DATAMEX COLLEGE OF SAINT ADELINE

Gotaco Bldg. II, Mc Arthur Hgwy, Marulas, Valenzuela City

COLLEGE OF HOSPITALITY AND TOURISM
MANAGEMENT

In Partial Fulfillment for the

Degree Bachelor of Science in Hospitality and Tourism Management

“The Impact of Beach Resort Amenities

on Guest Satisfaction in Laiya,

San Juan, Batangas”

Presented by:
Accad, Mariane Eve
Claro, Jolina Ruth
Cosme, Patrick
Dacer, Analiza
Elmission, Vanessa
Herrera, Edward
Montesa, Erica Joyce
Padecio, Sara Mae
Rangil, Jeancil
Remanoque, Elmer
Tiangco, Marcanthony

Section:
BSHM 3C

Submitted to:
Ms. Ashema Ampuan

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 DATAMEX COLLEGE OF SAINT ADELINE
Gotaco Bldg. II, Mc Arthur Hgwy, Marulas, Valenzuela City
COLLEGE OF HOSPITALITY AND TOURISM
MANAGEMENT

CHAPTER 1
INTRODUCTION
The tourism and hospitality industry continues to grow rapidly in the Philippines, with
Batangas being one of the most popular destinations for both local and foreign tourists.
Batangas is known for its coastal towns and vibrant tourism industry, attracting thousands of
local and foreign visitors annually, which contributes significantly to local employment and
economic growth.

Among its many attractions, Laiya in San Juan, Batangas stands out for its white sand
beaches and a wide range of resorts that offer various amenities to enhance guest experiences.
These amenities include accommodation facilities, dining services, recreational activities,
cleanliness, and staff hospitality—all of which play a major role in determining guest
satisfaction.

Guest satisfaction is an important factor in the success of any resort, as it directly influences
customer loyalty, word-of-mouth recommendations, and overall reputation. High-quality resort
amenities not only enhance the comfort of guests but also influence their likelihood of
returning and recommending the resort to others. Despite the wide variety of amenities offered
by resorts in Laiya, the extent to which these features impact guest satisfaction has not been
fully explored.

Understanding amenity impacts is critical because satisfied guests are more likely to
return, recommend the resort, and contribute positive online reviews—factors that drive
revenue and reputation. Moreover, tailored improvements can enhance sustainable tourism by
optimizing resource allocation and elevating visitor well-being without unnecessary
environmental strain.

This study examines the impact of beach resort amenities on guest satisfaction in Laiya.
By surveying guests and analyzing relationships between specific amenities and reported
satisfaction levels, the research identifies which features drive positive evaluations and which
require enhancement. Findings will inform resort operators, local tourism stakeholders, and
policymakers seeking to boost destination competitiveness, improve visitor retention, and foster
sustainable tourism development in Laiya and the wider Batangas region.

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 DATAMEX COLLEGE OF SAINT ADELINE
Gotaco Bldg. II, Mc Arthur Hgwy, Marulas, Valenzuela City
COLLEGE OF HOSPITALITY AND TOURISM
MANAGEMENT

BACKGROUND OF THE STUDY

The hospitality industry emphasizes the importance of guest satisfaction as a key measure
of success. Numerous studies have shown that the quality and availability of amenities have a
direct relationship with customer satisfaction.

For instance, Juplivarin and Wahyudi (2024) found that facilities and service quality
significantly affect guest satisfaction, especially when amenities are well maintained and
properly managed. Similarly, Uşaklı and Öztürk (2021) emphasized that well-designed and
functional resort facilities enhance tourists’ overall experience and satisfaction levels.

In the Philippines, beach resorts have become an essential part of domestic tourism,
contributing to local economic growth and employment. Laiya, San Juan, Batangas is one of the
most visited coastal destinations in the province, known for its numerous beach resorts offering
different levels of amenities.

The success of every Beach resorts depends on how satisfied their guest gets on the
quality of the product and services that the resort provided. For a newly established Beach
resort, guests must always be the business priority then second is the profit. A Beach Resort
that provides quality service and product to satisfy the needs of their guests are mostly the
ones who will succeed. Beach Resorts nowadays are likely to be familiar how the industry today
works which that the key for the business to succeed is to satisfy the guests. In general, the
guests are people who patronize or buy the goods and the services of businesses that meet the
wants and needs of the guest. Guests buy the certain product or purchases a service that they
think are worth their money.

However, the degree to which these amenities influence guest satisfaction remains
underexplored. Thus, this study aims to bridge that gap by quantitatively analyzing the
relationship between resort amenities and guest satisfaction in Laiya, San Juan, Batangas.

(References: Juplivarin & Wahyudi, 2024, IJISRT; Uşaklı & Öztürk, 2021, Journal of Tourism &
Gastronomy Studies; Deliverback, 2023, “Guest Satisfaction in Hotels”, Journal of Tourism and
Hospitality Research, 2020)

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 DATAMEX COLLEGE OF SAINT ADELINE
Gotaco Bldg. II, Mc Arthur Hgwy, Marulas, Valenzuela City
COLLEGE OF HOSPITALITY AND TOURISM
MANAGEMENT

STATEMENT OF THE PROBLEM

This study aims to determine the impact of beach resort amenities on guest satisfaction
in Laiya, San Juan, Batangas.

Specifically, it seeks to answer the following questions:

1. What is the demographic profile of the respondents in terms of:

1.1. Age
1.2. Sex
1.3. Frequency of resort visit

2. What amenities are offered by the resort in terms of:

2.2 Accommodation facilities
2.3 Food and beverage services
2.4 Customer service and support facilities

3. Is there a significant relationship between resort amenities and guest satisfaction?

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 DATAMEX COLLEGE OF SAINT ADELINE
Gotaco Bldg. II, Mc Arthur Hgwy, Marulas, Valenzuela City
COLLEGE OF HOSPITALITY AND TOURISM
MANAGEMENT

HYPOTHESES
1. There’s no significant relationship between beach resort amenities and guest satisfaction
in Laiya, San Juan, Batangas. Alternative Hypothesis

2. There’s a significant relationship between beach resort amenities and guest satisfaction
in Laiya, San Juan, Batangas.

SIGNIFICANCE OF THE STUDY

This study is important because it aims to determine the impact of beach resort amenities
on guest satisfaction in Laiya, San Juan, Batangas. The findings will be beneficial to the
following:

Resort Owners and Managers: This study will help identify which amenities most influence
guest satisfaction. By understanding these factors, resort managers can improve facilities,
service quality, and overall guest experiences.

Guests and Tourists: The study provides insights into which resort amenities contribute most to
a pleasant and satisfying experience. This helps guests make informed decisions when choosing
where to stay.

Local Tourism Industry and Government: The results can assist local tourism authorities in
creating programs and policies that enhance the competitiveness of Laiya as a beach
destination and promote sustainable tourism.

Academic Institutions and Hospitality Students: This study serves as a valuable reference for
hospitality and tourism management students who wish to learn about guest satisfaction and
resort management.

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 DATAMEX COLLEGE OF SAINT ADELINE
Gotaco Bldg. II, Mc Arthur Hgwy, Marulas, Valenzuela City
COLLEGE OF HOSPITALITY AND TOURISM
MANAGEMENT

Future Researchers: It may serve as a basis for future studies related to customer satisfaction,
hospitality, and tourism service quality.

SCOPE AND DELIMITATION

This study focuses on determining the impact of beach resort amenities on guest
satisfaction in Laiya, San Juan, Batangas. It examines how amenities such as accommodation
facilities, recreational activities, food and beverage services, and customer service affect the
overall satisfaction of resort guests.

The respondents of this study are guests who have stayed or are currently staying at
selected beach resorts in Laiya. The research utilizes a quantitative descriptive-correlational
design and uses a structured questionnaire to gather data. Statistical tools such as weighted
mean and correlation analysis will be applied.

The study is limited to beach resorts in Laiya and excludes other hospitality establishments
such as hotels, homestays, or inland resorts. It also focuses only on the perspectives of guests,
not resort employees or management. Data will be gathered within a specific period of the
academic year, and results are based solely on responses during that timeframe.

The respondents of this study are guests who have stayed or are currently staying at
selected beach resorts in Laiya. The research utilizes a quantitative descriptive-correlational
design and uses a structured questionnaire to gather data. Statistical tools such as weighted
mean and correlation analysis will be applied.

The study is limited to beach resorts in Laiya and excludes other hospitality establishments
such as hotels, homestays, or inland resorts. It also focuses only on the perspectives of guests,
not resort employees or management. Data will be gathered within a specific period of the
academic year, and results are based solely on responses during that timeframe.
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