SCIENCES


https://www.theseus.fi/bitstream/handle/10024/67398/thesis2013.pdf?sequ
ence=1
Customer Satisfaction in the Hotel Industry: A Case Study from Sicily
Gandolfo Dominici (Corresponding author) :

https://www.researchgate.net/publication/47619084_Customer_Satisfaction
_in_the_Hotel_Industry_A_Case_Study_from_Sicily
Customer Satisfaction in Hotel Services Case-Lake Kivu Serena Hotel by
Joleen Bizi Mubiri
:https://www.theseus.fi/bitstream/handle/10024/114578/Mubiri%20Joleen
%20thesis.pdf?sequence=1
Family friendly services and customer satisfaction in Zimbabwean resorts
Clotildah Kazembe * Chinhoyi University of Technology, Chinhoyi, Zimbabwe
ckazembe@cut.ac.zw Molline Mwando Chinhoyi University of Technology
Margret Nyarota Chinhoyi Universtiy of Technology Rumbidazi Muyambo
Chinhoyi University of Technology :
file:///C:/Users/Computer/Downloads/Documents/article14vol4(2)_july-
nov_2015.pdf
QUALITY OF CUSTOMER SERVICE: PERCEPTIONS FROM GUESTS IN ALL-
INCLUSIVE RESORTS IN JAMAICA
https://www.nrs.fs.fed.us/pubs/gtr/gtr_nrs-p-14/53-frater-p-14.pdf
Banana Beach Resort Services And The Level Of Customer Satisfaction
Charlo Bianci Montehermoso Guray
file:///C:/Users/Computer/Downloads/Documents/Banana-Beach-Resort-
Services-And-The-Level-Of-Customer-Satisfaction.pdf

44
HAAGA GELIA – UNIVERSITY OF APPLIED SCIENCES :
https://www.theseus.fi/bitstream/handle/10024/67398/thesis2013.pdf?sequ
ence=1

Customer Satisfaction in the Hotel Industry: A Case Study from Sicily


Gandolfo Dominici (Corresponding author) :

https://www.researchgate.net/publication/47619084_Customer_Satisfaction
_in_the_Hotel_Industry_A_Case_Study_from_Sicily

Customer Satisfaction in Hotel Services Case-Lake Kivu Serena Hotel by


Joleen Bizi Mubiri
:https://www.theseus.fi/bitstream/handle/10024/114578/Mubiri%20Joleen
%20thesis.pdf?sequence=1

45
Appendices
Letter for the Administration

THE NATIONAL TEACHERS COLLEGE


629 J. NEPOMUCENO ST. QUIAPO, MANILA
COLLEGE OF HOSPITALITY MANAGEMENT
BACHELOR OF SCIENCE IN TOURISM
MANAGEMENT

September 2018
Dear Sir/Madam:
Warmest Greetings!
We are The National Teachers College Students currently taking up Bachelor of Science
in Tourism Management. In partial fulfilment of the requirements in our thesis entitled, “The
Level of Satisfaction of Customers in Splash Island.” We would like to ask your permission to
allow us to conduct a survey among the customers in your resort.
If you agree kindly sign below acknowledging your consent and permission for us to conduct
this survey at your resort.
Your approval to conduct this survey will be greatly appreciated. Thank you in advance for your
interest and assistance with this research.

Respectfully Yours,
Cabas, Louise Paula P.
Dagohoy, Jeric Yvan C.
Dizon, Maika Lou V.
Samaniego, Audrey F.
Savellano, John Andrew D.
Researchers

Noted By:
Ms. Erlinda Socorro Ponce
Tourism Research
Professor/Adviser

46
The National Teachers College
Quiapo, Manila
Dear Respondents,
Good day!
This questionnaire is intended to gather information on your honest
perception with regards to the satisfaction level among guests visiting in
Splash Island. This survey serves an important role in achieving the result of
the research on the said problem. Please provide the appropriate information
in the space provided.

Thank you for your support and cooperation.

Survey Questionnaire

DIRECTION: Kindly put a check inside the box for the answer that you have

chosen and fill the space provided according to the following. Thank you!

Respondent’s Profile

1.1Name:(Optional) ________________________________________

1.2 Age:
15-19 30-39
20-29 45 & above

1.3 Gender:
Male Female

1.4 Civil Status:


Single Married others: ______________

1.5 Profession:
Employee Businessman/Businesswoman Accountant
Engineer Lawyer Self-Employed Student
Others: _____________
1.6 Nationality: _____________

47
Direction: Please rate your satisfaction level in the following items.
Check your answer using the scale below.

Satisfaction level

5- Highly Satisfied
4- Very Satisfied
3- Satisfied
2- Unsatisfied
1- Very Unsatisfied

I. Rates

5 4 3 2 1
1. Entrance Fee
2. Souvenirs
3. Cottage
4. Picnic table

II. Service

5 4 3 2 1
1. The staffs are courteous and friendly.

2. The staff attends to the tourists needs


quickly and efficiently.
3. The staff shows professionalism in
rendering service to the guests.
4. The staffs are knowledgeable of their
products and services.

48
III. Facilities

5 4 3 2 1
1. Unique Slides
2. Fish Spa
3. Wave Pool

IV. Activities

5 4 3 2 1
1. Inflatable Island
2. Volleyball
3. Bumper Ball
4. Foam Party
5. Balsa River

V. Amenities

5 4 3 2 1
1. Cottages are spacious and clean.
2. Picnic tables are well maintained and clean.
3. Souvenir shops provide wide variety of
novelty items
4. Comfort rooms are clean and well
maintained.
5. Shower rooms are enough for the guests
used.
6. Medical clinic with first aid personnel and
equipment are always available.
7. Parking spaces are available and spacious
for customer use.

VI. Security

5 4 3 2 1
1.CCTV’s are visually and noticeably displayed
for guest protection.
2.Assistance of security in Parking.
3.Presence of guard at entrance.
4.Professional and well-trained aquatic staff

49
Email

50
Curriculum Vitae

Personal Information:
Name Louise Paula B. Cabas
Age 20 years old
Birthday Semptember 22,1998
Birthplace Manila
Civil Status Single
Father’s Name Cris Cabas
Mother’s Name Amy Cabas
Educational Background
Tertiary The National Teacher College
Bachelor of Science in Tourism Management
2018 Present
Secondary: Sacred Heart High School
2011-2014
Primary: Apolinario Mabini Elementary School

51
Personal Information:
Name Jeric Yvan C. Dagohoy
Age 23 years old
Birthday August 17, 1995
Birthplace Manila
Civil Status Single
Father’s Name Enrique Dagohoy
Mother’s Name Jocelyn Dagohoy
Educational Background
Tertiary The National Teacher College
Bachelor of Science in Tourism Management
2018 Present
Secondary: Ramon Magsaysay High School
2007-2013
Primary: Legarda Elementary School
2001-2007

52
Personal Information:

Name Maika Lou V. Dizon


Age 20 years old
Birthday April 15, 1998
Birthplace Manila
Civil Status Single
Father’s Name Hermieigildo B. Dizon
Mother’s Name Amelia V. Dizon
Educational Background
Tertiary The National Teacher College
Bachelor of Science in Tourism Management
2018 Present
Secondary: Chiang Kai Shek College
2012-2014
Primary: Espiritu Santo Parochial School
2003-2009

53
Personal Information:
Name Audrey Psalm F. Samaniego
Age 20 years old
Birthday December 14, 1997
Birthplace Manila
Civil Status Single
Father’s Name Orlando A. Samaniego
Mother’s Name Leonila F. Samaniego
Educational Background
Tertiary The National Teacher College
Bachelor of Science in Tourism Management
2018 Present
Secondary: Ramon Magsaysay High School
2010-2014
Primary: Padre Mariano Gomez Elementary School
2004-2010

54
Personal Information:
Name John Andrew D. Savellano
Age 19years old
Birthday December 31, 1998
Birthplace Manila
Civil Status Single
Father’s Name Antonio Savellano
Mother’s Name Maylin Savellano
Educational Background
Tertiary The National Teacher College
Bachelor of Science in Tourism Management
2018 Present
Secondary: VictorinoMapa High School
2010-2014
Primary: Pio Dela Pilar Elementary School
2004-2010

55
DOCUMENTATION

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