Philippine E-Journals

An Assessment of Quality Service of Amore Mio Private Resort: A Basis for Enhancement

Camille Bianca E. Lanceras | Roselyn U. Magpatoc | Romiely Eris C. Vicencio

 

Abstract:

This research study identified the service quality according to SERVQUAL by Parasuraman (1988). As raised by the owner of Amore Mio Private Resort, no research study about the service quality in Amore Mio has been conducted yet. Using the mixed method, the researchers selected 40 guests at the resort, who served as the survey respondents and three key informants- the manager, caretaker and the owner of the resort. The researchers identified the service quality of the Amore Mio through thematic analysis. The researchers found that the guests were satisfied with the service provided by Amore Mio. The guests were amazed with the physical appearance of the resort, the amenities and facilities, landscape, and the lighting of the pool. Also, the staff were willing to help and resolve the problem immediately; however, the reliability dimension got the lowest rate among the five dimensions. As a recommendation, the owner is encouraged to offer seminars, trainings, and workshops involving the staff of the resort for the continuous improvement of the quality of their service.