| 000 | 02238nam a22001937a 4500 | ||
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| 003 | laup | ||
| 005 | 20230824133524.0 | ||
| 008 | 211220b ph ||||| |||| 00| 0 eng d | ||
| 040 |
_aLAUP _cLa Union Provincial Library |
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| 082 | _aDIS 551.45 G13s 2019 | ||
| 100 | _aGalap, Leo Esteene L. | ||
| 245 |
_aService delivery of beach resorts in region 1 / _cLeo Esteene L. Galap. |
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| 260 |
_aSaint Louis Colle, City of San Fernando, La Union : _b[s.n.], _c2019. |
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| 300 |
_axviii, 129 pages : _billustrations ; _c29 centimeter. |
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| 504 | _aReferences : pages 105-108. | ||
| 520 | _aThe effective delivery of quality service ensures continued patronage, hence, institutions create service excellence. This study assessed and analyzed the quality of service delivery of beach resorts in Region 1 as a basis for the formation of framework of manual of services delivery. Specifically, this study sought to find out the following: level of guests' expectation on service delivery of the beach resorts in Region 1 along reliability, assurance, tangibility, empathy and responsiveness; the level of guests' satisfaction on service delivery of the beach resorts along the identified dimensions; the gap between the level of expectation and satisfaction on service delivery of beach resorts along the identified dimensions; areas of delivery did the gaps. The descriptive method was used with a questionnaire as the data gathering tool administered to 215 respondents from the 12 beach resorts. The level of guests' expectations and guests' satisfaction on service delivery was found to have descriptive equivalent =s of high expectation and high satisfaction, respectively, for all dimensions. Along the four (4) dimensions namely assurance, tangibility, empathy, and responsiveness, guests look forward for the beach resorts to enhance their service delivery to meet their expectations. Internal and external constraints are the challenges met by the beach resorts in the implementation of quality service delivery. This paper proposed a service excellence theory framework to guide the beach resorts to craft the service delivery manual. | ||
| 650 | _aBeaches. | ||
| 942 |
_2ddc _cDIS _h551.45 _iG13s _kDIS _m2019 |
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| 999 |
_c10718 _d10718 |
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