Guest Satisfaction Plan for Mystical Cave: A Case in Antipolo, Rizal

Christine Grace P. Dela Cruz1, Alyssa Mikhaela L. Dilao2,
Ernesto C. Mandigma Jr.3
De La Salle University – Dasmariñas
Dasmariñas Cavite, Philippines





Caves are one of the most important attractions the tourism industry has in a natural category. There are a lot of different caves within the country, but this study focused on the guest satisfaction of the Mystical Cave in Antipolo, Rizal about its guest’ demographic profile, assessment on its level of guest satisfaction and significant differences with the use of the concept of tour quality dimension. The study is quantitative research with a descriptive research design that used convenience sampling. Survey questionnaires were used in the data gathering process and were verified using Cronbach Alpha. The variables examined were gender, age, type of tourist, educational attainment, religion using frequency, and percentage. The guest satisfaction rating based on the TOURQUAL dimension, namely access, environment, the human element, experience, safety, and technical quality was analyzed through mean. The significant difference in the demographic profile and TOURQUAL dimension were analyzed through ANOVA and T-test. The results of the study showed that the type of tourist has a significant difference between the demographic profile and some of the tour quality dimensions, namely access, environment, the human element, experience, and safety. The guest satisfaction program proposed was designed to help the management of the cave to improve their tour quality in terms of access, environment, the human element, experience, safety, and technical quality to boost the satisfaction of the guests.

Key words: Guest Satisfaction, TOURQUAL Dimension, Quantitative Research, Cave, Philippines

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