SATISFACTION OF TOURIST UPON DISCOVERING

KILANGIN FALLS OF LILIW, LAGUNA

BACILES, K. C.1, DELOS SANTOS, K. M.1, DIONES, C. M.1, MEDINA, B. C.1

and SALAC, D. B.1

kenlyka10@gmail.com, delossantoskhrystel8@gmail.com,

chiedhar.diones@gmail.com, blessymedina20@gmail.com, danethjeanyt@gmail.com

CONTENTS

Pages
TITLE PAGE i

CONTENTS ii

ACKNOWLEDGEMENT iii

DEDICATION iv

CHAPTER

1 THE PROBLEM AND ITS BACKGROUND INTRODUCTION

INTRODUCTION

BACKGROUND OF THE STUDY

THEORETICAL FRAMEWORK

RESEARCH PARADIGM

STATEMENT OF THE PROBLEM

SIGNIFICANCE OF THE STUDY

SCOPE AND LIMITATION

DEFINITION OF TERMS

REVIEW ON RELATED LITERATURE

CHAPTER

2 RESEARCH MEETHODOLOGY
 RESEARCH DESIGN

RESPONDENTS OF THE STUDY

RESEARCH INSTRUMENTS

RESEARCH PROCEDURE

3 RESULTS AND DISCUSSION

4 SUMMARY, FINDINGS, CONCLUSIONS AND RECOMMENDATIONS

SUMMARY

CONCLUSION

RECOMMENDATIONS

BIBLIOGRAPHY

APPENDICES

A. Letter to the Respondents

B. Validation Letter

C. Pictures

ACKNOWLEDGEMENT

With boundless love and appreciation, the researchers would like to express a

heartfelt gratitude and appreciation to the people who helped us bring this study. This
research couldn’t be completed without the effort and cooperation of our group

members.

The researchers would like to express profound gratitude to the following:

To our Practical Research 1 teacher, Ms. Gissele Madrilejo for the guidance

and encouragement in finishing the assignment and also for teaching the subject. For

the continuous support of our study, for the patience, motivation enthusiasm, and

immense knowledge. Her guidance helped us in all the time of research and writing the

study.

To Mrs. Guillerma Ilagan Tajao, for signing our validation letter and assistance

and word of encouragement.

To Dean Joseph N. Luna, for his assistance and words of encouragement, and

for his time and effort in validating our letter.

To the respondent, for their worthy support and cooperation and time in terms of

providing all needed information.

To our parents for their indomitable patience, sacrifice and support without which

the successful completion of this work would have been a distant dream. For the moral

and financial supports in making this study.

Lastly, to our Almighty God, for giving His endless blessings, knowledge and

strength to make this research possible.

-BKC, DKM, DCM, MBC, SDB

DEDICATION
 The researchers would like to dedicate this study to their families who supported

them to conduct this research study, for the teachers who helped and guide them to

make a final output and for he future researchers who can use this study as their guide

or references.
 SATISFACTION OF TOURIST UPON DISCOVERING KILANGIN FALLS OF LILIW,

LAGUNA

BACILES, K. C.1, DELOS SANTOS, K. M.1, DIONES, C. M.1, MEDINA, B. C.1

and SALAC, D. B.1

kenlyka10@gmail.com, delossantoskhrystel8@gmail.com,

chiedhar.diones@gmail.com, blessymedina20@gmail.com, danethjeanyt@gmail.com

1
STI College San Pablo

A.Y. 2019-2020

Introduction

Kilangin falls is an amazing place to hike and trek. It is the secret treasures in

province of Laguna, this precious jewel hidden beneath the luscious forest at the foot of

Mt. Banahaw [ CITATION Kez18 \l 13321 ].This falls was an attractive place to go with this

mosy green boulders matched perfectly with the crystal blue waters. From it’s

atmosphere and to sound aroma, they make the perfect sites where a group or family

can spend hours to feel the real beauty of the natural destination [ CITATION Ang16 \l

13321 ].The scene within its world is completely devoid of any human intervention. It has

stayed at its most natural state despite of some people paying a visit everyday to get a

glimpse of the unrivaled beauty of Kilangin Falls [ CITATION Kez18 \l 13321 ] .The area also

have a natural features which will provide enjoyment to visitors. You can take a picture

of the view, a 40 foot moss-covered wall and surroundings. During summer months, the

water that flows from the falls gets dry and most of the water source are the ones that
continuously flows out from the cracks on the walls. Huge rocks served as barriers to its

clear aquamarine catch basin that goes 15 ft. deep.

The water is freezing and it can even get colder during December [CITATION

Ric05 \l 13321 ].Tourist satisfaction is one the most widely studied factors in literature and

on tourism industry[ CITATION Nea08 \l 13321 ].From this perspective, specialized literature

reveals the key role of tourist satisfaction at the time of choosing a tourist destination

[CITATION Enr14 \l 13321 ] .As a matter of fact, considering the key role of satisfaction in a

tourist destination, it has been argued repeatedly that, on one hand, the feeling of

satisfaction experienced by the tourist in a destination will be a valuable antecedent to

recommend or return to a place [CITATION Jin11 \l 13321 ].In other words, satisfaction will

be an explicit antecedent to tourist loyalty to a place. From this perspective, the findings

shows that such loyalty could be affective, cognitive or conative in nature [CITATION

Ati10 \l 13321 ].It has been revealed that different factors can create optimum levels of

satisfaction, in sense, they are directly linked to the tourist [CITATION Mar06 \l 13321 ] ,on the

other hand, to the environment of the destination it has been argued as well in literature

on tourism that satisfaction can be the result value perceived by the tourist in the

place[CITATION Chi10 \l 13321 ] Similarly, it can achieved as a consequence of emotional

enjoyment[CITATION Car08 \l 13321 ]the perception of destination image [CITATION JEn10 \l

13321 ]or the perception of the quality of the services provided in the place [CITATION

Chi07 \l 13321 ].

Background of the Study

 Tourist’s destination has a great significance in every area of human activities. It

affects our environment. It is really important to understand and study each detail for the

destination that could affect human activity. It plays significantly in the environment,

economy, and human’s fulfillment.[ CITATION Par16 \l 13321 ]

This study determine the satisfaction of tourist toward adventure in Kilangin falls.

Despite of the difficulties that the tourist encountered [CITATION Ric05 \l 13321 ] mentioned

that difficult roads often lead to beautiful destinations, he stated it was spot on for what

they have gone through and sure that whichever way we took, at the end of our journey

we still find ourselves in awe upon seeing the magnificence of Kilangin Falls.

To know the satisfaction of the tourist in Kilangin Falls despite of it’ s difficulties

is a great help for the success of the areas promotion when the study and research

done well and properly analyzed.

Theoretical Framework

Environmental Theory

The foundation of Nightingale’s theory is the environment that all the external

conditions and forces that influence the life and development of an organism. She

identified the five environmental factors: fresh air, pure water, efficient drainage,

cleanliness or sanitation, and light or direct sunlight.

It is undeniable fact that tourists are increasingly demanding and that is not a

simple task to satisfy all their needs and expectation. Tourist satisfaction is important.
 Study related to tourism satisfaction is important for tourism destination development.

[CITATION Yaa13 \l 13321 ].

Research Paradigm

INPUT PROCESS OUTPUT

 Accesibility of  Survey  Satisfaction of the

Kilangin Falls  Interview tourists

Statement of the Problem

This study aims to know the satisfaction of tourist upon reaching Kilangin Falls,

specifically, it will answer the question:

To what extent of satisfaction do the tourists feel upon discovering Kilangin Falls?

Significance of the Study

This study will give benefits to the following:

A. Tourist-who wanted to explore something new and help the tourist to have a quick

overview about the features and contents of Kilangin Falls.

B. Residence of Liliw, Laguna-It may help the people who live in Liliw, Laguna. For them

to witness and appreciate the beauty of the falls. The area has a natural features which

will provide enjoyment and educational benefits to visitors.

C. Municipality of Liliw, Laguna- it will benefit the tourism industry of the Municipality of

Liliw, in developing their tourist attractions and will help them formulating plans which

targets potential tourists in future. The main objective of this study was to assess tourist

satisfaction in relation to their visit in Kilangin Falls.

Scope and Limitation

This study scope is focused to analyze tourist satisfaction, intention, and

recommendation intention of tourist who visit and have experienced activity in Kilangin

Falls, making this study helpful in understanding tourist expectations and help tourism
planners on developing the tourism industry more. This research is conducted and at

the second semester of the school year 2019-2020

Definition of Terms

To better understand the study, the following words are hereby defined:

Liliw,Laguna. This is the place where we conduct our research study and where

Kilangin Falls located.

Tourist. A satisfied seeker and traveler who love to find beauty in a place and endure

difficulties on the way to the destination.

Tourist Destination. Precious jewel hidden beneath the luscious forest at the foot of the

gorgeous Mt. Banahaw, the Kilangin Falls a place where tourist meet their expectation.

Tourist Satisfaction. It is the satisfaction of tourist toward the adventure.

Safety and Security. needed for the tourist to feel safe, for them not to worry about

going to the destination.

Review on Related Literature

According to [CITATION Enr141 \l 13321 ] that satisfaction plays a very important

mediating role, between the perception of benefits and the familiarity of the tourist

destination. According to [ CITATION Suz12 \l 13321 ] ,the main principle of the satisfaction

measurement is the increase of itself when the customers compare their sensation to
their initial expectation. Satisfaction is a comparison between performance and

expectation. If the perceived performance is higher than expectation, the customer is

happy.

Alternatively, if the perceived performance is lower than expectations, it is

considered to be the discontendness of the customers experience. [CITATION Sri14 \l 13321

]. Satisfaction is whereby service provider meets the expectations and norms of

customers. Tourist satisfaction is caused by two dimensions firstly, it is related to the

pre expectation of the tourist before the travel; secondly, it referred to justification of the

tourist on the delivered service after the travel based on the real experience.

According to [CITATION Yua16 \l 13321 ],tourist satisfaction showed the positive feeling

perception on the basis of positive effects through comparing the expectation of tourists

with actual perception of tourist destination and it was not only in the experience of the

tourist destination, but the reflection of perceiving wether to be satisfied with how people

being treated in tourism destination. [CITATION Ahm11 \l 13321 ], the study show that

positive word of mouth recommendation have been regarded as indicators of

destination loyalty and examining the influence of satisfaction and image factors who

had visited the place. It was also found that foreigners who were satisfied with image

factors were willing to recommend it to other. According to [CITATION Yem17 \l

13321 ],overall satisfaction is a function of satisfactions with the individual

attributes/elements of all the products, services that make up the experience, such as

accommodation, climate and natural environment. Future behavioral intentions

measured differently with willingness to recommend, say positive thing and revisit the

destination.
 According to [CITATION Rag13 \l 13321 ], analyzing the antecedents of tourist perception,

destination image, tourist satisfaction and destination loyalty may prove insight in the

process of creating destination loyalty. It is very important to determine the destination

image while taking decisions for strategic marketing of tourism destinations. Because it

assumed that it will result in a positive image of a destination, loyalty to tourist

destinations and satisfaction felt by tourist. The loyalty is a concept closely related to

tourists’ satisfaction. According [CITATION Sus15 \l 13321 ], the study of behavioral

intentions is still an important area of research in tourism as favorable intentions denote

tourist satisfaction. Many studies on tourist perceptions of destinations have also

focused on tourist satisfaction, as tourist satisfaction influences their decision to return.

According to [CITATION Sar14 \l 13321 ] ,tourist experience tends to focus on destinations

rather than journeys, overlooking the role of mobility in tourism experiences

Experiences are evaluated to better understand the significance of the tourist route.Pain

and struggle emerge as a significant tourist experience. Results indicate that tourist

experience holds meaning related to perception of self-identity. According to [ CITATION

Ati101 \l 13321 ],tourist develop attachment to a destination because of its ability in

fulfilling specific goals or activity or because of its symbolic meaning and thus,

attachment could be an important measure of tourist satisfaction and loyalty.

Attachment may influence what visitors see, think and feel and increases knowledge

about a place, as well as an emotional connection may improve. Exploring nature and

the extent of place attachment among visitors would be useful for destination authorities

in planning and marketing for tourism and outdoor recreation services.

Research Methodology
2.1 Research Design

The main purpose of this study is to determine the satisfaction of tourist toward

the adventure in Kilangin Falls despite of the difficulties that they encountered.

According to[CITATION Zik \l 13321 ],research design is a set of methods and

procedures used in collecting and analyzing measures of variables specified in the

research problem.

[ CITATION Lee11 \l 13321 ] defined that qualitative allows the researchers to explore and

better understand the complexity of phenomenon. This study used qualitative research

design to explore the meaning and understanding of complex social environments, like

the nature of people’s experience.

According [ CITATION Mik17 \l 13321 ] narrative analysis is a genre of analytic frames

whereby researchers interpret stories that are told within the context of research or

shared in everyday life.This study used narrative analysis to gather information for the

purpose of this research,the study of people human experience.

2.2 RESPONDENTS OF THE STUDY

This study determined the satisfaction of tourist toward the adventure in Kilangin

Falls despite of the difficulties that they encountered. The respondents of our survey are

the people who visited the Kilangin Falls. The researchers conducted a survey at Liliw,

Laguna. The respondents are determined through the use of sampling technique.
 It means in this research, the researchers analyses the stories people

create,engaging in the inquiry of asking a given question of the narrative texts for a

given purpose,to determine the satisfaction of the tourist upon seeing the Kilangin Falls.

In total,the respondents are consisted of 15 people who visited the Kilangin Falls.The

researchers conducted this study at the second semester of the school year 2019-2020.

2.3 RESEARCH INSTRUMENTS

The instruments that the researchers used to gather relevant information from

respondents were the survey and interview. After determining the respondents of the

study, the researchers prepared a survey and interview for the people who visited the

Kilangin Falls .Survey is defined as the collection of the information from a sample of

individuals through their responses to questions [CITATION Che11 \l 13321 ] .According to

[ CITATION Cre12 \l 13321 ] Interview is typically a face-to-face conversation between a

researcher and a participant involving a transfer of information to the interviewer. The

researchers believe that survey and interview is the effective and efficient method to

conduct this study.

2.4 RESEARCH PROCEDURE

The researchers prepared a survey and interview for the people who visited the

Kilangin Falls to be used to conduct this study. After the preparation of research

instrument,the researchers consult one of the research teachers to validate the

questions. After validating the questions, researchers proceed to the survey and
interview the people who visited the Kilangin Falls about the how they are willing to see

Kilangin Falls despite of the difficulties they encountered before seeing the the

destination and how satisfied they are after visiting the Kilangin Falls.

Questionnaire

SATISFACTION OF TOURIST UPON DISCOVERING KILANGIN FALLS, LILIW

LAGUNA
1.Have you been to Kilangin Falls? Yes Y No
2.How are you going to describe Kilangin Falls in terms of:

 Accessibility

Easy to Access
Y
Y Difficult to navigate
Not Accessible
 Sceneries Y

Y Very Satisfied

Y Satisfied

Y Not Satisfied

 Activities

Y Fun and Exciting

Y Boring

 Safety and Security

Y Secure

Y Risky

3.How satisfied are you upon reaching Kilangin Falls?

 Result and Discussions
1.Have you been to Kilangin Falls?
All of our respondents have been to Kilangin Falls and witness the beauty of it.
2.How are you going to describe Kilangin Falls in terms of:
2.1 Accessibility
Arman:Kase di naman totally mabilis ang lakad papunta don e,kase nasasa inyo
kayo ang magdidipende kung mabilis ang lakad o may pahinga,siguro ahh eto nalang,
easy to access.
2.2 Sceneries
Arman:Sure ako na sulit ang pagod nyo pagkatapos nyong makita ang Kilangin
Falls dahil maganda talaga ito.
2.3 Activities
Arman:Wala pang masyadong activities ang falls, pero in overall maganda
naman exciting at sure na mageenjoy kayo pag Nakita nyo ang falls.Pero bago kayo
makapuntang falls pede kayong dumaan sa Esmeris Farm,pwede nyong maexperience
ang swing at magandang view,pedeng maghorseback riding at glamping.

2.4 Safety and Security

Arman: Safe na safe, ahh wala pang pang aksidente na nangyayari pagpunta sa
falls.
Kevin: Wala pa naming naaksidente dito kahit mahirap ang daan at
nakakapagod.

3.How satisfied are you upon reaching Kilangin Falls?

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 APPENDICES

A. Letter to Dean

B. Letter to Respondents

C. Validation Letter

D. Pictures
Curriculum Vitae
Dear Respondents,
Greetings!
We are presently conducting a research entitled “SATISFACTION OF TOURIST UPON
DISCOVERING KILANGIN FALLS OF LILIW, LAGUNA” as a requirement for our
Practical Research 1.
In line with this, we would like to request you to be the one of our respondents in our
study. We hope you can help us by answering the instrument sincerely and truthfully.
Rest assured that your answers will only be used on our research.
Thank you very much and God bless you!

Sincerely yours,
Blessy Medina
Chin Dharlene Diones
Daneth Jean Salac
Kenlyka Baciles
Khrystel delos Santos
Researchers

Noted by:
Gissele Madrilejo
Practical Research Teacher

Approved by:

Mrs. Guillerma Ilagan Tajao Prof. Joseph N. Luna

SHS Asst. Principal SHS Principal
Ms. Rachel Dalisay
Practical Research Teacher

Dear Ma’am,
Greetings!
We, the Grade 11 students taking up Tourism Operations at STI College San Pablo are
currently conducting a research for this semester entitled “SATISFACTION OF
TOURIST UPON DISCOVERING KILANGIN FALLS OF LILIW, LAGUNA.”
In connection with this, the researchers are asking permission with regards to the
validation of our questionnaires and survey for this study.
Thank you very much and God bless you!

Sincerely yours,
Blessy Medina
Chin Dharlene Diones
Daneth Jean Salac
Kenlyka Baciles
Khrystel delos Santos
Researchers

Noted by:
Gissele Madrilejo
Practical Research Teacher

Approved by:

Mrs. Guillerma Ilagan Tajao Prof. Joseph N. Luna

SHS Asst. Principal SHS Principal
E. Pictures

We started trekking towards the falls along a concrete road that was gradually going

up.The sun was blowing out,the concrete road ended and the trek continued to a man-

made path that was a few inches. There wasn,t difficult assaults but the hike is really

long. After An hour our we finally arrived at the falls,and awe upon seeing.It was
magical,due to its crystal clear nature,everything is visible from above.The water is cold

as ice.
We conducted our survey at Kilangin Falls, Liliw Laguna and ask our respondents to

answer our questionairres.