Customers' motivation and satisfaction in selected Spa establishments in Davao City

Abstract

Knowing what factors motivate customers to go to spa establishments, what factors motivate customers to return, and what factors highly satisfy customers are essentials in distinguishing their needs and references from the spa establishments’ to meet the customers’ expectations. The purpose of this paper is to identify the factors that motivate and satisfy the customer to visit and avail spa services. A total of three hundred eighty respondents were surveyed through questionnaires during the month of July 2018 on selected spa establishments in Davao City. Results show that the indicator Self-Reward and Indulgence is what motivates customers to avail spa services; the indicator Professionalism is what motivates customers to return and patronize spa services; while the indicator Tangibles is what highly satisfies them. Therefore, the results show that motivation and satisfaction significantly affects the customers’ purpose in visiting and availing spa services.

Keywords: Motivation, satisfaction, spa establishment, Davao City