Compliance with Occupational Safety and Health Hazard Control among Hotels in Relation to Customer Satisfaction and Safety

This study examined the level of Occupational Safety and Health (OSH) hazard control compliance among hotels and its relationship with customer satisfaction and customer safety. A total of 14 hotel managers and 28 hotel guests from selected Host Training Establishments in Iloilo City and Boracay Island, Malay, Aklan participated in the study. The study utilized a standardized OSH questionnaire adopted from Focbit (2025) and a service quality checklist to assess OSH compliance and customer perceptions. Descriptive statistics, including frequency, percentage, mean, and standard deviation, were used to describe the data, while inferential statistics such as the independent samples t-test, one-way analysis of variance (ANOVA), and Pearson Product-Moment Correlation Coefficient were applied at a 0.05 level of significance. To ensure consistency in the level of analysis, guest responses were aggregated per hotel to obtain mean scores for customer satisfaction and customer safety, allowing all variables used in the correlational analysis to be examined at the hotel level. Findings revealed that hotels consistently demonstrated a high level of Occupational Safety and Health (OSH) hazard control compliance across hotel classification, years of operation, and number of employees. Similarly, customer satisfaction and customer safety were rated highly by guests, with only slight variations observed across sex and length of stay. However, inferential analysis showed no significant differences in OSH compliance among hotel groupings, nor in customer satisfaction and safety across demographic variables. Furthermore, no significant relationship was found between OSH hazard control compliance and customer satisfaction or customer safety. The results suggest that while OSH compliance is strongly implemented across the participating hotels, it does not directly influence customer satisfaction and perceived safety. This implies that guest experiences are more likely shaped by visible service quality factors rather than internal compliance systems. The study underscores the importance of sustaining strong OSH practices while simultaneously enhancing service quality dimensions to improve overall guest experience and satisfaction.

Occupational Safety and Health, Hazard Control, Hotel Compliance, Customer Satisfaction

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