Customer Satisfaction with the

Service of Bed and Breakfast in

Malaybalay City

Lianne I. Daga-ang
Sherr Elbereth S. Daniot
Michaela Amor O. Manalo
Kemberly G. Omarol
Jhon Dave G. Tero
Myca L. Villamor
 Introduction

Customer satisfaction is a top indicator

of customer loyalty and it increases
chances for repeat them to go back to the
certain place. When you provide good
customer service, customer satisfaction
rises.

Grade 12 Research Conference 2023

2022
 Research Questions
The study attempted to determine the
customer satisfaction on Bed and Breakfast
services in Malaybalay City.
Specifically, it sought to answer the following
questions:
1. What is the level of satisfaction of the
customers in Bed and Breakfast services in
Malaybalay City?
 Scope and Delimitation
The study focused on Customers
satisfaction on bed and breakfast services
in Malaybalay City. This study was
conducted in 3 selected bed and breakfast
establishments in Malaybalay City, these
are Yellow Petals, 1st Avenue and Haus
Malibu.
 Research
Research Design
Instrument -
- Descriptive
Adapted
Research Design
Questionnaire

Data Analysis -
Research Locale Analyzed and
- Yellow Petals, Interpret
1st Avenue and through mean
Haus Malibu and standard
deviation

Research Data Collection

Respondents - Method-
Customers of Modified Likert
Bed and Scale
Breakfast
 Research Findings
STATEMENT MEAN SD QD
1 Clean, neat, and adequately 3.6 0.72 VS
dressed workers.

2 Serve consistent-quality 3.3 0.64 S

meals and beverages.
3 Give you a visually 3.4 0.57 VS
appealing room.
4 Have decor that matchesits 3.4 0.57 VS
image and price range.
5 Have visually appealing 3.4 0.63 VS
lobbies and public areas of
your building.
AVERAGE 3.4 VS
 Research Findings
STATEMENT MEAN SD QD

1. Provide prompt and quick service. 3.5 0.731083277 VS

2. Have staffs that can assist where 3.3 0.808716878 S

lines are present.

Have employees who go above and 3.4 0.681445387 VS

above to handle your particular
requests.

OVERALL 3.4 VS
 Research Findings
STATEMENT MEAN SD QD
1. Have personnel who seem well- 3.5 0.50 VS
trained, competent and
experienced.
2. Make you feel comfortable and 3.6 0.56 VS
confident in your dealings with
them.
3. Seem to give employees 3.5 0.63 VS
support so they can do their jobs
well.
4. Have personnel who are both 3.3 0.89 S
able and willing to give you
information about hotel and
outside services.
5. Have knowledgeable phone 3.5 0.63 VS
reservations who answer your
questions completely.

OVERALL 3.4 VS
 Conclusion/s
The level of bed and breakfast services in
Malaybalay City is very satisfied. Having a clean,
neat, and adequately dressed workers; providing
prompt and quick service; and having a
personnel who seem well-trained, competent
and experienced are the factors that makes the
customer satisfied.
 Recommendation/s

1. Since, the researcher determined the satisfaction rate

and been proven, the next researcher should determine
and compare if price is important than the services.
2. A similar study must be conducted to a larger group of
respondents to determine if the same findings will be
established
3. A similar study must determine the implementation of
the services if the customers met the services they seek
and want.
 References
Association of Independent Hospitality Professionals (2017) - The
Industry is growing.
https://www.odysys.com/blog/study-the-state-of-bbs-in-the-u-s/

Berry and Haeckel (2002)- Guest Experiences of Service Quality in

Bed and Breakfast Establishments in East London, South Africa
https://www.researchgate.net/publication/
282862550_Guest_Experiences_of_Service_Quality_in_Bed_and_Br
eakfast_Establishments_in_East_London_South_Africa

Chang et al (2017)- Service Quality and Customer Satisfaction in the

Post Pandemic World
https://www.frontiersin.org/articles/10.3389/fpsyg.2022.842141/
full