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CHAPTER 4

PRESENTATION AND ANALYSIS OF DATA

This chapter presents the data collected from the respondents through the

presentation of the demographic profile and answers of the respondents to formulate an

interpretation of the study. The researchers presented the results in graphical and

tabular presentation.

Demographic Profile of the Respondents

Table 1: Profile of the Respondents in Terms of Gender

Gender Frequency Percentage

Male 92 46%

Female 108 54%

Total 200 100%

Table 1 shows that 54% of the respondents that answered our survey were

female and the male respondents are 46% which means that majority of the guest that

answered our survey are female.

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Table 2 Profile of Respondents in Terms of Age

Age Frequency Percentage

12-20 28 14%

21-25 44 22%

26-30 88 44%

31 and Above 40 20%

Total 200 100%

Table 2 shows that 14% of the respondents that answered our survey are 12 up to

20 of Age. 20% of the respondents answered our survey are 31 and above. 22% of the

respondents answered our survey are 21 up to 25. The respondents that answered the

highest percentage is 44% which means that majority of the guest that answered our

survey are 26 up to 30.

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Table 3 Profile of respondents in Terms of Civil Status

Civil Status Frequency Percentage

Single 120 60%

Married 80 40%

Total 200 100%

Table 3 shows that 40% of the respondents that answered our survey are single.

60% of the respondents that answered our survey are married. Which means that

majority of the guest that answered our survey are married.

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Table 4: Profile of Respondents in Terms of Nationality

Nationality Frequency Percentage

Filipino 145 72.50%

Chinese 25 12.50%

Filipino-Chinese 20 10%

Filipino-American 10 5%

Total 200 100%

Table 4 shows that 5% of the respondents that answered our survey were

Filipino-American. 10% of the respondents are Filipino-Chinese. 12.50% of the

respondents are Chinese. 72.50% of the respondents are Filipino. Which means that

majority of the guest that answered our survey are Filipino.

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Table 5: Profile of respondents in terms of Highest Educational Attainment

Highest Educational Frequency Percentage

Attainment

Grade School 3 1.50%

High School 25 12.50%

Vocational 10 5%

Undergraduate 20 10%

College 135 67.50%

Masters 7 3.50%

Total 200 100%

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Table 5 shows that 1.50% of the respondents that answered our survey were

Grade School. 3.50% were Masters. 5% were Vocational. 10% were Undergraduate.

12.50% were High School were 67.50% were the College. Which means that majority

of the guest that answered our survey were College.

Table 6:

QUESTIONS
GUEST (5) (4) (3) (2) (1) WEIGHTED INTERPRETATION
PERCEPTION MEDIAN
ON SAFETY OF
RESORTS
WORLD
MANILA
1. I feel safe in the 92 75 29 4 0 4 PERCEIVED
doubled
deployment of
security in Resorts
World Manila
2. I think the 67 86 39 8 0 4 PERCEIVED
increased number
of x-ray machines
are enough to
prevent any
firearms from
entering the Resorts
World Manila
3.The installation 85 75 31 9 0 4 PERCEIVED
of the advanced
CCTV makes me
feel safe

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4.I feel safe due to 78 80 35 6 1 4 PERCEIVED

strict
implementation of
the employed
security officers of
the Resorts World
Manila
5.The fire 70 79 44 6 1 4 PERCEIVED
sprinklers are
responsive
6. The new 75 85 36 4 0 4 PERCEIVED
emergency
equipment and fire
exits makes us
away from harms.
Table 7:

QUESTIONS
GUEST (5) (4) (3) (2) (1) WEIGHTED INTERPRETATION
PERCEPTIONS MEDIAN
ON SECURITY
OF RESORTS
WORLD
MANILA
7. The Resorts 67 92 35 6 0 4 PERCEIVED
World Manila
reached their goal
to respond to
emergencies
immediately
8. The Resorts 69 76 51 4 4 PERCEIVED
World Manila
knows how to
maintain
systematic safety
and security
measures to
prevent crimes
from occurring
9. The security 88 70 38 4 4 PERCEIVED
staffs are
scattered and
roaming around

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the Resorts
World Manila
10. RWM 83 80 29 8 0 4 PERCEIVED
provides more
surveillance
camera around
11. The increase 80 77 37 5 1 4 PERCEIVED
of armed
securities makes
the RWM feel
safe
12. The entrance 92 86 17 4 1 4 PERCEIVED
of RWM is safe
and secured with
the detecting
devices

Guest Perception on Safety of RWM

Based on the article of (Ghazi, K. M.,2016) Maintenance of the hospitality

industry is very important so that they could provide quality service to the guest and to

satisfy and meet the expectation that the guest wants. Maintenance is important in many

reasons: sustain the capital invested and reasonable investment return, improve the

safety and security of the hotel guest and employees because the safety of the guest is a

priority.

According to the article of (Critchley, 2017) Hotels are obligated to maintain the

physical security of guests and their belongings during their stay—if guests do not feel

safe staying in their room or leaving their belongings there, they will not continue to

patronize that hotel brand. So it is important for the hotels to improve the equipments so

that they could keep the guest safe and the guest will continue patronizing the hotel

brand

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In the article of (Jang, Y., Kim, D., Park, J., & Kim, D,2018) CCTV’s in Korea

were associated that the zones that have many installed surveillance cameras has a

lower crime levels. And the findings reveal that the conditional effect of CCTV on

crimes suggest neighbor characteristics has increased deployment of CCTV’s, which is

more effective in implementing CCTV system for crime reduction or control and

prevention.

The article of (Ghazi, 2015) talks about the vulnerability of a hotel. This will put

pressure on hotel managers and planner to develop effective safety measures to limit

the negative impacts of hotel business because hotels are very vulnerable to threats and

that is why some security officers are very strict when it comes to the rules and

regulations.

Based on the article of (Chan, 2013) it talks about managers having perceived

that the well-equipped fire prevention system and a perfectly planned fire escape is one

of the most important safety and security in the hotel industry. That is why the RWM

have some fire sprinklers to prevent fire inside the hotel.

According to the article of (Kim,Lee,Ham 2013) Security of environmental risk,

most important of hotels. Safety and security of a hotel is much needed for that the

guest will not worry about their safety. Forms of security prepares emergencies caused

by calamities like weather, terrorism, sabotage or attack against the hotel main server

system. It is Important to secure all the information of the hotels.

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GUEST PERCEPTIONS ON SECURITY OF RESORTS WORLD MANILA

According to the article of (Marshall, 2015) Safety and security are important

factors to take into consideration when choosing a hotel to stay. He indicated that

security is the most influential factor for both business and leisure travelers when

choosing a hotel, in addition to other factors such as convenience of location, good

service and employee friendliness.

According to Watson, (2016), hotels can obtain competitive differentiation,

improve business efficiency, increase customer loyalty as well as attract new customers

by offering a high degree of service quality. With this in mind, the challenge of offering

a high quality service represents these days a growing concern for many firms in the

hospitality industry. Some hotels now tend to focus on the commitment of improving

customer services by continuously enhancing the quality of the service provided.

According to the article of (Zabel, 2015) the impact of crime on hotel operating

performance has eluded systematic academic examination, leaving a critical gap in the

literature with regards to the theoretical and empirical connection between crime and

hotel operating performance. In addition, prior studies on the effects of crime have been

affected by omitted variable biases presumably resulting from a lack of longitudinal

data, an insufficient number of control variables, and a failure to employ statistical

models robust to autocorrelation and heteroscedasticity issues.

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According to (Feickert et al., 2015) A review of the previous literature on hotel

security systems revealed that no studies have attempted to examine the gap between

hotel safety and security managers and hotel guests’ perceptions of the relative

importance of safety and security facilities.

According to (Dhillon and Torkzadeh, 2015) Previous studies on the issue of

information security in the hotel industry are relatively rare. Some address issues such

as security and privacy of hotel customer measurement of security, IS quality with

regard to HIS security, and situations in the industrial sector which employs IS users.

According to the article of (Stanton et al., 2017) Due to amplified threats to

information security from external and internal invasion, the importance of information

security has become consequently more important.

SECURITY SAFETY

IMPROVEMENT

Figure 2. Brick Model

The themes in the brick model were taken from the questions that where

gathered in the qualitative statement. These themes will help better understand the

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study that we have conducted. As what we have gathered from the interviewee it talks

about the improvement of the security. The safety of the guest and the effectiveness of

the security.

Security

Based on the interviewer many of the security of the Resorts World Manila

are effectively working to keep the guest safe from harm.

“Kung sa security ngayon, feeling ko naman okay naman na tsaka nasa sa iyo

talaga, nasa tao talaga kung paano mo haharapin yung nangyaring ganun dapat talaga

wag kang magpapanic, kasi hindi ka makakapag isip kasi marami dun, mayroon doon

parang hindi nakagalaw parang gising siya pero tulala, hindi niya alam kung tatakbo

ba siya or what. Oo ni-lockdown nila iyon kasi parang akala nila wala, okay na lahat.

Kasi noong nag-lockdown hindi na namin alam kasi wala na kami sa loob noon umalis

na kami noong time na iyon. Kasi noong una akala nila walang namatay pero noong

pagpasok nila meron pa pala.”

“Sa palagay ko naman oo, mas okay na kumpara dati kasi mas alam na nila

yung mga laps ng mga nangyari sa cctv kung meron lang talagang sinabe kung

nagraradio kung nasaan yong gun man mas madali sanang ano, ngayon alam na nila

yung mga ganun natuto na sila or tayo sa mga pagkakamali or pagkukulang nila”

IMPROVEMENT

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Based on the improvement of the Resorts World Manila they put many CCTV

cameras around the place and already recruit many securities. All of the securities in

RWM are carrying a weapon. They already put many fire exits in case of emergency.

“Yung sa training hindi kasi namin alam for example may mag aapply na guard,

hindi namin alam kung ano yung qualification na hinahanap nila which is dapat diba

parang SWAT may mga training diba, basta as security guard hindi namin alam kung

ano, pero kami sa staff yung pinakamataas samin halimbawa meron silang mga naka

schedule na for firefighting, earthquake or any calamities na pwedeng mangyari or

sunog , tinuturo kung ano yung dapat mong gawin parang iyon yung sa mga training,

as mga employees ah, saming mga employees or dealer kung sakali man alam na

naming kung paano iguguide yung guest.”

“Dati wala silang mga baril, mayroon lang yong stick lang pag nag check ng

mga gamit. Pero ngayon, mayroon ng hawak iyong mga security guards sa loob ng

baril dati kasi bawal talaga baka kasi magkaroon ng aksidente sa loob na baka yung

mga player don naintimidate sa kapwa player tapos biglang kuhain iyong baril ng

guard kaya iniiwasan iyong ganon.”

SAFETY

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Based on the safety of Resorts World Manila they prioritize the safety of the

people first when they enter the Resorts World Manila to avoid the panic in case of an

emergency.

“oo prioritize yung safety talaga ng guests, kasi una sa lahat hindi naman nila

alam kung saan sila pupunta kaya prang nagkaroon na ng tinatawag na every week or

month na lagi naming pinapaalala na in case of emergency our nearest fire exit in on

your right or on your left ganun, para aware sila na kung may mangyare man or wag

naman sana na hindi maganda alam na nila tsaka hindi sila agad magpapanic.”

“Yung dito naman sa number two hindi kasi namin alam kung saan

nanggagaling yung mga staff na nag a-apply dito sa RWM yung as guard surveillance

hindi naming alam kung saan sila nanggaling kung retired basta ang alam naming as

an employee or dealer sa loob every week or every month meron kaming sinasabi na in

case of emergency ituturo naming kung saan yung mga emergency exits, as leader iyon

yung ginagawa namin pero yung sa guards kasi hindi namin alam kung ano iyong ways

na ginagawa nila pero sa ngayon naman kasi mas naghigpit kasi talaga sila simula

noong nangyari yung incident na iyon, sa metal detector hindi ba talagang kapag

mayroong tumunog lang, barya lang pala basta nagiging mas mahigpit na sila tungkol

doon.”

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CHAPTER 5

SUMMARY, CONCLUSION AND RECOMMENDATION

SUMMARY

The study is about the The Safety Measures Improvement: The Case of Resorts

World Manila it talks about the improvement of securities at Resorts World Manila.

The study also talks about the effectiveness of the newly improved securities of the

Resorts World Manila to know if the improvement of the Resorts World Manila is

effective through the conceptual framework we will be able to know the flow on how to

get the feedbacks of the key informants with regards to the improvement of the Resorts

World Manila. The study is helpful for the Department of tourism, Future researchers,

the guest and employees of Resorts World Manila.

In this study you will see Review of Related Literatures and It is a big help to

further broaden the understanding of the reader in this study. The references that were

gathered in the Review of Related Literatures are both foreign and local references that

will help broaden the study. The references that we gathered are about safety and

security issues and the perception of the guest about the safety. The references that

were gathered are also used as a guide to make the instrument and support the

presentation and analysis of data so that is why the Review of Related Literature is

important in the study.

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In our study we used descriptive research (Qualitative and Quantitative)

Quantitative Research is a descriptive study aimed at finding out "what is," so

observational and survey methods are frequently used to collect descriptive data.

Qualitative Research, on the other hand, is a comprehensive summarization, in

everyday terms, of specific events experienced by individuals or groups of individuals.

To some researchers, such a qualitative design category does not exist. We used the

calmorin formula to ensure the accuracy of results when the instrument are tallied.

CONCLUSION

From the findings of this study, the researchers were able to arrive at the

conclusion that majority of the respondents are between the ages of 26 – 30 and the

female population dominates the male

Majority of the respondents answered Perceived in all of the questions in the

survey questionnaire. The researchers were able to conclude that the guests in Resorts

World Manila are knowledgeable and aware about the newly implemented security

equipment and safety rules and regulations by the management and staffs are well

oriented about their tasks for they can properly instruct the visitors about the rules and

regulations of the establishment. The researchers therefore conclude that Resorts World

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Manila cares a lot about the safety of the establishment and the security of the guest. As

what the researcher’s data gathering results shows that RWM have improved their

security in all aspects such as they have tightened their security entrance.

RECOMMENDATION

To the Department of Tourism

The researchers recommend that the DOT must regulate a stricter standard to

their rules and regulations for it may not affect their responsibility in promoting the

establishment to the tourism industry in the near future.

To the Employees and other staff of Resorts World Manila

The researchers recommend that the key informant of Resorts World Manila

should conduct more training and orientation to their staffs. They should also improve

the warning signs like fire exits, to ensure the safety of the guest.

To the guest of Resorts World Manila

The researchers recommend that the visitors should pay more attention to the

safety and must at least be able to know the cautions and policies inside for their own

safety.

To the Future Researchers

The researchers recommend that the future researchers from the Lyceum of the

Philippines University and other university who would want to conduct a similar study

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that they should add more respondents as much as possible to find best results or

findings about the study.

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