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AQUA PLANET: PERCEIVED CUSTOMER SATISFACTION

IN WATER PARK IN CLARK, PAMPANGA
*Dagumboy Janella C., *De Leon, Joyce Keith M., *De Leon,
Kian Colleen M., Mosada, Robelyn S., Mandap, Zoe
Franchezca T., **Mrs. Maricar A. Veranga

*Student Researchers, **Research Adviser

Research Abstract

The research entitled Aqua Planet: Perceived customer satisfaction of water park in Clark,
Pampanga. The present study is focused on the assessment of customer satisfaction in Aqua
Planet. The researchers used the descriptive method of research as a main tool in gathering
data and to achieve the purpose of this study. Therefore, the researchers finds that Aqua
Planet has a strong potential to become the leading water park in Central Luzon.

Introduction
The newest, most modern and one
of the biggest water theme parks in Asia
will finally open its gates to the public on
February 24, 2018 (Saturday) from 9:00
AM to 5:00 PM. Aqua Planet is the
Philippines’ newest water theme park
with 38 water slides and attractions that
sits on a 10- hectare property inside
Clark Freeport Zone, Pampanga,
Philippines. 1
According to Alex Busson (2012) “A
water park isn’t real life. This is 100%
pure fantasy. Water parks make you
happy.”
10 Reasons to visit Aqua Planet,
the happiest place in Clark
1. Hassle-free travel.
Book a flight via Clark International
Airport, hop on a smooth road trip
through NLEX-
SCTEX, all roads to Clark are of
ease of access. Only two hours away
from Metro
Manila, and ta-dah! Welcome to
Clark, Pampanga.
2. The Warm Welcome.
Kapampangan hospitality at its best.
All the AP personnel will welcome you
with all wide smiles. Puerto Rican-
American by nationality but genuinely
Filipino by heart, General Manager
Rafael Suarez is one call away to attend
to your needs. Life guards, security
personnel, maintenance staff – kudos to
each and every one.
3. Wi-Fi All You Can. Pose-Snap-
Upload. Go live and share. The entire

10-hectare Aqua Planet is a wi-fi hub.
Share your water-mazing stories online
with no lags.
4. PWD Friendly.
Physically-challenged individuals will
surely enjoy the whole place with Aqua
Planet’s PWD-friendly facilities. Disability
is never a reason to be not jolly.
5. One of a kind adrenaline rush.
Each of the 38 exhilarating water
rides will definitely give you a unique
water adventure experience. One-two-
three and jump!
6. Safe Water Haven.
Committed in providing safe and
amusing experience for all, Aqua Planet
recently passed the international
standards of the third party inspection.
All the 38 water rides are manned by
some80 well-trained and attentive life
guards.
7. You can scream your head off.
On the scariest slides, you probably
feel like screaming. It’s okay. You can.
Nobody will think you’re weird. Find the
steepest slide you can, feel the drop and
start yelling.
8. You realize your problems aren’t
that big of a deal.
Before you go to a water park, it’s
natural to feel too busy for it. “Oh I have
too much to do,” you say. “I haven’t time
for such childish things.” Please ignore
those voices and go anyway. You have
so much fun that you realize just how
unimportant most of your problems are.
9. You come home exhausted—
really exhausted.
2
You were having so much fun that
you forgot you were tired and hungry.
After a trip to a water park, all you can
do is sit on the couch and crash. It’s a
good feeling. The next day you feel
completely refreshed.
10. You have absolute,
undisturbed fun with your family.
A water park isn’t real life. This is
100% pure fantasy. And that means
nothing can get in the way of you having
fun. No phone calls. No emails. Nothing.
You get to spend the entire day with
your family undisturbed.
Methodology
The researchers used the
descriptive method of research as a
main tool in gathering data. Since this
study aims to determine customer’s
satisfaction on Aqua Planet’s facilities
and amenities, marketing strategies and
promotions, cleanliness, effects to the
community, safety precautions,
maintenance, and popularity rate, the
descriptive method is the most
appropriate method to use for this study.
The respondents of this study were
composed of selected one hundred
(100) visitors who have already
experienced Aqua Planet.
The respondents’ answers were of
great help for the researchers to gather
more information from their opinions and
experiences in order to understand more
efficiently the subject matter involved, as
well as for the completion and success
of this research.
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Results and Discussion Majority of the respondents are

satisfied.
Based on the presentation of data,
the major findings of this investigation 2.2 Lounge Area
are summarized as follows:
Majority of the respondents are
Summary of Findings highly satisfied.
Based on the presentation of data, 2.3 Souvenir Outlets
the major findings of this investigation
are summarized as follows: Majority of the respondents are
satisfied.
Summary:
2.4 Spacious Parking lots
1. Profile of the respondents
Majority of the respondents are
1.1 Gender highly satisfied.
Majority of the respondents are 2.5 Durability of Cabanas
female. 57 respondents or 57%
are Female and 43 respondents Majority of the respondents are
or 43% are male. highly satisfied.

1.2 Age 2.6 Cleanliness of water

Majority of the respondents Majority of the respondents are

belongs to the 20-24 years old highly satisfied.
age group which is 34 or 34%. 3. How may the perceived
1.3 Employment satisfaction of the customer be assessed
in terms of:
Majority of the respondents are
students which is 46 or 46%. Attraction and Park
Rides/Activity
1.4 Customer’s Classification
3.1 Tornado
Out of 100 respondents, 50 or
50% are first timers and the Majority of the respondents are
other 50 or 50% visited Aqua highly satisfied.
Planet more than once. 3.2 Super Bowl
2. How may the perceived Majority of the respondents are
satisfaction of the customer be assessed highly satisfied.
in terms of:
3.3 Sky Shuttle
Amenities and facilities
Majority of the respondents are
2.1 Food Products highly satisfied.
3.4 Wave Pool
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Majority of the respondents are developed for easy access to the

highly satisfied. place.
3.5 Spiral Slide River 4.2 Road signage for tourist to
easily find the place
Majority of the respondents are
highly satisfied. Majority of the respondents are
highly satisfied that the road
3.6 Hurricane Rider signage are scattered so that the
Majority of the respondents are tourist can easily find the place.
highly satisfied. 4.3 Light traffic situation
3.7 Octopus Races Majority of the respondents are
Majority of the respondents are highly satisfied.
highly satisfied. 4.4 Availability of Plain ramps
3.8 Aqua Loop for PWDs

Majority of the respondents are Majority of the respondents are

highly satisfied. highly satisfied that the plain
ramps for PWDs are available.
3.9 Flow Rider
4.5 Easy Access to hotels and
Majority of the respondents are other lodging facilities
highly satisfied.
Majority of the respondents are
3.10 Wave Rider highly satisfied that the hotels
and other lodging facilities are
Majority of the respondents are
accessible.
highly satisfied.
5. How may the perceived
3.11 Final Thoughts
satisfaction of the customer be assessed
Majority of the respondents are in terms of:
highly satisfied.
Safety and Security
4. How may the perceived
5.1 Availability of lifeguards
satisfaction of the customer be assessed
in terms of: Majority of the respondents are
highly satisfied that the life
Accessibility
guards are available.
4.1 Developed road
5.2 Number of safety gears is
transportation for easy access to
enough
the place
Majority of the respondents are
Majority of the respondents are
highly satisfied that the number
highly satisfied that the road
of safety gear is enough.
transportation is already

5.3 Signage of rules and
regulation for the safety of
people are visible
Majority of the respondents are
highly satisfied that the signage
of rules and regulations for the
safety of people are visible.
5.4 Availability of medical
assistant
Majority of the respondents are
highly satisfied that the medieval
assistants are available.
5.5 Availability of Lockers
Majority of the respondents are
highly satisfied that the lockers
are available.
6. How may the perceived
satisfaction of the customer be assessed
in terms of:
Quality Services
6.1 Approachable staff’s
Majority of the respondents are
highly satisfied that the staffs are
approachable.
6.2 Knowledge on the use of
safety gears
Majority of the respondents are
highly satisfied that the use of
safety gears are knowledgeable.
6.3 Attentiveness of the staff is
observable
Majority of the respondents are
highly satisfied that the staffs are
attentive.
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6.4 Reliability and
Responsiveness of the
employees are quick
Majority of the respondents are
highly satisfied that the
reliabilities and responsiveness
of the employees are quick.
6.5 The staff are hospitable
Majority of the respondents are
highly satisfied that the staffs are
hospitable.
7. How may the perceived
satisfaction of the customer be assessed
in terms of:
Environmental Concerns
7.1 Strict implementation of no
smoking policy
Majority of the respondents are
highly satisfied not to smoke
inside the Aqua Planet.
7.2 Cleanliness of
surroundings
Majority of the respondents are
highly satisfied that the
cleanliness is one of the qualities
of Aqua Planet that will help to
be the tourist attraction.
7.3 Sustainable water waste
and recycling procedure
Majority of the respondents are
highly satisfied that the water
waste was sustained and
recycled.
7.4 Strategically placed trash
bins around the water park
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Majority of the respondents are Ads

highly satisfied that the trash
bins are in their legitimate spots
to keep up the tidiness of Aqua
Planet.
7.5 Water faucets with sensors
are installed
Majority of the respondents are
highly satisfied that the water
faucets with sensors are
installed.
8. How may the perceived
satisfaction of the customer be assessed
in terms of:
Source of Information about
Aqua Planet
8.1 News Paper
Majority of the respondents are
minimally satisfied that the
newspaper is not common
especially to the students who
went to Aqua Planet.
8.2 Television
Majority of the respondents are
satisfied.
Social Media (Facebook, Twitter
and Instagram)
Majority of the respondents are
highly satisfied that Social Media
can contribute to the popularity
of Aqua Planet.
Website
Majority of the respondents are
minimally satisfied.
8.6 Relative/Friends
Majority of the respondents are
minimally satisfied.
Conclusions
The researchers find that Aqua
Planet has a strong potential to
become the leading water park in
Central Luzon.

Majority of the respondents are

minimally satisfied that they did Recommendations
not watched Aqua Planet on the
On the basis of the findings and
Television.
conclusions drawn from the data, the
8.3 Tarpaulins following recommendations are hereby
presented:
Majority of the respondents are
minimally satisfied that the 1) Aqua Planet may develop
tarpaulins are not yet scattered activities that is also suitable for children.
in their area. 2) The souvenir outlet may improve
the quality, price and variety of their food
8.4 Brochures products.
3) Aqua Planet may have
Majority of the respondents are partnership with other food suppliers.
minimally satisfied. 4) The management may hire staffs
8.5 Internet that are attentive.
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5) Improve their website to be more

attractive to customers.
6) Word of mouth from the relatives
and friends will help Aqua Planet to
promote as a tourist destination.
7) The management may maintain
the qualities and services of Aqua Planet
as Asia’s biggest water park. According
to Our Awesome Planet (2018) Aqua
Planet claims that it is one of the biggest
water theme parks in Asia and largest
water park in the Philippines. Located in
Clark, Pampanga, it’s the hottest water
theme park destination this summer near
Metro Manila.
8) The management may develop
place that will persuade the interest and
create activities for all ages.
9) Aqua Planet may utilized News
Paper to feature their product and
services.
10) Aqua Planet may have personnel
who will distribute brochures outside
school campus since the highest number
of visitors are students.
11) The future researchers that they
may include in the questionnaire,
Amenities such as Comfort Rooms,
Shuttle Services etc.