Customers' Satisfaction Towards Formulated Strategies of Resorts: An Analysis

PANPACIFIC UNIVERSITY NORTH PHILIPPINES-TAYUG CAMPUS
Lopez Jaena St. Tayug, Pangasinan
Basic Education Department
CUSTOMERS’ SATISFACTION TOWARDS FORMULATED STRATEGIES OF

RESORTS: AN ANALYSIS
In partial fulfilment of requirements for Research
in Daily Life 2
Researchers:
BONDOC, Janine R.
DE GUZMAN, Tonirose C.
DIVINA, Medela B.
TORIO, Kristine Kaye R.
SOTTO, Amentohep M.
October 2018
APPROVAL SHEET
This thesis entitled “CUSTOMERS’ SATISFACTION TOWARDS

FORMULATED STRATEGIES OF RESORTS: AN ANALYSIS” prepared and
submitted by Janine R. Bondoc, Tonirose Chrisell C. De Guzman,
Medela B. Divina Amentohep M. Sotto and Kristine Kaye R. Torio
in partial fulfilment of the requirements in Research in Daily
Life 2, has been examined and is recommended
for______________.
CHRISTIAN A. EVANGELISTA
Adviser
____________________________________________________________
PANEL OF EXAMINERS
Approved by the Committee on ____
Accepted and approved in partial fulfilment of the

requirements for the Research in Daily Life 2.
CHRISTIAN A. EVANGELISTA
Adviser
ACKNOWLEDGEMENT
Before anyone else, we, the researchers want to offer
this paper of hardships, efforts and perseverance to our
Almighty God above. He bestowed everything we need, the
strength, wisdom, hope and guidance to successfully finish
this journey.
The researchers wishes to extend their gratitude and
appreciation to all the respondents who willingly lend their
time in answering the questionnaires. Without them,
conclusions and realizations would not be made possible.
Moreover, to the Panels headed by our research adviser
Mr. Christian A. Evangelista, Mr. Cyrel M. Malinab, the
University Statistician, Ms. Gleenmore Pasamonte, our
classroom adviser, Ms. Mylene Almario, Mr. Romell Divina and
Mr. Elmar Fernando who kept all their senses towards our group
consistently right from the front page until the last page of
this research. This research would not be accomplished if
without all the guidance, supports and efforts from you
teachers. Thank you and we salute you.
To our family, you provided us the unconditional love,
care and support throughout this amazing journey. To our
friends and classmates, thank you for motivating us in
hilarious way yet powerful enough to boost our determination.
Thank you very much, may God showers you a never-ending
blessings for helping us.

DEDICATION
This thesis is dedicated to my parents, for always being
there whenever I need someone to talk to with my problems;
for the unconditional support and love and for always
reminding me to always work hard for the things that I aspire
to achieve. And also to my siblings, who have always been the
constant source of support and encouragement during the
challenges I faced during this semester. To my co-
researchers, who give their whole time in accomplishing this
thesis, for the ideas we have shared to each other, and for
the lessons we have learned in the challenges we faced
together.
Janine R. Bondoc
DEDICATION
First of all, I want to dedicate this research study to
our Almighty God for guiding us in doing this research and for
giving us the strength to do our part. Also I dedicate this
to my Mama and Papa for always supporting me, and for always
giving me extra money for unforeseen expenses. Second, to our
leader and co-members, for helping me and accepting me to be
one of their members. And lastly, our Research Adviser, Mr.
Christian Evangelista for being one of the coolest teacher
ever. Because of him, I experienced how difficult defense was,
but at the same time an exciting one.
Tonirose Chrisell C. De Guzman

DEDICATION
First and foremost, I want to dedicate this research
study to our almighty God. His presence and guidance embraces
us throughout the process of accomplishing this given task.
Secondly, to myself and my co-researchers. This study
strengthens our bond as one team. Together, we were able to
conquer the difficulties and downfalls we have encountered in
this journey. Those overtimes and sleepless nights will soon
be paid off. Particularly, aside from the knowledge I gained,
no matter how rough the road is, still, wonderful prize is
waiting for us. Also, to my ever hardworking parents who
always give me hope and cheer everyday, thank you for lifting
my head when I’m about to bow down and give up.
Moreover, to Mr. Christian Apigo Evagelista. Thank you
Sir CH, for the loads of guidance, corrections and
understanding. For providing us all the information essential
for our study. To Mr. Cyrel Manzano Malinab, thank you for
lending us your ears and time during consultations. You showed
us that there is still hope for a paper with full of errors.
Lastly, the panellists who lend their time and ears just to
make sure that our research paper will flow successfully.
Thank you teachers, I salute you.
Medela B. Divina
DEDICATION
I want to dedicate this research to my family because of them
I am here to study hard and to participate in this research.
They are also my motivation in all of my subject and on this
thesis. Especially to my mother who work abroad just to sustain
the financial support. I also want to dedicate this to Sir Cyrel
M. Malinab and Sir Christian A. Evangelista because without them
we cannot fulfill this study. They pushed and encourage us to
study hard and to finish this thesis successfully.
Lastly, to my group mates, I want to thank them because
without their presence we cannot push this thesis and for those
who have offered themselves to help whole heartedly in the
fulfillment of this study.
Kristine Kaye R. Torio

DEDICATION
I dedicate this study to my family because they are my source
of strength even though we are far from each other. They keep
on reminding me that someday, all my sacrifices will be worth
it. Also to my co-researchers, thank you for an amazing
journey of learning and conquering obstacles in accomplishing
this task. Lastly, the teachers who wholeheartedly lend their
time and guidance.
Amentohep M. Sotto
ABSTRACT
Tourism has become an important sector for the growth
and development of country’s economy. Its main benefits are
income creation and generation of new jobs. The Philippines’
rising appeal as a tourist destination is undeniable. Resort
is the leading spot for vacationers. People travel for all
kinds of reasons, adventure, relaxation, or escape
(travelmaestro).
The researchers employed a quantitative approavh
specifically a descriptive method as fact-finding to describe
the gathered data. Purposive sampling was also used to
guarantee grater validity. The locale of the study is
Natividad Pangasinan. Indirect method was used through a
questionnaire administered on one-hundred respondents.
Average weighted mean was also used to obtain the mean in
order to determine the satisfaction level of respondents
towards the resorts.
Furthermore, the researchers used Anova to determine the
significant difference between resorts formulated strategy
and level of satisfaction.
Majority of the five resort failed to satisfy the
satisfaction level of respondents towards advertising style
and fell under somewhat dissatisfied. Probably because all
the five resorts were located in remote areas. Affordability,
sanitation and accessibility are the leading factors why
customers visit the resorts.

TABLE OF CONTENTS
TITLE PAGE i
APROVAL SHEET ii
ACKNOWLEDGEMENT iii
ABSTRACT iv
DEDICATION v
TABLE OF CONTENT ix
LIST OF TABLES x
LIST OF FIGURES xi
Chapter I: The Problem
Background of the Study
Theoretical/ Conceptual Framework
Statement of the Problem
Chapter II: Design and Methodology
Research Design
Population and Locale of the Study
Data Gathering Tools
Data Gathering Procedures
Treatment of Data
Chapter III: Presentation, Analyses and Interpretation of
Data
Research Design
Treatment of Data
Chapter IV: Conclusion and Recommendation
Conclusion
Recommendation
References Appendices
Appendix A: Questionnaires
Appendix B: Sample Computations and Table
Appendix C: Letters
Curriculum Vitae
LIST OF TABLES
Table 1: Satisfaction level of respondents towards the

descriptors of formulated strategies at Summer Park.

descriptors of formulated strategies at Sirok Manga.

descriptors of formulated strategies at Ferrer’s Resort.

descriptors of formulated strategies at Cramby’s Pool.
descriptors of formulated strategies at San Mac Pool.
Table 6. Complete data gathred of the satisfaction level of
respondents towards the descriptors of formulated strategies
at Summer Park.
Table 7. Complete data gathered of the satisfaction level of
at SM Resort.
at Ferrer’s Resort.
at Cramby’s Pool.
Table 10. Satisfaction level of respondents towards the

Table 11. Anova or Analysis of Variance between formulated

strategies and level of satisfaction.
LIST OF FIGURES
Figure 1.0: Research Paragidm

Chapter 1
THE PROBLEM
Background of the Study
Tourism is a complex phenomenon that can be
conceptualized on several levels. It can be considered
demographically. As the flow of temporary leisure migration
across international boundaries (international tourism) or
written the boundaries of a given country (domestic tourism).
It can be thought of institutionally, as the system of
enterprises ( airlines, travel companies, touring agencies,
hotels, resorts, guest houses, souvenir shops, restaurants,
theme parks, and so on)and organizations (travel association,
local and national tourist authorities, and international
tourist organizations) that process and serve that flow.
Finally, it can be conceptualized socially, as the complex of
attitudes, motivation, norms, and role models that regulate
and shape that flow into a distinct institutional domain.
Tourism has become an important sector that has an impact on
development of country economy. The main benefits of tourism
are income creation and generation of new jobs. For many
regions and countries it is the most important source of
welfare like the Philippines.
One of Philippines best assets is its 7,000 islands,
edged by white sand and buffering turquoise waters filled
with some of the world’s most diverse marine life. And most
of them are relatively unexplored. Philippines is known for
its tremendous resorts typically rooted over in a place where

the touch of nature is abundant. The Philippines’ rising
appeal as a tourist destination is undeniable. International
tourist arrivals to the Philippines rose by 16.1% to 1.4
million visitors for the period January-February 2018
compared to its level in the same period last year. South
Korea remained the top tourism market of the country with
25.2% share to the total Philippine tourist arrivals from
January to February 2018, with 354, 700 visitors. China was
second with 256,880 visitors in the country, followed by US
with 193, 985, Japan with 117,300 and Australia with 50,404.
The highest number of tourist arrivals in 2017 was recorded
in January at 631, 639 visitors while the lowest was in June
474, 854 visitors.
Nowadays, majority of the members of the society
especially those who are engage into stressful work or hectic
school days are craving for a place where enjoying and
partying is the main agenda. With so many amazing resorts
worldwide, resorts became the frontline for recreational and
stress reliever site particularly among those countries with
tropical and dessert climates like the Philippines. Resort is
define as a place to which people frequently or generally go
for relaxation or pleasure, especially one provides rest and
recreation facilities for vacationers. The number of resorts
in the Philippines grew in number as many Filipinos found
resorts as their comfort place and reunion time against
stressful days. People wants to forget and escape awhile from
the loads of paper works and nerve-cracking deadlines.
Resorts vary in different types. The basic types of resorts
are Beach Resorts, Golf Resorts, Island Resorts, Luxury

Resorts, Lake Resorts, Mountain Resorts, Ski Resorts, Spa
Resorts, All Inclusive Resorts, Pet-Friendly Resorts, Casino
Resorts and many more.
All- Inclusive Resorts offer this type of all-in-one
vacation. Typically charge one set price for lodging, as well
as unlimited food, drink, tips, activities and entertainment.
You end up paying one price to enjoy all you need for an
entertaining vacation. All-inclusive vacation packages also
include hotel transfers and airfare with hassle-free choices
with travellers of all ages. Beach Resorts directly located
on a major beach. They offers many exciting water activities
such as parasailing, beach volleyball, snorkelling, wind
surfing and etc. If you love golfing, you should book your
next vacation in a Golf Resort. The resort have an on-site
golf course. Golf Resort includes golf passes so guest can
play a round or two for no additional charges. Island resorts
are mostly private. Activities offered by this resort is
likewise the water activities of beach resorts. Lake Resorts
are resorts near a lake. Guest can enjoy a wide range of
water activities. Luxury Resorts are elite properties which
requires a lot of money for expenses. Guest can enjoy fully-
staffed premises with exciting daily activities, first-class
amenities and services and the best cuisine. Definitely an
expensive place to enjoy. Mountain Resorts make the customers
enjoy the remarkable scenery while staying sky-high from the
ground. Hiking, downhill, sight-seeing and other mountain
activities will make you palpitate in excite. Pet-Friendly
Resorts allow cats and dogs to stay with their owner. Some
restrict the size of the animal and includes special pet menu.
Ski Resorts are for the countries with a snow season. Spa
Resorts are for the guest who is yearning for a relaxing
massage. Casino Resorts are for those who enjoy travelling
and gambling. Here vacationers may enjoy almost every type of
betting imaginable from blackjack, craps and poker to
baccarat, slot machines and Keno. Tropical Resorts are for
those travellers choose to escape winter blues. Tropical
Resorts in the Philippines attract sun seekers who enjoy
activities under the sun.
In the Philippines the most common and popular type of
resort are beach resort, island resort and all-inclusive
resort. During peak seasons, majority of the resorts in the
Philippines especially beach resorts are overloaded due to
supreme number of customers, both local and international
tourists. The Philippines again topped the world in terms of
social media usage as the number of internet users in the
country hit 67 million people. Obviously internet is very
crucial for any types of business. Resorts promotions can be
done successfully through the help of modern and high-tech
way of advertisement and vastness of social media where
details can be posted. Dealing the triumphant advancement,
internet is a network of almost transaction system and
extremely beneficial in gathering information for online
services. Resorts that are popular, affordable and offers a
relaxing scenery tops the list. Some travellers are quite
picky, instead of how much it cost and how popular the resort
is, they tend to investigate first its service quality.
Resorts increase in demand compared to hotels. Hotels might
have finites activities to offer, unlike resorts that is

usually spread out over wider land considering more
activities for guests to partake in.
In Philippines, highly known resorts are Boracay in
Aklan, El Nido in Palawan, Dedon Island in Siargao, Samal
Island in Davao and many more. Nevertheless of what was
mention, another breath-taking attractions can be found in
Pangasinan. Pangasinan is well known for the Hundred Islands,
a popular tourist spot in Alaminos. A little further
exploring, however, will prove that the province had so much
more to offer. To highlight some, Patar White Beach in
Bolinao, Cabongaoan Beach in Burgos, Bolo Beach in Alaminos,
Tambobong Beach in Dasol, BonuanTondligan Beach and Lingayen
Long Beach in Lingayen, Tondol Beach in Anda, Sabangan Beach
in Agno and many more.Perfect for backpackers, families and
big groups on a budget. Aside from this well-known resorts in
the province of Pangasinan, lying at the foot of the Caraballo
Mountains, Natividad has become Pangasinan province’s fast-
emerging pilgrimage site and ecotourism destination. The town
features Sky Plaza, a park built on the top of the a hill in
Barangay Batchelor East, and a waterfall , which is 2
kilometers away named The Maranum Falls. Sky Plaza has a two-
story octagon shaped multipurpose hall, a chapel, a 120-meter
zip line,picnic tables and wide park parking spaces. It also
serves as base of a 287-step concrete stairway that leads to
a grotto of a Virgin Mary in the upper side of the hill, and
a little higher behind it, to a 30-foot Holy Cross. From the
Cross is the winding trail leading to the mountain top, where
a 30-foot statue of Christ the Redeemer, called “Ayatni Apo
Jesus” (God’s Love) stands. Jesus Christ’s fiberglass statue,

which was erected in June last year, is 1, 108 meters above
sea level, overlooking the town. Aside from this, Natividad
has its different resorts where you can relax and chill after
a tiring day. Sirokti Manga Resort, Ferrer Resort, Cramby’s
Resort, San Macario Pool, Summer Park Resort and other ongoing
resorts. These resorts offer a budget friendly expenses and
relaxing sceneries.
Certainly, resorts increase in demand as leading spot
for vacation. Perhaps the most distinguishing features of
resorts are the favorable climate, and wide range of
recreational activities they provide. Resorts are generally
located in less populated areas offering relief from smog and
congestion. The number and range of amenities is another
alluring feature of a resort. In today’s highly competitive
environments, the competency between owners of different
resorts are sweltering in the society. Aiming to be number
one and remain in trend, developing sophisticated strategic
plans is consider a big deal. Constructive and useful resorts
development requires a broad-based understanding of changes
taking place in the marketplace in which the business competes
or planning to compete. Formulate improvements that will make
the customers appreciate and acknowledge the resort. Such as
first-class amenities that rival many comparably-priced
hotels. These upgraded amenities are primarily located in the
guest room, bathroom or in the recreational and cultural area.
People of this generation aspire a physically fit and active
body while having vacation. Make them engage in different
sports activities or might reawaken the traditional
LarongPinoy. There are many factors that need to be considered

while selecting or choosing a resort. The affordability of
resort is one factor to count on. Lower cost for vacationing
is what they look for. Offering special discounts or
complimentary items or options to guest might make you win
their pick. Sanitation is also a factor. According to QSR
Magazine, affordability, sanitation and accessibility may be
the most important factors in attracting and keeping
customers
Resort industry is undeniably a distinctive and dynamic
segment of the hospitality industry, producing a unique
environment where travellers really want stay in and
memorable memories that visitors will love and treasure.
Theoretical or Conceptual Framework
According to travelmaestro, people travel for all kinds
of reasons adventure, relaxation, or escape. But one thing
that all travel has in common is that it is transformational.
It changes the way an individual think, how a person see the
world and feel about themselves. These are generalizations,
but let’s drill down into specifically why people love to
travel. People love to travel because it provides enjoyment.
Travel gives happiness and fills one’s mind with wonder.
Treasuring memorable moments like watching smiling children
perform their cultural heritage dance, or seeing amazing
sights like the Northern lights dancing the Arctic sky. Travel
allows everyone experience things first hand. Travel gives
lifelong memories. Discovering foreign places that will
remain in mind and eye forever. Laughing and playing with
loved ones on a family cruise creates fond memories that last

through the years. Travel takes a human being step out of the
comfort zone. New situations that will contribute to
additional learnings and enhances insights. It can be as
simple as recognizing foreign currency denominations or
something a bit more complicated like navigating a new
transportation system of a city. Travel helps reaching life
limits with physical challenges like Inca trail or
frustrating obstacle such as delayed flights. But whatever
the hurdle, aim to succeed and feel the pride of achievement.
Travel stimulates intellectual ability. Experiences broaden
one’s knowledge of the world in a way which might never learn
from a textbook and gives interesting subjects to discuss
with others. Travel serves a key to open new doors where
excellent life conclusions and life opportunities may found.
Travelling to distant places always tends to fascinate.
Tourism, as a concept, has come a long way, and the activity
has been classified into various types (and still counting).
With the development of new tourist infrastructure, and owing
to the extreme competition in the sector, several new ideas
of promoting tourism is coming up. The tourism sector today
aims to cater to the needs and preferences of all types of
tourists, and thus, seems to take into consideration of
specific areas of their interest. Therefore, today we have
plethora of tourism types and innumerable options to choose
from. Tourism can be classified in different categories. To
name a few, the first is Adventure tourism also known as
adventure travel, this kind of tourism is becoming very
popular amongst adventure seekers, who are always in the quest
of something fresh to satisfy their adrenaline rush.

Generally, adventure tourists indulge in extreme activities
such as mountaineering, hiking, bungee jumping, rock
climbing, scuba diving and so on. Birth right citizenship is
the stuff that is sought by people involving in birth tourism.
It entails traveling from one country to another, in order to
give birth so that the child automatically becomes a citizen
of the destination country. While the practice seems a little
far-fetched, it is common in countries with economic, social,
and political instability. Once their offspring become
citizens of developed nations, and thereby, gain all the
benefits. Another tourism category is called medical tourism.
It constitutes the travel of patients from one place to
another in order to acquire proper medical care and treatment.
Suicide tourism is a subset of medical tourism in which
patients suffering from incurable ailments tend to travel to
other nations where euthanasia is legal. The broadest
category of tourism that involves a socially responsible
travel to virtually undisturbed and pristine areas of natural
beauty is called Ecotourism. Travelling to places, the
primary attractions of which are flora and fauna, natural or
artificial landforms and settlement of indigenous
communities.
With advances in transportation and information
technology, even the most remote places on Earth are within
reach of the traveller. Concurring to The Nature Conservancy,
tourism is now the largest industry in the world, with nature
tourism as the fastest growing segment. Nature tourism is one
of the primary explanation why different facilities
especially resorts and hotels were being formed in a place.

These structures were built to support the needs and wants of
visitors upon their stay. Comfy and relaxing ambiance is what
they hunt for. According to Ozdemir Gocke, in choosing a
resort, travellers tend to consider the environmental quality
while making decisions upon the destination to visit. The
complex image of the resort, where the tourist has about after
visiting it, is crucial for creating loyalty and also word of
mouth advertising among visitor. Resorts, generally subject
to seasonal tourism activities, should have a positive image
through many aspect in order to attract tourist and try to
sustain it by time. Resort planning is essential in order to
shape the future and the image of the resort destination. In
addition the satisfaction of the tourist will be retained if
the tourist believes that they are getting high value from
the destination image that will determine the future of the
destination. The resort experience is intangible and the
competition among the resort destination is determined by the
image of each resort.

Input Output
Process Proposed
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2. Resort ction g a
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a. Service correla sements
Quality tion of is
b. Sanitati Respond highly
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c. Advertis Satisfa nded.
ing ction b. Regular
Style. towards check-
d. Safetine resort
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facilit
e. Affordab ted
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f. Accessib y.
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c. Place
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Figure 1.0 Research Paradigm

Statement of the Problem:
Certainly, this study aims to answer the following
questions:
1. What is the satisfaction level of the respondents
towards formulated strategies by the resorts in terms of:
a. Service quality
b. Sanitation
c. Advertising Style
d. Safetiness
e. Affordability
f. Accessibility
2. Is there a significant difference between the
satisfaction level of the respondents with the formulated
strategies of each resort?
3. What are the proposed measures to keep their name in
trend?
Null Hypothesis
There is no significant difference between formulated
strategies of each resort and satisfaction level of the
respondents.
Chapter 2
DESIGN AND METHODOLOGY
This chapter presents the methods and procedures that
the researchers used during the study. It includes research
design, population and locale of the study, scope and
delimitation, data gathering tools, data gathering procedures
and statistical treatment of data.
Research Design
The study employed a quantitative approach for the
numerical analysis of data. Specifically, using a descriptive
method. Descriptive method is a fact-finding with adequate
interpretation and simply a way to describe the researchers
gathered data by the mean that will be computed for the
satisfaction level of the customers towards the formulated
strategies of each resort at Natividad Pangasinan.
The study entitled “Customers’ Satisfaction towards
Formulated Strategies: An Analysis”. Purposive sampling was
the method used by the researchers to guarantee greater
validity. Purposive sampling (also known as judgment,
selective or subjective sampling) is a non-probability
sampling method and it occurs when “elements selected for the
sample are chosen by the judgement of the researcher. The

locale of the study is Natividad. The town of Natividad was
founded on March 7, 1902. The first inhabitants of the town
came from the neighboring towns of Pangasinan and neighboring
provinces like La Union, the Ilocos provinces and Abra which
explains why Ilocano is the main dialect of the townspeople.
It has a land area of 17,602 hectares. Became the fast
emerging pilgrimage site and ecotourism destination in the
province of Pangasinan.
As year passed by various resort have been established
in different barangays of Natividad. Summer Park resort is
located at Poblacion West. Sirok Manga resort, Cramby’s
resort and Ferrer resort were stationed at Pila Batchelor
East. Lastly, the San Mac pool located at San Macario Norte.
Obviously, Natividad is compose of numerous resort despite of
being a small town.
The target of this study is those people who have been
visited at least one of the five resorts. A total of 100
respondents, 20 people for Sirok Manga Resort, 20 people for
Summer Park Resort, 20 people for Cramby’s Resort, 20 people
for Ferrer Resort and 20 people for San Macario Pool.
The researchers created a questionnaire based on the
descriptors. The questionnaire was design to obtain the
satisfaction level of the respondents towards the formulated
strategies of each resort at Natividad, Pangasinan. The
questionnaire was compose of only one part. Part I is the
formulated strategies of the resort as basis for customers
satisfaction in terms of service quality, sanitation,

advertising style, safetiness, affordability and
accessibility.
Furthermore, this sampling is based on certain criteria
laid down by the researcher. First, people who have visited
at least one among the said resorts. Second, the respondents
might be address outside the locality of Natividad. People
who satisfy the criteria will be the target respondents.
Content validation of the instrument was made thru
professional assessment based on content validity criteria as
it was assumed that the questionnaire was valid.
Satisfaction Level of respondents about the
formulated strategies of each resort will be measured using
the liker-type scale of 4 points which you can see below and
you will about to see also the range sand the verbal
interpretation of it.
Range Scale Description Equivalent

4.50-3.51 4 Very Satisfied
3.50-2.51 3 Somewhat Satisfied
2.50-1.51 2 Somewhat Dissatisfied
1.50-1.00 1 Very Dissatisfied
The table presented above is the range that the
researchers used in each scale to arrive with the appropriate
verbal interpretation for the mean. 1.00-1.50 range is for
scale no. 1 and its verbal interpretation is very
dissatisfied. 1.51- 2.50 range is for scale no. 2 and its
verbal interpretation is somewhat dissatisfied. 2.51- 3.50
range is for scale no. 3 and its verbal interpretation is

somewhat satisfied. 3.51- 4.50 range is for scale no. 4 and
its verbal interpretation is very satisfied.
Furthermore, in order for the researchers to determine
if there is or there is no significant difference between the
set variables and satisfaction level of the respondents, the
researchers did based on the decision rule, if p value is
less than or equal to the level of significance which is 0.05
the null hypothesis will be rejected, otherwise retain.
Therefore, there is significant difference between x and y
variables.
The researcher used the indirect method. The researchers
used a written questionnaires to collect essential data for
the study.
On the other hand, the researchers consulted a
statistician and the statistician suggested that the
researchers need to use purposive sampling. Purposive
sampling is based on certain criteria laid down by the
researcher. People who satisfy the criteria are to answer the
questionnaire. It is used to determine the target population
of those who will be taken for the study. Hence, our targeted
respondent for this research are the people who already
visited at least one of the said resorts.
The researchers created a questionnaire which is under
the said variables. The proposed questionnaire was validated
by the credible validators of Panpacific University North

Philippines-Tayug to test the accuracy and validity of the
questionnaire.
The researchers prepared a letter addressed to Mrs.
Susan F. Sanidad, the headmistress of the Basic Education
Department asking for permission to go out and administer the
questionnaires/gathered data to the respected locale and
respondents.
Moreover, the researchers distributed the
questionnaires and it was disseminated to the people who have
been in the said resorts, based on their availability and
willingness to answer. The researchers ensured 100% retrieval
of the data to the target respondents of this study. After
the verification of the questionnaire, the researchers
retrieved the data for tabulation, analysis and
interpretation.
Statistical Treatment of Data
To give meaning on the data gathered, statistical
treatments were done to be able to analyse and interpret data
as follows:
The researchers used Average weighted mean to obtain
the mean in order to determine the satisfaction level of the
customer towards the resorts that have been mentioned.
Furthermore, the researchers used Anova to determine the
significant difference between resorts formulated strategy
and level of satisfaction of the respondents towards the
descriptors which includes service quality, sanitation

accessibility. Anova or Analysis of Variance is a statistical
technique that assesses potential differences in a scale-
level dependent variable by a nominal-level variable having
two or more categories. Anova test includes one-way anova
two-way anova or multiple anova depending upon the
arrangement of the data. One-way anova was used having a
formula of;
𝑀𝑆𝑇
𝐹=
𝑀𝑆𝐸
Where,
F= Anova Coefficient
MST= Mean some of squares due to treatment
MSE= Mean of some squares due to error
Formula for MST is given below:
𝑆𝑆𝑇
MST=
𝑃−1
SST= ∑ 𝑛 (𝑥 − 𝑥̅ )2
Where,
SST= Sum of squares due to treatment
p= Total number of populations
n= Total number of samples in a population

Formula for MSE is given below:
𝑆𝑆𝐸
MSE=
𝑁−𝑝
SSE= ∑(𝑛 − 1) 𝑆 2
Where,
SSE= Sum of squares due to error
S= Standard deviation of the samples
N= Total number of observation
Scope and Delimitation
The scope of the study focused to the customers or
respondents on how the descriptors affect customer
satisfaction towards the mentioned resorts in Natividad.
Which includes the: maintaining service quality, sanitation,
accessibility. Whereas, to identify the level of satisfaction
towards the different resorts in Natividad.
This study used purposive sampling which focuses to the
customers or respondents who visited the said five resorts in
Natividad.
According to the recommendation of the statistician;
the study was limited only for 100 respondents whereas of
time constraint. However, this study was inevitable that it
cannot fill in all the people who visited the five resorts.
Chapter 3
ANALYSIS, INTERPRETATION AND PRESENTATION OF DATA
This chapter presents the presentation, analysis and the
interpretation of gathered data concerning formulated
strategy and satisfaction level of respondents towards the
descriptors which includes; maintaining service quality,
sanitation, advertising style, safetiness, affordability and
accessibility in each resort.

SUMMER PARK RESORT
DESCRIPTION
DISCRIPTORS MEAN
EQUIVALENT
SERVICE QUALITY 2.99 Somewhat satisfied
SANITATION 3.00 Somewhat satisfied
Somewhat
ADVERTISING STYLE 2.31
dissatisfied
SAFETINESS 2.74 Somewhat satisfied
AFFORDABILITY 3.08 Somewhat satisfied
ACCESSIBILITY 2.93 Somewhat satisfied
descriptors of formulated strategies at Summer Park.
The findings showed the satisfaction level of 20 respondents
for Summer Park Resort through descriptors. Based on the
table, among the six descriptors, affordability gained the
highest average weighted mean with 3.08 and fell under the
description equivalent of somewhat satisfied. The remaining
descriptors also lies under somewhat satisfied except for
advertising style which garnered the lowest average weighted
mean of 2.31 represented as somewhat dissatisfied. Thus, it
implies that the satisfaction level of the respondents to
affordability of Summer Park is highly impressive and
considered as the main factor in visiting the resort which
includes entrance fee, cost of cottages or other stuffs for
rent, foods and beverages intended for sale and souvenirs.

The other factors also passed the satisfaction level of the
respondents. Meanwhile, the advertising style of the resort
did not reached the satisfaction level of the respondents. It
implies the need of formulating strategies in advertisements
for further promotions.
SIROK MANGA/SM RESORT

DESCRIPTIVE
DESCRIPTORS MEAN
EQUIVALENT
Somewhat
dissatisfied
Somewhat
SAFETINESS 2.47
dissatisfied
descriptors of formulated strategies at Sirok Manga.
Based on the table above, the descriptor which captured
the highest satisfaction level of the respondents was
affordability with an average weighted mean of 2.70 and fell
under the description equivalent of somewhat satisfied. It
indicates that affordability serves as the main factor why
respondents or customers oftenly visits SM Resort. Service
quality, sanitation, and accessibility also lies at somewhat
satisfied. The mean of the three descriptors were seen to be
relatively close with each other. On the other hand, two
descriptors obtained somewhat satisfied as description
equivalent. 1.99 for advertising style and 2.47 for
safetiness. Lacked of advertising style was a hindrance in
maintaining the active operations of the resort. Its
safetiness also drop-off. In line with the questionnaires
that researchers administered, they interpreted that SM

Resort do not have precautionary signages that warns
customers and prevent possible incidents.
FERRER’S RESORT
DESCRIPTIVE
DESCRIPTORS MEAN
EQUIVALENT
Somewhat
dissatisfied
descriptors of formulated strategies at Ferrer’s Resort.
As shown in the table above, among the six descriptors,
accessibility earned the highest average weighted mean with
2.99 and dropped under the description equivalent somewhat
satisfied. Hence, accessibility was the main factor why
customers tend to visit Ferrer’s Resort. It implies that the
location of the resort was very reachable for the twenty
respondents respectively. The remaining descriptors which
includes service quality, sanitation, safetiness and
affordability all attained somewhat satisfied and with little
gaps among their average weighted mean. Even so, the
descriptor that acquired least average weighted mean among
the six was advertising style with 2.21 and falls under
somewhat dissatisfied.
CRAMBY’S POOL
DESCRIPTIVE
MEAN
DESCRIPTORS EQUIVALENT
Somewhat
ADVERTISING STYLE 1.99 dissatisfied
descriptors of formulated strategies at Cramby’s Pool.
Table 4 showed the satisfaction level of the
respondents towards the six descriptors. Among the six,
affordability lies under the description equivalent of
somewhat satisfied and gained the highest average weighted
mean with 2.71. Hence, it implies that the cost of stay or
entrance fee, foods, beverages and rental fees for cottages
and other swimming equipment may be affordable or absolutely-
budget- friendly and was very much impressive for the
customers. The remaining four factors was also marked by the
respondents as somewhat satisfied. However, the advertising
style variable obtained the lowest average weighted mean with
1.99 and falls under somewhat dissatisfied which indicates
the absence of advertisements essential in attracting numbers
of customers.
SAN MAC POOL

DESCRIPTIVE
DESCRIPTORS MEAN
EQUIVALENT
Somewhat
dissatisfied
Somewhat
SAFETINESS 2.49
dissatisfied
Somewhat
AFFORDABILITY 2.41
dissatisfied
Somewhat
ACCESSIBILITY 2.48
dissatisfied
The table 5 showed the data gathered and was
interpreted by the researchers. Among the six descriptors,
the satisfaction level for sanitation dropped under the
description equivalent of somewhat satisfied and reaches the
highest average weighted mean of 2.65. Therefore, the main
variable that attracts numbers of customer is the sanitation

of the resort. The respondents seems to enjoy the cleanliness
of the resort. Along sanitation, service quality follows as
the second main factors why they visited San Mac Pool.
Nonetheless, the four remaining descriptors which includes
accessibility attained somewhat dissatisfied description
equivalent. With this, the satisfaction level of the
respondents to the overall state of the resort was reflected
as very dull and requires highly efforts for improvements.
Generally, among all the six descriptors, affordability,
sanitation and accessibility are the main factors why they
tend to visit the resorts. Thus it supports the claim of
TTG Asia that customers now seek quality and value money,
not luxury, moving away from traditional luxury
properties. Also the claim of QSR (registered trademark of
Journalistic, INC.) that sanitation is the most important
factors in attracting and keeping customers. Factual with
accessibility, it supports the article of WW Recker that
resort destination located at reachable area are more
likely to be visited by the customers.
Furthermore, majority of the resorts failed in terms of
advertising style essential for greater promotions to attract
big numbers of customers. Probably because all the five resort
is not luxurious and big enough for radio or TV advertisements
and are located in secluded areas far from city.

SUMMER PARK RESORT
RESORT’S FORMULATED STRATEGY FOR CUSTOMERS’ SATISFACTION
DESCRIPTORS MEAN DESCRIPTIVE
EQUIVALENT
SERVICE QUALITY
1. Staff always smile and greet 2.95 Somewhat satisfied
customers with politeness.
2. The willingness and courtesy of 2.85 Somewhat satisfied
reception staff.
3. Complete information provided 3.25 Somewhat satisfied
by the staffs.
4. Entertainment for customers. 3.00 Somewhat satisfied
5. Neutral treatment for all the 2.90 Somewhat satisfied
customers.
SANITATION
1. The water from the pool is very 3.25 Somewhat satisfied
pure and refreshing.
2. Cleanliness of rooms for rent, 3.20 Somewhat satisfied
toilets or restrooms and cottages.
3. Cooking materials such as 3.05 Somewhat satisfied
griller and tong.
4. Enough number of trash bins and 2.95 Somewhat satisfied
proper waste disposal to keep the
resort’s overall surroundings
clean.
5. Limit the number of customers 2.55 Somewhat satisfied
during peak seasons.
Advertising style
1. Do have a Facebook page where 2.50 Somewhat
updates and information are dissatisfied
posted.
2. Flyers or magazines about the 2.20 Somewhat
resort are being floated. dissatisfied
3. Vehicle for audio promotions 2.50 Somewhat
round different areas for dissatisfied
customers’ attraction.
4. Posted invitations or 2.60 Somewhat satisfied
tarpaulins for opening and
discounts during peak season or
holiday season.
5. Commercial advertisements on 1.75 Somewhat
radio or television. dissatisfied
SAFETINESS
1. Stable lifeguard/s around the 2.10 Somewhat
pool. dissatisfied
2. Presence of precautionary signs 2.95 Somewhat satisfied
to prevent possible incidents.
3. Separate pool area for kids. 3.75 Very satisfied
4. Resort’s staff strictly forbid 2.45 Somewhat
liquors. dissatisfied
5. Availability of first aid kit. 2.45 Somewhat
Staffs do have enough knowledge in dissatisfied
giving first aid.
AFFORDABILITY
1. Entrance fee set by the resort. 3.60 Very satisfied
2. Cost of foods available in the 2.65 Somewhat satisfied
resort.
3. Cost of cottages for customers’ 3.25 Somewhat satisfied
rent.
4. Cost of swimming equipment 2.80 Somewhat satisfied
intended for rent and for sale
(such as goggles, lifebuoy
(salbabida, etc.)
5. Cost of rent for events 3.10 Somewhat satisfied
reservation (such as debut,
birthday party, and reception).
ACCESSIBILITY
1. The resort is accessible. 3.40 Somewhat satisfied
2. Information center is 2.90 Somewhat satisfied
accessible.
3. Manager or staffs are 2.75 Somewhat satisfied
accessible in times of complaints.
4. Parking area is accessible. 2.95 Somewhat satisfied
5. Stores found inside the resort 2.65 Somewhat satisfied
are accessible.
Table 6. Complete data gathred of the satisfaction level of

respondents towards the descriptors of formulated
strategies at Summer Park.
Table 6 is presented above to show the complete and not
summarized data gathered by the researchers. Under service
quality statement number 3 obtained the highest mean while
statement number 1 for sanitation. Statement number 3 for
safetiness, statement 1 for affordability factor and
statement 5 in line with accessibility. The findings clearly

shows a moderately high level of satisfaction from the
respondents. The descriptor to advertising style obtained
somewhat dissatisfied and only one, statement number 4,
reached somewhat satisfied.

SIROK MANGA/SM RESORT
EQUIVALENT
SERVICE QUALITY
reception staff.
3. Complete information provided by 2.70 Somewhat satisfied
the staffs.
4. Entertainment for customers. 2.25 Somewhat
dissatisfied
5. Neutral treatment for all the 2.50 Somewhat
customers. dissatisfied
SANITATION
2. Cleanliness of rooms for rent, 2.50 Somewhat
toilets or restrooms and cottages. dissatisfied
3. Cooking materials such as griller 2.60 Somewhat satisfied
and tong.
resort’s overall surroundings clean.
5. Limit the number of customers 2.40 Somewhat
during peak seasons. dissatisfied
ADVERTISING STYLE
updates and information are posted. dissatisfied
3. Vehicle for audio promotions round 2.05 Somewhat
different areas for customers’ dissatisfied
attraction.
4. Posted invitations or tarpaulins 2.50 Somewhat
for opening and discounts during peak dissatisfied
season or holiday season.
5. Commercial advertisements on radio 1.70 Somewhat
or television. dissatisfied
SAFETINESS
pool. dissatisfied
2. Presence of precautionary signs to 2.40 Somewhat
prevent possible incidents. dissatisfied
3. Separate pool area for kids. 3.00 Somewhat satisfied
giving first aid.
AFFORDABILITY
1. Entrance fee set by the resort. 3.25 Somewhat satisfied
resort.
rent.
4. Cost of swimming equipment 2.40 Somewhat
intended for rent and for sale (such dissatisfied
as goggles, lifebuoy (salbabida,
etc.)
5. Cost of rent for events 2.45 Somewhat
reservation (such as debut, birthday dissatisfied
party, and reception).
ACCESSIBILITY
2. Information center is accessible. 2.50 Somewhat
dissatisfied
3. Manager or staffs are accessible 2.40 Somewhat
in times of complaints. dissatisfied
4. Parking area is accessible. 2.45 Somewhat
dissatisfied
5. Stores found inside the resort are 2.85 Somewhat satisfied
accessible.

at SM Resort.
The table above displayed specifically the complete data
gathered for SM Resort. In line with service quality,
statement number 3 gained the highest weighted mean while two

of them, statement number 4 and 5 got somewhat dissatisfied.
In regard to sanitation, statement number 1 gained the highest
average weighted mean. For safetiness, statement number 3 was
the highest while the other 4 fell under somewhat
dissatisfied. Statement 1 for affordability and statement 5
for accessibility were the leading statements. The
advertising factor of the resort flunked to gratify the
satisfaction level, it attained somewhat dissatisfied as
descriptive equivalent.
FERRER'S RESORT
EQUIVALENT
SERVICE QUALITY
reception staff.
the staffs.
customers.
SANITATION
3. Cooking materials such as griller 2.70 Somewhat satisfied
and tong.
resort’s overall surroundings clean.
5. Limit the number of customers 2.75 Somewhat satisfied
ADVERTISING STYLE
3. Vehicle for audio promotions round 2.25 Somewhat
different areas for customers’ dissatisfied
attraction.
for opening and discounts during peak dissatisfied
season or holiday season.
5. Commercial advertisements on radio 1.80 Somewhat
or television. dissatisfied
SAFETINESS
1. Stable lifeguard/s around the 2.75 Somewhat satisfied
pool.
2. Presence of precautionary signs to 3.10 Somewhat satisfied
prevent possible incidents.
giving first aid.
AFFORDABILITY
resort.
rent.
intended for rent and for sale (such dissatisfied
as goggles, lifebuoy (salbabida,
etc.)
5. Cost of rent for events 2.80 Somewhat satisfied
reservation (such as debut, birthday
party, and reception).
ACCESSIBILITY
2. Information center is accessible. 2.95 Somewhat satisfied
3. Manager or staffs are accessible 2.85 Somewhat satisfied
in times of complaints.
5. Stores found inside the resort are 3.00 Somewhat satisfied
accessible.

at Ferrer’s Resort.
Table 8 showed complete and concrete data gathered for
Ferrer’s Resort. As shown, all statements in service quality
obtained high avearge mean and somewhat satisfied descriptive
equivalent where statement 2 is the highest. With sanitation

factor, statement 1 is the highest. For safetiness, three
statement obtained high avearge mean and somewhat satisfied
while two statement were remarked as somewhat dissatisfied.
In affordability, four statement obtained somewhat satisifed
as descriptive equivalent where statement 1 is the highest.
Statement four gor the highest mean for accessibility.
In line with advertising style, it missed to reach the
satisfaction of the respondents, majority of the statement
were marked by as somewhat dissatisfied.

CRAMBY'S POOL
EQUIVALENT
Service quality
1. Staff always smile and greet 2.45 Somewhat dissatisfied
reception staff.
the staffs.
4. Entertainment for customers. 2.50 Somewhat dissatisfied
customers.
Sanitation
3. Cooking materials such as 2.40 Somewhat dissatisfied
griller and tong.
4. Enough number of trash bins and 2.45 Somewhat dissatisfied
clean.
5. Limit the number of customers 2.25 Somewhat dissatisfied
Advertising style
1. Do have a facebook page where 2.55 Somewhat satisfied
updates and information are posted.
2. Flyers or magazines about the 1.95 Somewhat dissatisfied
resort are being floated.
3. Vehicle for audio promotions 1.70 Somewhat dissatisfied
round different areas for
4. Posted invitations or tarpaulins 2.40 Somewhat dissatisfied
for opening and discounts during
peak season or holiday season.
5. Commercial advertisements on 1.35 Very dissatisfied
radio or television.
Safetiness
1. Stable lifeguard/s around the 2.30 Somewhat dissatisfied
pool.
3. Separate pool area for kids. 3.55 Very satisfied
4. Resort’s staff strictly forbid 2.45 Somewhat dissatisfied
liquors.
5. Availability of first aid kit. 2.25 Somewhat dissatisfied
Staffs do have enough knowledge in
giving first aid.
Affordability
resort.
rent.
4. Cost of swimming equipment 2.25 Somewhat dissatisfied
intended for rent and for sale
(salbabida, etc.)
5. Cost of rent for events 2.45 Somewhat dissatisfied
reservation (such as debut,
Accessibility
2. Information center is 2.60 Somewhat satisfied
accessible.
4. Parking area is accessible. 2.40 Somewhat dissatisfied
5. Stores found inside the resort 2.60 Somewhat satisfied
are accessible.

at Cramby’s Pool.
The table 9 was presented to examine properly the
satisfaction level towards descriptors. It can gleaned that
three of the five statements in terms of service quality have
earned high average mean and somewhat satisfied as
descriptive equivalent. Statement 3 is the highest. Along

with sanitation factor, two statement only have earned
somewhat satisfied descriptive equivalent while the remaining
failed. Similar with sanitation, only two for safetiness
variable gained somewhat satisfied. For affordability, there
are 3 statement which successfully to gained somewhat
satified and four statement successfully satisfy customers in
its affordability. Lastly, the advertising style highly
failed to capture the satisfaction of customer. Only one
statement is passed, while the rest really failed.

SAN MAC POOL
EQUIVALENT
SERVICE QUALITY
1. Staff always smile and greet 2.50 Somewhat
customers with politeness. dissatisfied
reception staff.
3. Complete information provided by 2.35 Somewhat
the staffs. dissatisfied
5. Neutral treatment for all the 2.25 Somewhat
customers. dissatisfied
SANITATION
3. Cooking materials such as 2.60 Somewhat satisfied
griller and tong.
clean.
5. Limit the number of customers 2.50 Somewhat
during peak seasons. dissatisfied
ADVERTISING STYLE
3. Vehicle for audio promotions 2.60 Somewhat
round different areas for dissatisfied
for opening and discounts during dissatisfied
peak season or holiday season.
5. Commercial advertisements on 2.00 Somewhat
radio or television. dissatisfied
SAFETINESS
pool. dissatisfied
giving first aid.
AFFORDABILITY
2. Cost of foods available in the 2.05 Somewhat
resort. dissatisfied
rent.
intended for rent and for sale dissatisfied
(salbabida, etc.)
5. Cost of rent for events 2.35 Somewhat
reservation (such as debut, dissatisfied
ACCESSIBILITY
2. Information center is 2.25 Somewhat
accessible. dissatisfied
5. Stores found inside the resort 2.20 Somewhat
are accessible. dissatisfied
Table 10. Satisfaction level of respondents towards the

As perceived in the table above, in terms of service
quality, San Mac Pool passed the satisfaction level of
respondents in only two statement, number 4 is the highest
followed by number 2, and failed in 3 remaining statement.
Gladly in sanitation, four statement achieved high average

mean and marked as somewhat satisfied. Statement 1 reaches
the highest mean. With regards in safetiness of the resort,
two statement earned somewhat satisfying response and three
somewhat dissatisfying result similar with affordability and
accessibility factor.
On the other hand, all five statements for advertising
are all flop to reach the satisfaction level and attained
somewhat dissatisfying results.

Formulated strategies
p-
vs resorts' customer Mean Decision Remarks
value
satisfaction level
Summer Park Resort 2.841667
Sirok Manga Resort 2.460000
Accept Not
Ferrer's Resort 2.778333 0.16
Ho Significant
Cramby's Pool 2.540000
San Mac Pool 2.460000
Table 11. Anova or Analysis of Variance between formulated
strategies and level of satisfaction.
If p-value is greater than or equal to 0.05 then accept
Ho, otherwise reject. As shown in the table above, p-value is
0.16. Thus, the analysis revealed that there is no significant
difference between the formulated strategies and level of
satisfaction. Numerically speaking, the average weighted mean
of each resort shows little differences and still may define
which resort is the dominating one. It implies that the
difference between formulated strategies and satisfaction
level is not significant and the satisfaction level of the
respondents is really measured by the descriptors set for
formulated strategies of each resort.

Chapter 4
CONCLUSION AND RECOMMENDATION
Conclusions
Based on the findings of the study, the following
conclusions are drawn:
1. The respondents for Summer Park Resort, Sirok Manga and
Cramby’s remarks their satisfaction level as somewhat
satisfied and that among the six descriptors, five of
them were the reason why they visited the resort.
Affordability tops among them. Therefore it supports the
claim of TTG Asia that customers now seek quality and
value money, not luxury, moving away from traditional
luxury properties. While the respondents for San Mac Pool
somewhat satisfied that sanitation serves as the main
factor of visiting the resort. Thus, it justify the claim
of QSR a registered trademark of Journalistic, INC.)
where cleanliness and sanitation, was considered as the
most important factors in attracting and keeping
customers. For Ferrer’s Pool, accessibility was the key
factor, and agree with the article of WW Recker that
accessibility was the primary factor in choosing a
destination to stay in. Majority of all the five resorts
failed to reach the satisfaction level of the respondents
and gained somewhat dissatisfied in terms of advertising
style which was crucial in attracting new customers.
2. There is no significant difference between the
satisfaction level of the respondents with the formulated
strategies of each resort.

3. The proposed activities or action plan to improve the
satisfaction level of the respondents towards each
resorts are the following; Creating an active Facebook
Page or in any form of social media, Posting tarpaulins
in public and unforbidden areas in neighboring
municipalities, dissemination of flyers, providing stable
lifeguard, minimize the number of liquors to carry
inside, lower the cost of foods for sale or swimming
equipment for rent.
Recommendations
Through the results of Formulated Strategy and Satisfaction
Level of the Respondents, the researchers arise with the
following recommendations;
1. Respondents tend to set high expectations upon looking for
a resort to visit and stay in. The researchers suggested
the following to enhance the formulated strategies of each
resorts:
a. Proper and polite accommodation among customers. When
a customer ask for something, immediate response and
assistance is excellent.
b. Proper segregation will control the flow of dinner
dandruffs around the area. Maintain sufficient number
of trash bins.
c. Regular sanitation of comfort rooms and cottages.
Don’t let dinner dandruffs stay in cottages it may
create awful smell. Providing things for personal
hygiene inside comfort rooms is good.

d. Regular change of water in the pool will keep it
refreshing for the customers. Drained water after
loads of customers.
e. Creating effective advertising style helps attract
new customers. Facebook page or page in any form of
social media would be helpful. Flyers dissemination
during fiesta, holiday or peak seasons will increase
visitors.
f. Safetiness is also a factor. It is best if the
management will hire and provide lifeguards in case
of emergency. Placing precautionary measures is
essential to prevent incidents. Conducting “first-
aid” seminar and workshop to educate staffs for
proper first-aid.
g. Cheap but with quality type of stay is what resorts
seeker hunt for. Budget-friendly entrance fee, rental
fees, food and beverage.
2. For the resort which have already a Facebook page but is
inactive, the researchers infer to make it active. Post
everything that is related with the resort. During opening,
peak seasons or renovation, post something that will
captivate and fascinate potential numbers of customer.
3. During peak seasons, people nowadays are looking for a
resort that is not overcrowded. Letting big number of
people to stay in a resort will fail to maintain its
sanitation. Limiting number of customer during peak
seasons will give a good and clean image for the resort
and will prevent the stayers from getting skin problems
or any other skin diseases.

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PANPACIFIC UNIVERSITY NORTH PHILIPPINES-TAYUG CAMPUS INC.
BASIC EDUCATION DEPARTMENT
SENIOR HIGH SCHOOL
A.Y. 2017-2018
Letter to the respondents

PANPACIFIC UNIVERSITY NORTH PHILIPPINES
BASIC EDUCATION
TAYUG, PANGASINAN
July 10,2018
Dear Respondents,
Greetings!
We, the students of Grade 12 Accountancy Business and Management
of Panpacific University North Philippines, Tayug Campus are conducting
a research study entitled “CUSTOMERS’ SATISFACTION TOWARDS FORMULATED
STRATEGIES OF RESORTS: AN ANALYSIS“ as a final requirement in our subject
Practical Research 2.
In this connection, may we request you to accomplish the attached
questionnaires. Your cooperation will certainly contribute to the
success of this study.
Rest assured that the information gathered will be held with utmost
confidentiality.
We are looking forward to your positive response.
Thank very much for your cooperation and support!
Respectfully yours,
Bondoc Janine, R. Sotto Amentohep, M.
De Guzman, Tonirose Chrissel C. Torio Kristine Kaye, R.
Divina Medela, B.
Checked by:
Mr. Christian A. Evangelista

Research Adviser
Approved by:
Mrs. Susan F. Sanidad

Headmistress
SENIOR HIGH SCHOOL
A.Y. 2017-2018
Communication Letter
BASIC EDUCATION
TAYUG, PANGASINAN
July 10,2018
Sir/Madam;
Greetings!
We, the undersigned, Grade 12 Accountancy Business and Management
of Panpacific University North Philippines, Tayug Campus are conducting
a research study entitled “CUSTOMERS’ SATISFACTION TOWARDS FORMULATED
STRATEGIES OF RESORTS: AN ANALYSIS“ as a final requirement in our subject
Practical Research 2.
In connection, we would like to ask permission to float our
questionnaires to your students. Thank you for your kindness and
consideration.
Rest assured that the information gathered will be held with utmost
confidentially.
We are looking to your positive response.
Thank you very much for your cooperation and support!
Respectfully Yours,
Divina Medela, B.
Checked by:

Research Adviser
Approved by:

Headmistress
SENIOR HIGH SCHOOL
A.Y. 2017-2018
Letter of Request
TAYUG CAMPUS
July 10,2018
Dear Ma’am,
We, the undersigned Senior High School Students of Humanities and Social
Sciences 11 (HUMSS) are presently undertaking a research study entitled
“CUSTOMERS’ SATISFACTION TOWARDS FORMULATED STRATEGIES OF RESORTS: AN
ANALYSIS”.
We humbly ask for permission from your good office to administer our
research questionnaire and checklist to the Grade 11 and 12 students.
Rest assured that the data will be kept with high strict of
confidentiality. The collected and coded data will be used for academic
purposes only.
Thank you very much for your consideration!
Respectfully yours,
Divina Medela, B.
Checked by:

Research Adviser
Approved by:

Headmistress
Curriculum Vitae
Personal Background
Name : Amentohep M. Sotto.
Nickname : Amen
Date of Birth : September 02, 1999
Religious Affiliation : Roman Catholic
Address : Brgy. Poblacion West, Sta.
Maria Pangasinan
Name of Father : Amentohep A. Sotto Sr.
Name of Mother : Fely P. Malayang
Education Background
Primary : Aplaya Elementary School
: Aplaya Digos City,
Davao Del Sur
: 2012-2013
Secondary : Sta. Maria East Integrated
School
: Sta. Maria, Pangasinan
: 2016-2017
: Panpacific University North
Philippines (Tayug, Campus)
: Lopez Jaena St. Tayug
Pangasinan
Curriculum Vitae
Personal Background
Name : Medela B. Divina
Nickname : Meds
Date of Birth : September 16, 2000
Address : Poblacion West,
Natividad, Pangasinan
Parents : Medel G. Divina
Name of Mother : Janet C. Bautista
Primary : Natividad Central School
: Poblacion East, Natividad
Pangasinan
: 2012-2013
Secondary : Natividad National High School
: Poblacion East, Natividad
Pangasinan
: 2016-2017
Pangasinan
: 2018 to Present
Curriculum Vitae
Personal Background
Name : Janine R. Bondoc
Nickname : Janine
Date of Birth : February 27, 2001
Address : Casantamaria-an San Quintin,
Pangasinan
Parents : Cielito D. Bondoc
: Lucilda U. Reyes
Primary : San Quintin Central School
: Casantamaria-an San Quintin,
Pangasinan
: 2012-2013
Secondary : San Quintin National High School
: Casantamaria-an San Quintin,
Pangasinan
: 2016-2017
Pangasinan
: 2018 to Present
Curriculum Vitae
Personal Background
Name : Kristine Kaye R. Torio
Nickname : Tine Tine
Date of Birth : May 10, 2001
Address : Poblacion East San Nicolas,
Pangasinan
Parents : Edgar D. Torio
: Ofelia F. Ruelan
Primary : East Central School
: Brgy. Poblacion East,
San Nicolas Pamgasinan
: 2012-2013
Secondary : Red Arrow High School
: Brgy. Nagkaysa San Nicolas
Pangasinan
: 2016-2017
Pangasinan
: 2018 to Present
Curriculum Vitae
Personal Background
Name : Tonirose Chrissel C. De Guzman
Nickname : Tonyang
Date of Birth : October 30, 2000
Religious Affiliation : Iglesia Ni Cristo
Address : 141 Barangay Trenchera Tayug,
Pangasinan
Parents : Tony S. De Guzman
: Robilyn C. Carig
Primary : Tayug Central Elementary School
: Tayug Pangasinan
: 2012-2013
Secondary : Tayug National High School
: Tayug Pangasinan
: 2016-2017
Pangasinan
: 2018 to Present
Checked by:

Research Adviser
Approved by:

Headmistress

Customers' Satisfaction Towards Formulated Strategies of Resorts: An Analysis

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PANPACIFIC UNIVERSITY NORTH PHILIPPINES-TAYUG CAMPUS

Lopez Jaena St. Tayug, Pangasinan

Basic Education Department

CUSTOMERS’ SATISFACTION TOWARDS FORMULATED STRATEGIES OF

In partial fulfilment of requirements for Research

TORIO, Kristine Kaye R.

This thesis entitled “CUSTOMERS’ SATISFACTION TOWARDS

Approved by the Committee on ____

Accepted and approved in partial fulfilment of the

Before anyone else, we, the researchers want to offer

this paper of hardships, efforts and perseverance to our

Almighty God above. He bestowed everything we need, the

strength, wisdom, hope and guidance to successfully finish

The researchers wishes to extend their gratitude and

appreciation to all the respondents who willingly lend their

time in answering the questionnaires. Without them,

conclusions and realizations would not be made possible.

Moreover, to the Panels headed by our research adviser

Mr. Christian A. Evangelista, Mr. Cyrel M. Malinab, the

University Statistician, Ms. Gleenmore Pasamonte, our

classroom adviser, Ms. Mylene Almario, Mr. Romell Divina and

this research. This research would not be accomplished if

without all the guidance, supports and efforts from you

teachers. Thank you and we salute you.

To our family, you provided us the unconditional love,

care and support throughout this amazing journey. To our

friends and classmates, thank you for motivating us in

hilarious way yet powerful enough to boost our determination.

Thank you very much, may God showers you a never-ending

blessings for helping us.

This thesis is dedicated to my parents, for always being

there whenever I need someone to talk to with my problems;

for the unconditional support and love and for always

reminding me to always work hard for the things that I aspire

to achieve. And also to my siblings, who have always been the

constant source of support and encouragement during the

challenges I faced during this semester. To my co-

researchers, who give their whole time in accomplishing this

the lessons we have learned in the challenges we faced

First of all, I want to dedicate this research study to

giving us the strength to do our part. Also I dedicate this

giving me extra money for unforeseen expenses. Second, to our

leader and co-members, for helping me and accepting me to be

one of their members. And lastly, our Research Adviser, Mr.

Christian Evangelista for being one of the coolest teacher

ever. Because of him, I experienced how difficult defense was,

but at the same time an exciting one.

Tonirose Chrisell C. De Guzman

First and foremost, I want to dedicate this research

study to our almighty God. His presence and guidance embraces

us throughout the process of accomplishing this given task.

Secondly, to myself and my co-researchers. This study

strengthens our bond as one team. Together, we were able to

conquer the difficulties and downfalls we have encountered in

this journey. Those overtimes and sleepless nights will soon

be paid off. Particularly, aside from the knowledge I gained,

no matter how rough the road is, still, wonderful prize is

waiting for us. Also, to my ever hardworking parents who

my head when I’m about to bow down and give up.