Service Quality among Mariano Marcos State University (MMSU) Accommodation Establishments

The study discusses the service quality based on the perceived level of perception and expectation as to reliability, responsiveness, assurance, empathy and tangibles in the visitor and non-visitor accommodation establishments at Mariano Marcos State University (MMSU) using quantitative and qualitative approaches. The study examined the 158 respondents in terms of their demographic profile. Through a descriptive and development type of research design, primary data were gathered through a survey questionnaire. Data were analyzed using basic statistical tests such as frequency and percentage. Furthermore, thematic content analysis was used to analyze responses from the respondents’ suggestions for the improvement of the MMSU accommodation establishments. The findings show that majority of the respondents reside in Ilocos Norte, aged 18-27, male, student, with a monthly income of less than Php. 10,957.00, high school graduate, high school graduate and single. The study revealed that in non-visitor accommodation establishments, there is a clear negative gap across all dimensions of service quality. This implies the dissatisfaction of respondents staying in the non-visitor accommodation establishments of MMSU. On the other hand, those who have stayed for at least one night in visitor accommodation establishments at MMSU have shown satisfaction in the service quality, with only a minimal negative gap in empathy and tangibles. Furthermore, comments and suggestions elicited include better customer service, housekeeping services, training in foreign language, and a visible emergency response. Recommendations of the study include training programs for the accommodation employees and improving it facilities and ancillary services.

service quality, level of perception, level of expectation, accommodation

1. Adegbola, Adewale & Folajimi, Stella Oluwatoyin. (2023). Evaluation of Hotel Accessibility to People with Disability (PWD) on Wheelchair in Ondo City, Nigeria. 7-012. 10.5281/zenodo.7986568. [Google Scholar] [Crossref]

2. Albattat, Ahmad & Mat Som, Ahmad Puad. (2013). Emergency Preparedness for Disasters and Crises in the Hotel Industry. Sage Open. 3. 10. 10.1177/2158244013505604. [Google Scholar] [Crossref]

3. Albert, Jose Ramon G. et.al., (2018). Profile and Determinants of the Middle Income Class in the Philippines. Retrieved from https://pidswebs.pids.gov.ph/CDN/PUBLICATIONS/pidsdps1820.pdf [Google Scholar] [Crossref]

4. Ali, Bayad & Gardi, Bayar & Othman, Baban & Ahmed, Shahla & Burhan Ismael, Nechirwan & A.hamza, Pshdar & Aziz, Hassan & Sabir, Bawan & Sorguli, Sarhang & Anwar, Kofand. (2021). Service Quality: The Impact of Service Quality on Customer Satisfaction in Hospitality. International Journal of Engineering, Business and Management. 5. 10.22161/ijebm.5.3.2. [Google Scholar] [Crossref]

5. Anwar, Kofand & Abdullah, Nabaz. (2021). The impact of Human resource management practice on Organizational performance. International Journal of Engineering, Business and Management. 5. 35-47. 10.22161/ijebm.5.1.4. [Google Scholar] [Crossref]

6. Bhatnagar, Ekta & Nim, Dheeraj. (2019). Impact of Housekeeping Services and Practices on Customer Satisfaction and Repeat Business. Prabandhan: Indian Journal of Management. 12. 46. [Google Scholar] [Crossref]

7. 17010/pijom/2019/v12i8/146417. [Google Scholar] [Crossref]

8. Beshir, A., et al. (2024). Assessment of customer satisfaction with the water supply system in low-income countries: A case of Adama City, Ethiopia. Water Supply. 24. 10.2166/ws.2024.006. [Google Scholar] [Crossref]

9. Cleofas, Jerome V. & Rocha, Ian Christopher N. (2021). Demographic, gadget and internet profiles as determinants of disease and consequence related COVID-19 anxiety among Filipino college students. Retrieved from https://pubmed.ncbi.nlm.nih.gov/33841028/ [Google Scholar] [Crossref]

10. Daile, Megan (2022). Working With Great Expectations: the Impact of Met and Unmet Expectations on Employee Engagement and Intent to Leave. Illinois State University. Retrieved from [Google Scholar] [Crossref]

11. https://ir.library.illinoisstate.edu/cgi/viewcontent.cgi?article=2632&context=etd [Google Scholar] [Crossref]

12. Diamante, Angelus C. (2020). Travel Preferences of Millennials in a Highly Urbanized City in the Philippines. Retrieved from Philippine Social Science Journal. [Google Scholar] [Crossref]

13. https://philssj.org/index.php/main/article/view/251 [Google Scholar] [Crossref]

14. Dietrich, H. A. (2019). Service Failure Management in High-End Hospitality Resorts. ScholarWorks at University of Montana. Retrieved August 1, 2022, from [Google Scholar] [Crossref]

15. https://scholarworks.umt.edu/cgi/viewcontent.cgi?article=12415&context=etd [Google Scholar] [Crossref]

16. DOT implements New National Accommodation Standards. (2013, August 14). Official Gazette. Retrieved August 1, 2022, from https://mirror.officialgazette.gov.ph/2013/08/14/dotimplements-new-national-accommodation-standards/ [Google Scholar] [Crossref]

17. Frankel, Richard M. (2017). The Science of Empathy. Retrieved from [Google Scholar] [Crossref]

18. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5513638/ [Google Scholar] [Crossref]

19. Ganeshasundaram, Raguragavan & Henley, Nadine. (2007). 'Decision research' correlates directly with better business performance. ECU Publications. 25. 10.1108/02634500710722399. [Google Scholar] [Crossref]

20. Hoffman, K. & Kelley, Scott & Chung, Beth. (2003). A CIT investigation of servicescape failures and associated recovery strategies. Journal of Services Marketing. 17. 322-340. 10.1108/08876040310482757. [Google Scholar] [Crossref]

21. Jager, J de & Plooy, T du (2007). Measuring Tangibility and Assurance as Determinants of Service Quality for Public Health Care in South Africa. Tshwane University of Technology, Pretoria. Retrieved from https://pdfs.semanticscholar.org/efd6/c117579d6ac4f666af2aa72012d5ef65f3cc.pdf [Google Scholar] [Crossref]

22. Jamali, Dima. (2007). A study of customer satisfaction in the context of a public private partnership. International Journal of Quality & Reliability Management. 24. 370-385. 10.1108/02656710710740545. [Google Scholar] [Crossref]

23. Kim, H. & Bachman, J. (2019). Examining customer perceptions of restaurant restroom cleanliness and their impact on satisfaction and intent to return. Journal of Foodservice Business Research. 22. 191-208. 10.1080/15378020.2019.1596002 [Google Scholar] [Crossref]

24. Kistler, S. (2022, September 2). Ohio State Health and Discovery. Retrieved June 10, 2024, from [Google Scholar] [Crossref]

25. https://health.osu.edu/health/general-health/electric-stoves-vs-gas-stoves [Google Scholar] [Crossref]

26. Klokkenga, B. (2020, November 9). How to measure the 5 dimensions of service quality. GetFeedback. Retrieved August 1, 2022, from https://www.getfeedback.com/resources/cx/how-to-measure-the-5-dimensions-of service-quality/ [Google Scholar] [Crossref]

27. Longenecker, Clinton & Scazzero, Joseph. (2000). Improving service quality: A tale of two operations. Managing Service Quality. 10. 227-232. 10.1108/09604520010341591. gets 3 QS Stars rating. (2020, January 30). Mariano Marcos State University. Retrieved July 31, 2022, from [Google Scholar] [Crossref]

28. https://www.mmsu.edu.ph/news/mmsu-gets-3-qs-stars-rating [Google Scholar] [Crossref]

29. Loyola, James (2024). PH tourism rebounds on robust domestic travel. Retrieved from Manila Bulletin, https://mb.com.ph/2023/12/31/ph-tourism-rebounded-thanks-to-domestic-travellers [Google Scholar] [Crossref]

30. M., Christou, E., Glaveli, N., et al. (2006) Bank Service Quality: Evidence from Five BalkanCountries. Managing Service Quality: An International Journal, 16, 380-394. [Google Scholar] [Crossref]

31. https://doi.org/10.1108/09604520610675711 [Google Scholar] [Crossref]

32. Mandlik, Shruti. (2023). A research study on customer satisfaction and loyalty in hospitality industry, Rajkot. Journal of Management Research and Analysis. 10. 173-178. 10.18231/j.jmra.2023.030. [Google Scholar] [Crossref]

33. Misheba, A. (2023). Overcrowded dormitories pose major challenges for students – Kenya News Agency. Kenya News Agency. Retrieved June 10, 2024, from https://www.kenyanews.go.ke/overcrowded-dormitories-pose-major-challenges-for-students/ [Google Scholar] [Crossref]

34. Munusamy, K. (2024). Revolutionizing Customer Service in a DNA-Based Nutrition and Wellness Centre [DNA HQ]. Kalarani-138. 10.15405/epsbs.2024.05.11. [Google Scholar] [Crossref]

35. Norouzinia, Roohangiz et.al., (2014). Gap Analysis of Educational Services Quality based on SERVQUAL Model from Iranian Medical Students’ Viewpoint. Retrieved from [Google Scholar] [Crossref]

36. https://brieflands.com/articles/erms-79204 [Google Scholar] [Crossref]

37. Philippine Statistics Authority (2022). Household Survey on Domestic Visitors (HSDV). Retrieved from https://www.psa.gov.ph/statistics/household-survey-domestic-visitors [Google Scholar] [Crossref]

38. Pigao, Jennielou & Clemente, Crisdeniele (2024). MMSU ranks 107th in WURI 2024 global rankings. Retrieved from https://www.mmsu.edu.ph/news/mmsu-ranks-107th-in-wuri-2024-global-rankings [Google Scholar] [Crossref]

39. Reysio-Cruz, Matthew (2019). More women in HS, college than men in PH. Retrieved from reporthttps://newsinfo.inquirer.net/1206375/more-women-in-hs-college-than-men-in-ph-says-report#ixzz8hKqGvUx8 [Google Scholar] [Crossref]

40. Sarode, Aniket & Aleckal, Maxim. (2019). A Study of Sustainable Innovative Practices in Hospitality Industry. [Google Scholar] [Crossref]

41. Satish Kumar, B. P., et al. (2020). Importance of understanding the need of personal hygiene: A comprehensive review. 05. 56-61. [Google Scholar] [Crossref]

42. Tapaoan, D. P. (2020, March 3). MMSU gets ISO certification. Mariano Marcos State University. Retrieved July 31, 2022, from https://www.mmsu.edu.ph/news/mmsu-gets-iso-certification [Google Scholar] [Crossref]

43. Toribio, John Vincent B. (2022, April 28). As PH's top state university, MMSU is ranked 401st- 600th in world's THE Impact. Mariano Marcos State University. Retrieved July 31, 2022,from [Google Scholar] [Crossref]

44. https://www.mmsu.edu.ph/news/as-phs-top-state-university-mmsu-is-ranked401st-600th-in-worlds-the-impact [Google Scholar] [Crossref]

45. Tsai, Yafang & Wu, Shih-Wang. (2011). Using internal marketing to improve organizational commitment and service quality. Journal of advanced nursing. 67. 2593-604. 10.1111/j.1365-2648.2011.05696.x [Google Scholar] [Crossref]

46. Tsai Tan, Adrian Heng, et.al. (2019). The Role of Empathy in the Service Experience. Retrieved from https://www.researchgate.net/publication/333056908_The_role_of_empathy_in_the_service_experience [Google Scholar] [Crossref]

47. Tziora, Nectaria & Giovanis, Nikolaos & PAPACHARALABOUS, CHARALABOS. (2016). The role of foreign languages in hospitality management. International Journal of Language, Translation and Intercultural Communication. 4. 89. 10.12681/ijltic.10353. [Google Scholar] [Crossref]

48. Uyoga, Diane (2018). Relationship between Customer Responsiveness, Service Performance and Satisfaction Among Airline Passengers in Kenya. Moi University, Kenya. Retrieved from [Google Scholar] [Crossref]

49. https://www.researchgate.net/publication/322861091_Relationship_between_Customer_Responsiveness_Service_Performance_and_Satisfaction_among_Airline_Passengers_in_Kenya [Google Scholar] [Crossref]

50. Uzonboylu, N. (2016). Service quality in international conference industry; a case study of WCES 2015. Retrieved from https://www.sciencedirect.com/science/article/pii/S2212567116302398 [Google Scholar] [Crossref]

• Assessment of the Role of Artificial Intelligence in Repositioning TVET for Economic Development in Nigeria
• Teachers’ Use of Assure Model Instructional Design on Learners’ Problem Solving Efficacy in Secondary Schools in Bungoma County, Kenya
• “E-Booksan Ang Kaalaman”: Development, Validation, and Utilization of Electronic Book in Academic Performance of Grade 9 Students in Social Studies
• Analyzing EFL University Students’ Academic Speaking Skills Through Self-Recorded Video Presentation
• Major Findings of The Study on Total Quality Management in Teachers’ Education Institutions (TEIs) In Assam – An Evaluative Study