Thm05 Group 2 Behavioral Change of Hotel Guests in Tourism Industry During Covid 19 Pandemic 3

LYCEUM OF THE PHILIPPINES UNIVERSITY MANILA
BEHAVIORAL CHANGE OF HOTEL GUESTS IN TOURISM

INDUSTRY DURING COVID-19 PANDEMIC
A Thesis
Submitted to the Faculty of the
College of International Tourism and Hospitality Management
Lyceum of the Philippines University Manila
In Partial Fulfillment
of the Requirements of the Degree
Bachelor of Science in International Hospitality Management
with specialization in Cruise Line Operations in Hotel Services
COMIA, ANGELO
MORENO, JAYSON A.
MOLINA, MERVIN
TAN, ALLEN MITCHELL J.
UMALI, PETER BRIAN U.
April 2021
CHAPTER I
COLLEGE OF INTERNATIONAL TOURISM AND HOSPITALITY MANAGEMENT 0

THE PROBLEM AND ITS BACKGROUND
Introduction
The World Health Organization declared the COVID-19 outbreak on 30 January
2020. The first Covid-19 disease was recognized in Wuhan, China on 31
December 2019. Many of the country is not prepared for this occurrence
consequently the number of people affected by this virus is increasing rapidly
around the world day by day.
The Covid-19 outbreak had a large impact on world economics due to travel ban,
stay at home policy, border closures and lockdown. One of the affected is the
tourism industry like hotels in terms of the guest, employee, and the system has
resulted in many tourism and hospitality industry businesses closing their
operations.
Due to increasing numbers of affected this study represents the behavior of
customers and employees of out going pandemic and limited work and population
of customers and limiting the movements each person.
Background of the Study

Hotel industry is one of the asset in the economic growth of the country.
However, are the changes and the protocols of the hotel is adequate to be restored
its demand to the guest? This study is regard to increase our knowledge of how
the hotel industry responds in the covid-19 pandemic and describes the very
changes of the guest, employee and the system of the hotel. Since the virus has
affected the hotel industry, most hotels have been forced to close or temporarily
close because the hotel business has no revenue to run the business or due to lack
of guests. But some of the hotel has adapted the changes and made a strategy to
keep the hotel running, these changes will help the hotel to make more profitable
even in times of pandemic The employee is properly trained including wearing a
face mask, face shield, proper hygiene, and social distancing. Some hotel became
stricter to their safety and protocol; hotel use the technology to their advantage to
make less contact to each other. Hotel make changes little by little to keep up with
this pandemic and to bring back their confidence and the guest again. To reduce
the increased number of those affected by the disease of covid-19 government
decided to establish the General Community Quarantine (GCQ) and Modified
Community Quarantine (MGCQ) to prevent the spread of the virus, because of
the GCQ and MGCQ the time, age range and safety protocol is required. Because
of the GCQ and MGCQ and pandemic outbreak the hotel guest change this
include their age, purpose of stay and their behavior.
Statement of the Problem
1. The demographic profile of hotel guests according to:

a. Age.
b. Gender
c. Profession
d. Employment Status
e. Number of years in the company
2. What are the various behavioral changes of hotel guests during covid 19
pandemic?
3. What are the advantages and disadvantages of behavioral changes of hotel guests
during covid-19 pandemic
Objectives of the Study
1. The demographic profile of hotel guests would be according to Age,
Gender, Profession, Employment Status, and Number of years in the
company.
2. To assess the various behavioral changes of hotel guests during this
covid-19 pandemic.
3. Analyze the advantages and disadvantages of behavioral changes of
hotel guests during covid-19 pandemic.

Theoretical Framework
Figure 1. Theoretical Framework
SOCIAL COGNITIVE THEORY
Bandura’s social Cognitive theory proposes that people are driven not by inner forces, but
by external factors. this model suggests that human functioning can be explained by a
triadic interaction of behavior, personal and environmental factors this is often known as
reciprocal determinism. environmental factors represent situational influences and

environment in which behavior is preformed while personal factors include instincts,
drives, traits, and other individual motivational forces.
THE HEALTH ACTION PROCESS APPROACH (HAPA)
Is a psychological theory of health behavior change, developed by Ralf Schwarze,
Professor of Psychology at the Freie University Berlin.Health behavior change refers to a
replacement of health-compromising behaviors such as sedentary behavior by health-
enhancing behaviors such as physical exercis. To describe, predict, and explain such
processes, theories or models are being developed. Health behavioural change theories
are designed to examine a set of psychological constructs that jointly aim at explaining
what motivates people to change and how they take preventive action.
THEORY OF PLANNED BEHAVIOR
The theory of planned behavior suggests that behavioris dependent on one’s intention to
perform the behavior. Intention is determined by an individual’s attitudebeliefs and
values about the outcome of the behavior and subjective norms beliefs about what other
people think the person should do or general social pressure. Behavior is also determined
by an individual’s perceived behavioral control, defined as an individual’s perceptions of
their ability or feelings of self-efficacy to perform behavior
TRANSTHEORETICAL (STAGES OF CHANGE) MODEL

The transtheoretical model proposes change as a process of six stages.
Precontemplation is the stage in which people are not intending to make a change in the
near future. Contemplation is the stage where people intend to change.People in this
stage are aware of the pros of changing but also can identify the cons. Preparation
represents the stage where people have a plan of action and intend to take action in the
immediate future. Action is the stage in which people make the behavior change and
maintenance represents the stage where people work to prevent relapse. Finally,
termination represents that stage where individuals have 100 percent efficacy and will
maintain their behavior.

Figure 2. Research Paradigm
Figure 2 shows the respondents demographic profile that can be used to gathering a data
and to know the Impacts of covid-19 to hotels and guests. Since the virus has affected the
hotel industry, most hotels have been forced to close or temporarily close because the
hotel business has no revenue to run the business or due to lack of guests. To reduce the
increased number of those affected by the disease of covid-19 government decided to
establish protocols for the safety of the peoples, because of that it affects the
demographic and behavior of the hotel guest. We will conduct a survey of our target
respondents which are young and adults, and male and female that are commonly hotel
guests ranging from ages 21-40 years. The data that we collected from our respondents

and researchers will be able to help us find on how covid-19 changes the behavior of the
hotel guest and how it also impacts on hotels.
Hypothesis
This study entitled “Behavioral Change of hotel guests in the tourism industry
during COVID-19 Pandemic” has expected outcome on the following hypothesis.
H0₁ There is no significant effect of COVID-19 Pandemic that affects the
Behavioral change of the hotel guests.
Ha₁ Perceived that there is a negative effect of COVID-19 Pandemic that affects
the Behavioral change of the hotel guests.
Significance of the Study
Having knowledge or background on being a hotel guest is very important
as an individual because it enables people to understand the effect of covid-19 to
the hotel guest and the tourism industry. It can affect the employees of all ages
and income levels.
For Hotel employees, it can affect their salaries and their health on working
during the covid-19 pandemic.

For Hotel Guests, it acquires the discipline for their own safety and the safety of
other peoples at the hotels. And it could affect their comfort of stay at the hotel
during this pandemic.
For the hotels and tourism industry, it can make the most of what they are able to
do and help them avoid losing income or profits on their tourism businesses and
avoid losing customers during this time of covid-19. It can leverage other
people’s money for business to generate sales and profits.
Also, For Hospitality Students, It can leverage other guests on the effects of
covid-19 as a hotel guest and how they will discipline as a hotel guest during
covid-19.
Scope and Limitations
This study entitled “Behavioral Change of hotel guests in the tourism industry
during COVID-19 Pandemic” this study will cover the potential factors that affect the
hotel guest’s change of behavior in the hotel and tourism industry. We will conduct a
survey of our primary subjects consisting of one hundred (100) target respondents which
are young adults that are commonly hotel guests ranging from ages 21-40 years. The area
of this study will limit hotels within Metro Manila that are open to accommodate guests
during the GCQ and MGCQ Lockdown. Moreover, our respondents will be purposely
selected by referring to how they are actively staying in hotels, dividing them from
Family to Solo and A-Listers guests. These respondents are marked as commonly

individuals and groups that are staying in hotels. The scope of this research will circle
only on the behavioral changes on hotel guests in the tourism industry in pandemic.
Definition of Terms
Behavioral
The range of actions and mannerism made by systems or artificial entities in
conjunction with their environment, which includes other systems around as well
as physical environment, conducts oneself or behaves.
Covid - 19
A disease caused by a new strain of coronavirus CO for corona V for virus and D
for disease and this disease was referred from 2019 novel coronavirus ( Covid -
19)
Disease
Any harmful deviation from the normal structural or functional state of human
organism, unhealthy condition in a person, animal of plant which is caused by
bacteria or infection, certain signs and symptoms and differing in nature from
physical injury.

Economic Growth
The increase in the inflation adjusted market value of the goods and services
produced by an economy overtime, staticians conventionally measure such
growth as the percent rate increase in real gross domestic product.
Hotel Guests
A person whose name and address is registered on the registry maintained by the
hotel and who is the occupant of a room of the hotel.
Hotel Industry
Section of the service industry that deals with guest accommodation or lodgings,
refers not only hotels but also many other forms of overnight accommodation,
including hostels, motels, inns and guest houses.
Outbreak
Sudden increase in occurrences of a disease in a particular time and place,
epidemics for infectious disease as well as disease with environment origin.
Pandemic

Very wide spread affects whole region, a content or the world due to a susceptible
population, high degree of mortality in other word death.
Travel Ban
Preventing people from traveling somewhere, especially preventing a particular
person or group from entering a particular country.
Tourism Industry
The set of industries which facilitates by providing infrastructure and products
and services and make possible travelling for different purposes and travelling to
places of leisure and business interests
World Health Organization
A part of the United Nations that deals with major health issues around the world,
they set standards for disease control, health care and medicines, conducts
education and research programs and publishes scientific papers and reports.
ACRONYMS
● COVID-19

CO stands for corona, V for virus, and D for disease. Formerly, this
disease was referred to as '2019 novel coronavirus'
● GCQ
General Community Quarantine is implemented by the government of the
Philippines through its Inter-Agency Task Force on Emerging Infectious
Diseases (IATF-EID).
● MGCQ
Modified General Community Quarantine is implemented by the
government of the Philippines through its Inter-Agency Task Force on
Emerging Infectious Diseases (IATF-EID).
● WHO
World Health Organization
● IATF
Inter-Agency Task Force
● FSHO
Functional State of Human Organism
● IATF-EID

Inter-Agency Task Force on Emerging Infectious Diseases
CHAPTER II
REVIEW OF RELATED LITERATURE
This chapter discusses the different literatures and studies related to our research and its
components. This chapter includes the overview of hotel and tourism industry on the
behavioral changes of the guests. This also shows the employees and customers if they

are organized following protocols and regulations and monitoring the behavior of our
people in any hotels and establishments of checking in, this is also checking the survival
of the hotels business and rating of the customers needs, the pandemic gave them a big
impact and challenges while facing the situation.
Foreign Literature
Perceived health risk. In consumer research, the theory of perceived risk refers to
that consumers perceive risk in their decision-making behaviors because of the
uncertainty that can potentially cause negative consequences. Thus, perceived risk
equals to the probability of consequences occurring, multiplied by negative
consequences of poor brand choice perceived risk is derived from unanticipated
and uncertain consequences of an unpleasant nature resulting from product
purchases conceptually, perceived risk is highly associated with perceived
uncertainty. A body of research views both concepts as the same construct;
perceived risk is a consumer’s subjective feeling of uncertainty However, other
research focuses on a distinction between them; risk perception is composed of
two components, such as uncertainty and adverse consequences of buying a
product or service. The present study views uncertainty as the cause of perceived
risk; higher degrees of uncertainty about products or services makes customers
perceive higher degrees of risk. Technology innovation as a risk-reduction
strategy Risk-reduction strategy refers to a process by which consumers seek to
reduce the perceived risk and uncertainty involved in the purchase of a product or

service When the level of perceived risk exceeds the levels that consumers find
acceptable, they adopt risk-reduction strategies to make a better decision in
purchasing while various types of risk-reduction strategies are proposed, such as
purchasing branded products or insurance, testing products, using money-back
guarantees, and seeking endorsement from trusted sources historically, most
consumer research has focused on consumer information seeking from formal,
informal, and buyer-oriented sources By processing information, consumers can
reduce uncertainty of an unsatisfactory decision by evaluating consequences of
purchasing a particular product While some travel risks based on epistemic
uncertainty can be reduced by acquiring further information during decision-
making, it is equally important for hospitality and tourism marketers to
concentrate on improving perception of safety and reducing customers’ anxiety
levels by implementing managerial risk-reduction strategies for health risk.
Shin, H. & Kang, J. (2020) Reducing perceived health risk to attract hotel customers in
the COVID-19 pandemic era: Focused on technology innovation for social distancing and
cleanliness.
Local Literature
In San Pablo City, tourism is one of the most significant sectors in their economy that
provides revenue and employment. Due to the global pandemic, the tourism ecosystem
collapsed. It brought major changes to how people live and view the perspectives of
travelling. Due to the challenges brought by the outbreak of COVID-19, Small and

Medium-sized Enterprises (SMEs) face a threat of business collapse. Numerous countries
are now moving into a new phase in battling the global pandemic while taking into
consideration how to find opportunities and recover the tourism economy. According to
the impact assessment study conducted by DOT through a survey across the industry
sector, 82.5% responded that their income or livelihood from the tourism industry was
directly affected by COVID-19. The seven lakes offer several opportunities for the
residents such as catering tourism services, practicing aquaculture, and conducting other
livelihood programs. In the current times of COVID-19 pandemic, tourism had been
affected as total lockdown in the area was imposed. A total shutdown of small businesses
and a drastic effect on the employment of the local residents that rely mainly on the
tourism of the lakes brought major challenges on their daily lives.
The tourism industry not only in San Pablo City but in the entire country through the
Department of DOT is conducting a series of webinars since the start of the pandemic in
preparation for the new normal for the continuous operation of all its tourism
establishments in the country. The Tourism Response and Recovery Plan (TRRP) of the
DOT in coordination with the Tourism Council of the Philippines, and through the
consultation with the World Bank aims to address and mitigate the prolonged impact of
the COVID-19 crisis. According to the Tourism Secretary of the Philippines, “the TRRP
seeks to protect workers and businesses during and post-pandemic, enable the
government and private sector to work cohesively towards a sustainable and resilient
tourism industry.” This allows some of the LGUs to gradually reoperate some business

with safe standard protocols in other areas with low risk or zero cases of COVID-19
promoting domestic tourism.
Magcale-Macandog, Damasa B., Predo, Canesio D., Campang, Joseph G., Pleto, John
Vicent R., Perez,, Ma. Grechelle Lyn D., Larida, Nethanel Jireh A., Natuel, Fatima A.,
Quiñones, Sarena Grace L., & Cabillon. Yves Christian L. (2021) Environmental
Resilience and Transformation in Times of COVID-19. Elsevier
Foreign studies
At the beginning of 2020, covid-19 pandemic outbreak appeared from every country, the
hotel industry experienced bankruptcy and lost revenue. But some hotels have adopted
policy changes and to keep their establishment running. These changes are to keep their
employees and guests safe. Nowadays, hotel guests no longer look for a nice room or
food. Instead, they are concerned with the hotel safety protocols such as social
detachment, hygiene and how the hotel will manage their safety as a guest.
Now, as the COVID-19 pandemic shows little sign of taking a break, travelers are no
longer scrutinizing blue flag beaches. Instead, they’re worried about the endless red flags
being raised, with hygiene, social distancing and safety at the top of their list of concerns.
The last few months have seen tremendous change as hotels, serviced apartments,
aparthotels and resorts implement measures predominantly focused on hygiene to
reassure employees and guests that it’s safe to return. (Daryl Wing, 2020)

Researchers from the Universities of East Anglia (UEA), Bath and West of England say
by giving priority to shared emotional responses to risks, guests are more likely to
‘humanise the hotel’.
Unexpectedly, stay at home and lockdown is a safety protocol of the government.
Because of these protocols many people crave the opportunities to go outside to get
sunshine and some fresh air. Hotel conducted an online research and online survey on
how to attract guests during a pandemic. They learned people are bored staying at home
over a long period of time. So they take advantage and grab the opportunity to rise up
again. People crave outdoors, they want to be able to see and meet their family, loved
ones and friends outdoors. So the hotel industry pushes their capability to offer this
instantly such as golf, swimming, picnic, camping, etc., but the safety of their guests and
employees is their top priority. (Wing, Daryl 2020)
LOCAL STUDIES
Covid 19 outbreak appeared from China and other countries are involved as well as
Philippines also experiencing bankruptcy due to this situation most employees are
decreasing in each hotel to follow protocols and regulations, but the same thing also that
they adopted policy changes and establishments run, these policies will make employees
and guests to be safe. All staff of the accommodations will comply with basic protective
measures against covid 19, this is a must for all guests and employees in each hotel.
Some guests look for better hotel to stay for them will acquire of what will be there needs
while the quarantine is on process. Some hotels are not fully operated or unattended,

sometimes there are hotels motels of no disinfectant, no protocols to follow, unproper
hygiene and lack of needs and cleanliness.
The behavior of the guests and employees in a hotel runs smooth and follows health
protocols within the present status of quarantine, this will not be removed for our
safeness of our guests and employees, but we cannot avoid the emotional responses risk,
guests are more likely to humanize hotel. For some guests that cannot stay or no rooms to
book its better to stay home this is from the government but some people want to go
outside to seek out places, air and image of our places and this results that even staying at
have can lead you to stubborn situation, so they will still explore outside, if they will,
safety equipment’s are required such as face shield, facemask and ID to proof that they
are not below age of 20 and also a pocket alcohol, this will help them be protected from
the virus and they can have also a chance to meet friends and loves once they just have to
follow the basic health protocols and no problem will be created. , The flexibility and
agility are two critical needs in the tourism industry in Philippines.
Schmid, N., Ciurea, A., Gabay, C., Hasler, P., & Fehr, J (2020, June 30) Travel patterns,
risk behaviour and health problems of travellers with rheumatic diseases compared to
controls: A multi-centre, observational study.
Jongsik Yu, Kyeongheum Lee, Sunghyup Sean Hyun (2021, Jan 13) Journal of
Hospitality and Tourism Management.
Synthesis

Behavioral Changes of Hotel Guests has a big influence in the Hotel and into other
guests. It also affects how they are going to provide the hotel guests a good quality and
comfortable of stay during this Covid-19 pandemic, their behavioral changes as a hotel
guests will show how it will affect to the hotel. Many of us are in the primary of life
wherein we lack knowledge about this pandemic most especially in handling this
pandemic. Behavioral Changes of Hotel Guests topics such as Guest engagement, Guest
Shifting Priorities, Impacts on Hotel and Surviving strategies were viewed to be
important to know how fewer transactions of guests to the hotel, how guests have a high
satisfactions and high priorities in this time of pandemic, and on how the hotels surviving
this pandemic despite of fewer guests. Individuals must not only look after what they
know about the Impacts to the hotels and the behavioral changes of guests but also to
distinguish why they need to know the impacts of this pandemic to the hotel and as a
hotel guests because it shows how the hotels handling this pandemic and show that this
pandemic really changes the behavior of the hotel guests. Having knowledge in the Hotel
Industry enables us to have a knowledge about what is the impact of the behavioral
changes of hotel guests in the hotel and to gain information about the hotel guests
behavior changes during this Covid-19 pandemic.

CHAPTER III
METHODOLOGY
This chapter discusses the research design that used for this study. In this phase this
shows that how we will conduct a survey to guests and employees to each hotel, this will
help us and will have a big opportunity to get the behavior reaction of our guests and
employees. It includes the participant of the study and research instrument that used in
data gathering for the fulfillment of this study.
Research Design
This research was descriptive study of perceived level of accuracy and usefulness.
Descriptive research is the one chosen by the researcher because it is accessible during
this time of pandemic. Quantitative research is the process of collecting and analyzing

numerical data this method design is most data available from participants. The
researchers use this research design to identify the demographic profile of the student
according to their Gender, Age, Employment Status, and Number of years in the
company. The Quantitative research attempted to evaluate the various behavioral changes
of a hotel guest.
Participants of the Study
The participant in this study is the 3 rd year. student from Lyceum of the Philippines
University Manila taking Bachelor Degree of International Hospitality Management. The
number of the respondents is composed of one hundred participants targeting college
students, hotel guests, and employees. The research will provide survey questionnaire and
will choose it randomly through the use of social media such as Facebook and Instagram.
Each individual chooses whether to participate or not. Since the instrument is
confidential, there was no determination whether entire team participated.
Population, Sample Size and Sampling Technique
To choose the best participants in conducting the study, the researchers came up
in choosing the number of participants who selected themselves into the sample. This
sampling technique is a specific type of non-probability sampling method that relies on
data collection from population members who are conveniently selected themselves to be
a participant into the sample.

Research Instrument
The researchers used different instruments for the succession of this
research. Journals coming from the internet were helpful in conducting the Review of
Related Literature. Articles that came from different countries that were uploaded in the
internet were also a big help. Lastly, conduct survey for the hotel guests and hotel staffs
that had a big impact on gathering data to the said study. This research study was
successfully finished using the said research instruments.
Development of Instrument
The instrument utilized was a researcher-made survey questionnaire based using
the different literatures and studies gathered related to the study. It was mandated to
obtain valid responses from the 3rd year tourism and hospitality students of LPU Manila
on their perception about the perceived challenges and impacts of COVID-19 on the
behavior of a hotel guests. The survey questionnaire was validated by experts from
tourism and hospitality management.
The instrument is divided into four parts: The first part is the demographic profile
of the respondents which is the hotel guests. It was subcategorized according to gender,
age, status, and employment. The second one is the impacts of covid-19 to the behavior
of the hotel guests.

Validation of Instrument
Before being pre-tested to the respondents, the researchers consulted two different
professionals who are knowledgeable in Hospitality Industry. The two validators come
from LPU Manila, Dr. Rovena Dellova handled the practicum placement for Hospitality
programs in LPU Manila and served as Operation Head at Palm Group of Hotels School
where she is hands-on in the placement of interns. Prof. Gilbert Wesley has been in the
academe for 7 years as a part-time faculty member in LPU Manila and Cavite. He is
currently full-time Quality Assurance Officer in DNATA Inc. Philippines a fully owned
subsidiary ground services provider in Ninoy Aquino International Airport.
Pretesting of the Instrument
The research instrument was pretested to thirty (30) random tourism and
hospitality student of LPU Manila who are currently enrolled in MyLPU e-Learning. The
researcher did the pre-testing to ensure that all the questions on the instrument are correct
and undergo for examine.
Data Gathering Procedures

The researchers determine the focus of the study on the potential factors that
affects the behaviour of the hotel guest in tourism industry during the pandemic era. The
researchers collect data by conducting survey.
The researchers initially prepared a letter of request in order to obtain the needed
permission in conducting the survey. The researchers constructed a questionnaire
checklist, validated by the professor of the subject. When the questionnaires are
validated, the researcher will distribute them to the targeted respondents. The researchers
distributed the said questionnaires in hotels within Metro Manila that accommodates
guest during the Pandemic. Upon distribution the researchers explain their objectives and
some terms for a better understanding of the respondents. The respondents are also
requested to answer the questionnaires honestly, for a more accurate result. After the
respondents answered, the researchers collected the questionnaires and tallied the date for
interpretation.
Research Ethics
The study will be subject to certain ethical issues. By ticking the tab and filling
out the questions that will demonstrate their understanding and approval before
responding to the survey, respondents will be given a written acknowledgement of
participation in this research through a consent letter. The objective and intent of the
study, risk and discomfort, voluntary participation, exclusion, confidentiality, inquiries

about the analysis and the acceptance of the participants are included in the informed
consent.
Data Analysis
The Data gathered by the researchers through the use of Scale Range would be
constructed and test using by rating. It is a display of data that observations that exist for
each data point or grouping of data points. Researchers monitor the survey question via
google from personally to ensure that respondents answered the questionnaire
completely.
Rating scale were used to evaluate how generally respondents experienced global
pandemic. Study inquired that using surveys to determine how respondents reacts to the
global pandemic not just guests but employees also.
Data Analysis To analyze that data of this study, the researchers will use the
percentage and frequency distribution method.
Formula:
Where: P = Percentage
f = Frequency
n = Total number of respondents

Weighted. This will be used to assess the level of satisfaction. To answer
Statement of the Problem on evaluation of the hotel guests, weighted mean will be used:
Formula:
Where: = Weighted mean
= Summation
fx = Frequency
N = Total number of respondents
The following Scale and Range with their corresponding verbal interpretation were used:
Scale Interval Interpretation
5 4.5 – 5.0 Very Desirable
4 3.5 – 4.5 Desirable
3 2.5 – 3.5 Neutral
2 1.5 – 2.5 Undesirable
1 1.0 – 1.5 Very Undesirable

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Justin N. Froyd (2020) HOW THE CORONAVIRUS WILL CHANGE THE HOTEL
GUEST BEHAVIOR? On May 18,2020
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Del-Aguila-Arcentales, Jaime A.Yáñez (2021) Hospitality workers’ COVID-19 risk
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/science/article/pii/S0278431921000785
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QUALITATIVE ASSESSMENT OF THE RESEARCH INSTRUMENT
TO: Dr. Rovena Dellova

Faculty, CITHM
Dear Dr. Dellova,

Based on your expertise in Hospitality Industry, you are chosen as juror to provide
qualitative review of the research instrument of the study entitled: Behavioral Change of
Hotel Guest in Tourism Industry during COVID-19 Pandemic. Please evaluate the overall
research instrument and rate whether an item is Essential [E], Useful but not Essential
[U] and not Necessary [N].
Thank you very much for your support.
Very truly yours,
Comia, Angelo P. Moreno, Jayson A.
Tan, Allen J. Umali, Peter Brian U.
Molina, Mervin C.
Noted:
Mr. Gilbert Wesley P. Gallardo

Research Adviser

Statement of the Problem
1. The demographic profile of hotel guests according to:

a. Age.
b. Gender
c. Profession
d. Employment Status
e. Number of years in the company
2. What are the various behavioral changes of hotel guests during covid 19
pandemic?
3. What are the advantages and disadvantages of behavioral changes of hotel guests
during covid-19 pandemic?
BEHAVIORAL CHANGE OF HOTEL GUESTS IN TOURISM INDUSTRY DURING

COVID-19 PANDEMIC
Part 1: Demographic profile
Name: (Optional)
Age:
 18-24
 25-30 E U N
 31-39
 40-above
Gender:
 Male
 Female E U N
Nationality:
 Filipino
 Chinese
 Japanese
 Korean E U N
 American

 Others (Specify)
Status:
 Education:
 Elementary Graduate
 Highschool Graduate E U N
 College Graduate
 Post Graduate
Employment:
 Working
 Non-Working
 Student E U N
 Part time
Number of years in the company:

 0 years
 1-5 years
 6-9 years E U N
 10 years – above
Part 2: Various behavioral changes of hotel guests during covid 19 pandemic.
1. Will you go again to the hotel during this Cocid-19 pandemic? E U

N
Yes or No?
2. Do you think going to the hotel this time of Covid-19 pandemic is comfortable?
Yes or No?
3. Is it necessary to stay on the hotel during this time of pandemic? E U

N
Yes or no?
4. Do you feel safe in staying in the hotel this pandemic? E U

N
Yes or No?
5. Do other guests enjoy there stay during pandemic? E U N

Yes or No?

6. Did you stay at the hotel during this Covid-19 pandemic? E U

N
Yes or No?
7. Rate your experience on the hotel where you stay on the level of the desirability
as 1 as the lowest score representing “very undesirable” and 5 as the highest
score representing “very desirable”.
Legend
Very Undesirable – VU
Undesirable – U
Neutral – N
Desirable – D
Very Desirable - VD
VU U N D VD E U N
Determinants
a. Rate the hotel in handling the

guidelines conducted with the
IAFT.
b. Rate the employees on their
service to the guests during this
pandemic.
c. Rate the behavior of the other
guests during your stay.
d. Rate the behavior of the
employees that assist you
during your stay.
e. Rate your behavior as a guest
during your stay.

Part 3: Advantages and Disadvantages of behavioral changes of hotel guests

during covid-19 pandemic
Legend:
Strongly Disagree - SD
Disagree - D
Agree - A
Strongly Agree - SA
SD D A SA E U N
Determinants
a. Will you be affected on the

behavioral changes of hotel guests?
b. Will social media help on getting

information of every guest before
booking to a hotel?
c. Do you feel comfortable on staying

to the hotel right now?
d. Will you be more aware on your

safety during your stay at the hotel?
e. Will you use room service at the

hotel while staying during this
Covid-19 pandemic?
f. Do you think the behavioral changes
of hotel guests can affect the other
guests of the hotel?
Validator Profile

Dr. Dellova is a licensed teaching professional who is eager to provide education based
on real life examples and innovative learning styles. She is full time Faculty handling
tourism and hospitality subject at Lyceum of the Philippines University Manila. She
graduated of Doctor in Education Management at Polytechnic University of the
Philippines. She also handled the Practicum placement for hospitality programs in
Lyceum of the Philippines University Manila and served as Operation Head at Palm
Group of Hotels School where she hands-on in the placement of Interns.

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LYCEUM OF THE PHILIPPINES UNIVERSITY MANILA

BEHAVIORAL CHANGE OF HOTEL GUESTS IN TOURISM

COLLEGE OF INTERNATIONAL TOURISM AND HOSPITALITY MANAGEMENT 0

THE PROBLEM AND ITS BACKGROUND

The World Health Organization declared the COVID-19 outbreak on 30 January

2020. The first Covid-19 disease was recognized in Wuhan, China on 31

consequently the number of people affected by this virus is increasing rapidly

around the world day by day.

resulted in many tourism and hospitality industry businesses closing their

Due to increasing numbers of affected this study represents the behavior of

of customers and limiting the movements each person.

Background of the Study

COLLEGE OF INTERNATIONAL TOURISM AND HOSPITALITY MANAGEMENT 1

even in times of pandemic The employee is properly trained including wearing a

the increased number of those affected by the disease of covid-19 government

decided to establish the General Community Quarantine (GCQ) and Modified

Community Quarantine (MGCQ) to prevent the spread of the virus, because of

include their age, purpose of stay and their behavior.

Statement of the Problem

1. The demographic profile of hotel guests according to:

COLLEGE OF INTERNATIONAL TOURISM AND HOSPITALITY MANAGEMENT 2

e. Number of years in the company

during covid-19 pandemic

Objectives of the Study

1. The demographic profile of hotel guests would be according to Age,

Gender, Profession, Employment Status, and Number of years in the

2. To assess the various behavioral changes of hotel guests during this

3. Analyze the advantages and disadvantages of behavioral changes of

hotel guests during covid-19 pandemic.

COLLEGE OF INTERNATIONAL TOURISM AND HOSPITALITY MANAGEMENT 3

Figure 1. Theoretical Framework

SOCIAL COGNITIVE THEORY

reciprocal determinism. environmental factors represent situational influences and

COLLEGE OF INTERNATIONAL TOURISM AND HOSPITALITY MANAGEMENT 4

environment in which behavior is preformed while personal factors include instincts,

drives, traits, and other individual motivational forces.

THE HEALTH ACTION PROCESS APPROACH (HAPA)

Is a psychological theory of health behavior change, developed by Ralf Schwarze,

Professor of Psychology at the Freie University Berlin.Health behavior change refers to a

replacement of health-compromising behaviors such as sedentary behavior by health-

THEORY OF PLANNED BEHAVIOR

perform the behavior. Intention is determined by an individual’s attitudebeliefs and

by an individual’s perceived behavioral control, defined as an individual’s perceptions of

their ability or feelings of self-efficacy to perform behavior

TRANSTHEORETICAL (STAGES OF CHANGE) MODEL

COLLEGE OF INTERNATIONAL TOURISM AND HOSPITALITY MANAGEMENT 5

The transtheoretical model proposes change as a process of six stages.

maintain their behavior.

COLLEGE OF INTERNATIONAL TOURISM AND HOSPITALITY MANAGEMENT 6

Figure 2. Research Paradigm

increased number of those affected by the disease of covid-19 government decided to

COLLEGE OF INTERNATIONAL TOURISM AND HOSPITALITY MANAGEMENT 7

hotel guest and how it also impacts on hotels.

during COVID-19 Pandemic” has expected outcome on the following hypothesis.

H0₁ There is no significant effect of COVID-19 Pandemic that affects the

Behavioral change of the hotel guests.

the Behavioral change of the hotel guests.

Significance of the Study