TRAVEL AGENCIES’ WEBPORTAL PERCEPTION BASED ON CUSTOMER REVIEW IN HOTEL LUNA, VIGAN CITY
DOI:
https://doi.org/10.55197/qjssh.v4i1.178Keywords:
travel agents, SERVQUAL theory, Likert scale, hotelAbstract
In order to assess a hotel's performance, this study will assess customer satisfaction ratings from a sample of online travel agents for Hotel Luna in Vigan City using the SERVQUAL theory and its associated variables. In addition to this, it will enable the hotel to examine customer feedback and offer better service. Sentiment analysis was the specific qualitative research method used in this study. Additionally, non-probability purposive sampling will be employed to obtain the study's data, which will be entered into Microsoft Excel. Choosing observations from a population to include in a sample survey is referred to in this sentence. It is also a simple and inexpensive method of data collection. A five-point Likert scale will be used by the researchers to evaluate the data. This is done to gauge consumer happiness and the quality of the services provided to tourists. Guests who stayed at the Hotel Luna in Vigan City reported being satisfied in SERVQUAL questionnaires. Particularly praised by the visitors was the Hotel Luna's capacity for first-rate service. The study's respondents were most happy with the characteristics responsiveness, tangibility, and assurance. However, the percentage of positive reviews for reliability and empathy was low. Particularly praised by the visitors was the Hotel Luna's capacity for first-rate service. The study's respondents were most happy with the characteristics responsiveness, tangibility, and assurance. However, the percentage of positive evaluations for reliability and empathy was low. The majority of visitors praised the hotel's traditional decor. Hotel Luna not only serves as a place to stay but also as a museum, thus visitors were amused and educated as a result of it. Since it will be one of their key draws for customers to come back, the hotel management must preserve or enhance the beauty of their facilities and outside appearance.
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