CASE STUDY TOPICS

1. BEARLAND PARADISE RESORT: SERVICE QUALITY AND

COMPETITIVENESS
2. LEVEL OF CUSTOMER SATISFACTION AND QUALITY SERVICE OF KOREAN
RESTAURANT
3. Exploring the Relationship of Service Quality on Customers Delight in Selected
Restaurant
4. Customer’s Satisfaction at One Tagaytay Hotel

1. BEARLAND PARADISE RESORT: SERVICE QUALITY AND

COMPETITIVENESS

To get a competitive edge in the service industry and set oneself apart
from rivals, service quality is important. One of the biggest difficulties
every company encounter is giving consumers high- quality service.
Without attracting and retaining a sufficient number of happy clients, no
business can thrive. The ability of businesses to successfully perform
rests on the production of unique value in the services they provide to
customers. As a result, one of the most crucial competitive market criteria
is now perceived product quality. Companies routinely carry out customer
satisfaction surveys to learn about the opinions of their clients.
Improvements based on these surveys are typically seen as strengthening
the firm's competitive position, which leads to better products and
customer service in the end. As the size of the global service sector has
increased, services are now provided locally, nationally, and even
internationally. A higher amount of an organization's revenue is generated
by these services, and customer satisfaction is greatly influenced by the
quality of those services. In recent decades, manufacturing has been less.
The significance of providing high- quality services for expanding market
share and increasing customer satisfaction has been well-documented by
studies that address client needs and desires for higher returns on
investment, customer loyalty, and lower production costs. Giving resort
hotel guest’s outstanding service increases their pleasure, which has a
positive impact on foreign travel, return trips to the same tourist
attractions, client loyalty, and dedication to relationships? Additionally,
joyful and contented visitors disseminate favorable word-of-mouth (WOM),
resulting in bringing in new clients. Through the retail and wholesale of a
variety of goods, the hotel business in Nigeria has consistently made a
significant contribution to the expansion of the economy. Recreational,
educational, and sightseeing activities, as well as other skilled goals, are
recognized as forms of tourism. Recently, resort hotels have been. A
resort is a full-service hotel that primarily serves visitors and is frequently
located close to destinations where people travel to relax or have fun. The
variety of services and amenities provided sets this resort apart from
"basic" lodging. A resort often provides entertainment and recreational
opportunities. A resort is an independent company that tries to meet the
majority of traveler needs on-site, including food, drink, swimming,
lodging, sports, entertainment, and shopping. It provides a range of
services, frequently offering chances for leisure and recreation. The
priority of every resort is service quality in order to keep customers coming
back and eventually convert them into permanent visitors. It is thought that
higher service quality may lead to higher levels of repeat visitors. The
nation is currently fighting an economic crisis. The governmental and
private corporate sectors are now challenged to fulfill their responsibility of
giving the Filipino people a better quality of life. The immense power of
business is accompanied by an equivalent level of client satisfaction and
societal responsibility. In order to succeed, the business sector must
demonstrate that it can provide quality service in its productive endeavors
and a social focus in all of its dealings. Modern industry has benefited
greatly from the advancement of quality. Therefore, the organizational
culture notion is where the quality concept belongs. It implies that
organizations seeking to increase customer value should expect to have
acculture that supports service excellence. Service quality can be seen as
a key factor in determining the lifetime value of a customer. Another way
to put this is to argue that quality used to be a competitive issue in the
market, but today it’s just a fundamental requirement for participation. A
product's environmental profile includes its quality. A broad definition of
good quality also encompasses beneficial social and environmental
characteristics (Welford, 2000). As the years go by, the tourism sector is
increasing the number of tourist sites, attractions, and establishments that
are located in rural and urban areas. Resorts, beaches, and marine
sanctuaries are just some of the places that are opening their doors to
tourists who wish to visit and experience the service as well as the
attractions and facilities they can offer. The first luxury beach resort in the
Philippines, Bear land Paradise Resort, which is only 30 minutes outside
of the city of Iloilo, proudly welcomed guests in early 2012. Bear land
Paradise Resort quickly established itself as the ideal vacation spot for
groups of friends and families looking for an unforgettable getaway. A
short distance away, across the Iloilo Straight, the resort is situated on
Panay's southern shore with a clear view of Guimaras Island. Currently,
Bear land Paradise Resort offers a range of accommodations with both a
contemporary and local flavor. The Pavilion restaurant serves
sophisticated dining, while the Infinity Sunken Bar is a beach bar with a
wide selection of entertaining cocktails and delectable meals. The Bear
land Paradise Resort serves as a starting point for trips to well liked tourist
destinations like Antique, Miagao, and private boat excursions to
Guimaras Island. Due to its convenient location, it serves as a warm and
welcoming getaway that fosters friendly interactions between guests and
staff as well as a range of recreational activities. Therefore, this study
aims to evaluate the Bear land Paradise Resort: Service Quality and
 Competitiveness. This will help the resort to identify their best practices for
the growth and continuous development of their businesses.

2. LEVEL OF CUSTOMER SATISFACTION AND QUALITY SERVICE OF

KOREAN RESTAURANT

In recent years customers/ dinners of Korean Restaurants have

experience many changes that have affected management styles, menu
concepts and service styles. These changes are in response to the
demands of a dinners base that is diverse in demographic
characteristics such as age and gender. The Korean Restaurant has
continually developed and expanded in past few years. Today Korean
Restaurant is defined as establishment where food is regularly served
outside the home. Quality food and Service in the first rate.
Samgyupsalamat is a Korean Unlimited BBQ Restaurant that is owned by
YHK F&B Incorporation. The restaurant has now 7 branches, and 5
branches under renovation that is bound to open this year, and on top of
that, more than 10 branches are reserved for 2018 in Metro
Manila.Samgyupsalamat was coined from the word ‘’Samgyupsal’’
which is’ ’Pork belly’’ in Korea, and’ ’Salamat’’, which means’ ’Thank you’’
in the Filipino. Combining the two, it makes ‘’Samgyupsalamat’’. It is kind
of language play but to add a meaning on it, it means, ’’Thank you for
eating Samgyupsal’’.From less customers a day to waiting customers in
line. That is our story. That is Samgyupsalamat’s story. Just like any other
businesses, we faced a lot of struggles back then but it didn’t us stop from
there. We made everything possible, even if we were facing financial
problems that didn’t restrain us from pushing on what we really wanted, on
 how will the customers will be happier and satisfied. Even if we serve
Unlimited meat, we care for the food quality. We serve our customers the
best meats, and imported meats complemented with the best
tasting side dishes, and special sauce that only we, Samgyupsalamat
offers. Customer satisfaction is an ambiguous and abstract consent and
the actual manifestation of the state of satisfaction will vary from person to
person and product/service o product/service. The state of satisfaction
depends on a number both psychological and physical variables which
compare with satisfaction behaviors such as return and recommend rate.
The level of satisfaction can also vary depending on other option the
customer may have and other products against which the customer can
compare the organization’s products. Because satisfaction is basically a
psychological state, care should
be taken in the effort of quantitative measurement, although a large
quantity of research in this area has recently been developed. satisfaction
is an overall psychological state that reflects the evaluation of a
relationship between the customer/consumer and a company-
environment-product-service.

3. Exploring the Relationship of Service Quality on Customers Delight in

Selected Restaurant

Various international and national efforts have been launched in response

to the economic crisis created by the COVID-19 health pandemic,
supplemented by particular measures done by different foodservice
businesses operating in the Philippines. In line with today's competitive
foodservice industry, businesses must have a sensitive awareness of the
situation and react swiftly to provide products and services that meet
customers' expectations. Companies’ value long-term and reliable client
relationships, and customers expect to get various benefits when they buy
regularly. The quality of a service, independent of whether it fulfills
consumer expectations, may have an impact on customer satisfaction. In
addition to assisting an organization in reaching its full potential and
becoming a market leader, it will also assist the business in avoiding
obsolescence by keeping it current. The level of service provided is a
good predictor of customer satisfaction. When service performance falls
short of expectations, consumers get dissatisfied. Following the COVID-19
outbreak, Verdict (2020) offers an assessment of the impact on the
economic stability of the foodservice operators. According to the findings
of the evaluation, the pandemic must have a devastating effect on
operators. According to the majority of respondents, many food operators
suffered losses and had to endure lengthy recovery periods. However, 28
percent believed their impact was severe but only lasted for a few months,
followed by 15 percent who thought that the effect was powerful and
resulted in poor market demand for an extended period following the
pandemic. One of the most pressing issues facing today in the foodservice
industry is guaranteeing and keeping customer happiness. In the fight for
competitive differentiation and customer retention in this current pandemic
situation, service quality and customer happiness are becoming more
important in sustaining the company's economic standing. The main
objectives, are to evaluate restaurant customers' expectations and
perceptions, as well as to identify important aspects of perceived and
anticipated restaurant service quality. In the tight competition of hospitality
businesses, service quality and customer satisfaction are critical to
success and survival. Throughout the previous decades, the concepts of
service quality and customer pleasure were extensively researched and
used in marketing texts and activities. Businesses have been compelled to
provide additional services and offers to their customers since the
beginning of the consumption period. As consumption shifts to post-
consumption, businesses must provide more services and provide more to
their consumers. Aside from continuously improving service quality,
 ongoing innovation is also required in the current pandemic situation,
given the market's many competitors. Customers are always on the
lookout for new things to do and see. Managers may develop or remodel
picture spots on a regular basis to meet the needs of customer. In recent
decades, practitioners and academics have placed a strong emphasis on
customer happiness and service quality. Both concepts have a significant
impact on business outcomes and customer behavior. The worldwide
market trend has moved dramatically away from agriculture and service
industries (Asian Development Bank, 2007). To satisfy customers, all
service businesses, especially those in the hotel industry, are working
hard to improve service quality. Hoteliers are increasingly concentrating
on quality standards to meet their customer's basic needs and
expectations. If hotel owners know and understand their customers' wants
and aspirations, they are more likely to anticipate and fulfill them)
Customer satisfaction was most affected by front-line employees'
responses, followed by price and food quality (in that order). The
restaurant's appearance and décor have no bearing. Full-service
restaurants prioritize service quality or responsiveness, price, and food
quality or consistency, literature on the impact of employee's relevant
attitudes on customer response and efficiency is limited. They respect the
analytical perspective and conduct empirical evaluations of the perceptual
and emotional aspects of customer responses and service.

4. Customer’s Satisfaction at One Tagaytay Hotel

Customer satisfaction is a business philosophy which tends to the creation

of value for customers, anticipating and managing their expectations and
demonstrating ability and responsibility to satisfy their needs. Qualities of
service and customer satisfaction are critical factors for success of any
business (Domonici, 2010). Zairi, (2003) said that “customers are the
purpose of what we do rather than they depending on us, we very much
depend on them. The customer is not the source of a problem, we
shouldn’t perhaps make a wish that customers ‘should go away’ because
our future and our security will be put in jeopardy”. Enterprises which are
able to rapidly understand and satisfy customer’s needs, make greater
profits than those which fail to understand and satisfy those (Dominici,
2010). Since the cost of attracting new customers is higher than the cost
of retaining the existing customers, implementing effective policies of
customer satisfaction and loyalty is needed. This is especially true in the
hospitality industry. The importance of customers has been highlighted by
many researchers and academicians. Zairi, (2003) said that “customers
are the purpose of what we do rather than they depending on us, we very
much depend on them. The customer is not the source of a problem, we
shouldn’t perhaps make a wish that customers ‘should go away’ because
our future and our security will be put in jeopardy”. That is the main reason
why organizations today are focusing on customer satisfaction, loyalty and
retention. According to Hansemark and Albinsson (2004), “satisfaction is
an overall customer attitude towards a service provider, or an emotional
reaction to the difference between what customers anticipate and what
they receive, regarding the fulfillment of some need, goal or desire”.
Research shows that customer satisfaction increases customer loyalty,
influences repurchase intentions and leads to positive word of mouth
(Zeithaml & Bitner, 2003). Customer loyalty relates to a relationship
between a company and a customer. Loyalty includes behaviours where
customers make repeat purchases of their current brands, rather than
choosing a competitor brand instead. Studies have found that the level of
customer’s satisfaction has a positive effect on profitability. Researches
have shown that when a person is satisfied with a company or service,
they are likely to experience with other people to the order of perhaps five
or six. However, dissatisfied customers are like to tell another ten people
of their unfortunate experience. Customer satisfaction is the top priority of
One Tagaytay Hotel. One Tagaytay Place Hotel Suites was proclaimed by
the Philippine Star as “One Fine Day! One Great Place!” One Tagaytay
Place Hotel Suites offers wide-ranging services and facilities for ultimate
relaxation. Enjoying spa pampering at O’spa soothes in a happy chic
environment. Dining options are Azalea Restaurant and Tower Sports Bar
with their cozy ambience and offers great dining experience. Foods, wine,
décor, music and their ambience are all geared to fun. One Tagaytay
Place Hotel Suites is strategically located within the central area. This
central hotel has 24-hour reception and Currency Exchange available right
on site. Air conditioning and mini bar are found in every guest room. The
study aims to assess customer’s satisfaction at One Tagaytay Hotel. More
specifically, it sought to know the profile of the respondents, to assess
customer satisfaction with regards to tangibility, reliability, responsiveness,
assurance, empathy and facilities, and to know the difference in the
assessment when the respondents were grouped according to their
variables.